Hi Friends,

I am currently working on data integration of SAP and NON SAP System, in that i am getting a issue.

Issue description.

1. In interaction center Business role i am creating a Service request for customer.

2. After entering the data on service overview page i will click on save.

3. when i click on save, one BDoc is getting generated for that service request number.

As we know we also have  End button in the IC agent.

4. After save button i am clicking on the end button

5. when i click on the end button one more BDoc is getting generated for the same service request number.

So Issue is BDoc is getting duplicated. As BDoc is getting 2, 2 IDoc's are generating .

If any one know's the solution for the above issue please share.

Thanks in advance,

Ashok

1      Overview

This document is intended for technical consultants and developers and provides information about integrating a new inbox item type into the agent inbox (inbox).

The inbox provides search and result functions for different inbox item types (objects), such as business transactions in SAP CRM, SAP ERP sales orders, and work items (e-mails, fax messages, and letters).

You can extend the inbox and integrate additional inbox item types. This enables you to search for this inbox item type together with the existing inbox item types, display the search result in the inbox and process the corresponding inbox items from the inbox.

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

2      Prerequisites

• BOL component definition and implementation for the new inbox item type including search object, result object and root object.
  If the object model is simple enough, the root object can be used as the result object.
• UI component for  navigation and for the processing of the inbox item from the inbox

Note that if your BOL implementation uses the same attribute names as those in the standard structures, the integration into the inbox search and result is easier: search structure CRMST_AUINBOX_SEARCH, result structure CRMS_AUI_SRCH_RESULT.

3      Customizing

The following Customizing settings are required to integrate the new inbox item type implementation into the inbox:

• Add the BOL component to the component set CRMIC_INBOX:
  You do this in Customizing for Customer Relationship Management under CRM Cross-Application Components -> Generic Interaction Layer -> Basic Settings.
• Add the new inbox item type.
  To make the new inbox item type available in the Customizing activity Define Item Types, you must first create a fixed value append for the domain CRM_AUI_MAP_ITEM_TYPE and add the new inbox item type to the fixed value append.
  You add the new inbox item type in Customizing for Customer Relationship Management under Interaction Center WebClient  -> Agent Inbox -> Basic Settings for Item Types  ->Define Item Types.
• Assign the new implementation class to the new inbox item type.
  You do this in Customizing for Customer Relationship Management under Interaction Center WebClient -> Agent Inbox -> Basic Settings for Item Types -> Assign Implementation Classes.
• Define main categories for new inbox item type
  You do this in Customizing for Customer Relationship Management under Interaction Center WebClient->– Agent Inbox -> Inbox Search Definitions -> Define Item Types for Searches.
• Assign the new main category to the corresponding inbox profiles to make the new main category available in the inbox search view.
  You do this in Customizing for Customer Relationship Management under Interaction Center WebClient -> Agent Inbox -> Define Inbox Profiles: Assign the new main categories.

4      Search Integration

The search for the various item types is triggered from method GET_QUERY_RESULT (CL_CRM_AUI_QUERY_SERVICE).

Remark: The BADI methods before_search and  after_search cannot be used for the new inbox item type, because these methods are called within the specific search method. For example, the business transaction search can be manipulated by before_search or after_search, but not a completely new inbox item type.

Therefore a modification in method GET_QUERY_RESULT (CL_CRM_AUI_QUERY_SERVICE) is required.

4.1  Flow of the Search for One Item Type:

• Check if selected main category matches item type (generic)
• Attribute validity check
• Map search parameters
• Optional: Call inbox BAdI method before_search (if_ex_crm_ic_inbox_badi)
• Checks (for example valid object ID)
• Trigger inbox item type BOL search
• Optional: Call inbox BAdI method after_search ( if_ex_crm_ic_inbox_badi)
• Create result entities (AUI entity or AUI result entity)
• Fill sort table

4.2  Required Implementation Steps

4.2.1  Enable Attribute Validity Check.

This chapter is only relevant if the business function IC Inbox Extensions (CRM_IC_INBOX) has been activated. For more information about 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 used search parameters are supported by the selected main categories. If a search parameter 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 the new inbox item type implementation does not support the attribute validity check, all searches for this inbox item type are processed even if  some search attributes and main category combinations are not supported  This means that the searches could return unclear search results.

The following changes are modifications in class CL_CRM_AUI_QUERY_SERVICE.

1. Enhance the local type ITEM_TYPE_BOOLEAN_STRUCT in CL_CRM_AUI_QUERY_SERVICE by adding a new field with the name of the new inbox item type

   types: begin of ITEM_TYPE_BOOLEAN_STRUCT,,       ONEORDER  type abap_bool ,       …         <new_itemtype> type abap_bool, END OF ITEM_TYPE_BOOLEAN_STRUCT.

2. In method GET_QUERY_RESULT (CL_CRM_AUI_QUERY_SERVICE) set ls_skipped_items_type = ‘XXXXXXX’. This is required if you want the attribute validity check to be active for the new inbox item type
3. Maintain entries in table CRMC_AUI_SEARCH using the  guideline:
   1. If the existing search attribute is supported by inbox item type
      1. If there are entries for this attribute ( for example  priority )–> add entry in CRMC_AUI_SEARCH for attribute and new inbox  item type
      2. If not (for example status), nothing is to be done
   2. If the existing search attribute is not supported by inbox item type
      1. If there are entries for this attribute already ( for example priority ) -> nothing is to be done
      2. If not (for example status),  create entry for all inbox item types that support this attribute
   3. If a new search attribute is introduced for the new inbox item type, an entry is required for the new attribute and new inbox item type in table CRMC_AUI_SEARCH.
4. Call method DETERM_VALID_MAINCAT_FOR_ATTR from GET_QUERY_RESULT: The implementation is generic and only has to be called for iv_item_type = ‘<new_itemtype>’. The changing parameters have to be filled as follows:

   CHANGING   cv_skip_search  = ls_skipped_items_type-new_itemtype   ct_attributes =  query_params   ct_main_cat_check =  lt_main_cat_check .

5. Handle ls_skipped_items_type-<new_itemtype>. If it is not set, call new method GET_QUERY_RESULT_<new_itemtype> (see next step).

4.2.2  New Search Method for Item Type

Create a new method GET_QUERY_RESULT_<new_itemtype> in CL_CRM_AUI_QUERY_SERVICE.

The signature of the method should include the following parameters:

• Importing:
  • IR_EXIT TYPE REF TO IF_EX_CRM_IC_INBOX_BADI
  • IT_ITEM_TYPES TYPE CRMTT_AUI_ITEM_TYPE       
• Exporting:
  • ET_RESULT          TYPE CRMTT_AUI_SORTING
  • ET_PARAMETERS            TYPE CRMT_NAME_VALUE_PAIR_TAB

Call it from the method GET_QUERY_RESULT like that:

After the call of this method, the internal table lt_items has to be added to the main sorting table, like that:

The following steps must be implemented in the method GET_QUERY_RESULT_<new_itemtype>:

1. Map search parameters
   Create a method ( for example MAP_PARAM_<new_itemtype>). The signature of the method should include the following parameter:
   Returning: r_param_tab type CRMT_NAME_VALUE_PAIR_TAB
   Query parameters on the UI are mapped to the structure CRMST_AUINBOX_SEARCH. In this method, the search parameters from the structure CRMST_AUINBOX_SEARCH are mapped to the search parameters for the inbox item type.
   Call the method MAP_PARAM_<new_itemtype> from GET_QUERY_RESULT_<new_itemtype>.
2. Trigger the BOL search
   Create instance of your query_service, set the query parameters and trigger the search.
3. Create result objects
   If the lean search is activated in the inbox profile, instantiate the AUI result entity, otherwise instantiate the AUI entity (see ‘Result Integration’ section).
4. Fill sort table
   Fill those result attributes that are supported for sorting into exporting parameter  et_result. This table is merged with sorting tables for other inbox item types and is sorted after all searches have been performed.

5      Result Integration

5.1  Implementation of AUI Entity Class

Create class Zcl_Crm_aui_<new_itemtype> as a subclass of cl_crm_aui_entity.

This class represents the BOL object to the UI layer. It has getter methods to provide the result attribute values to the UI.

It has also methods inherited from the super class for the various inbox functions, such as Reserve and Interact. For more information, see the chapter Integration into Inbox Functionality.

The following method needs to be redefined:

• GET_NAME: return the name of the root object

5.2  Implementation of AUI Result Class (Lean)

This chapter is only relevant if the business function IC and Communication-Enabled Business Processes (CRM_IC_CEBP) has been activated. For more information about 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.

In the inbox profile, you can specify that the lean search is to be used. This means that the BOL query returns an instance of a result object that is assigned to the result list in the UI. The AUI entity and the BOL root object are only initialized if an inbox item is selected in the result list. 

We recommend that new inbox item types should be implemented to support the lean search from the outset to reduce memory consumption.

Another implementation class is required to support the lean search:

Create class Zcl_crm_aui_<new_itemtype>_result as subclass of CL_CRM_AUI_RESULT_ENTITY.

This class represents the result object to the UI layer.

The result entity is the object behind the objects shown in the result list. When an inbox item is selected in the result list, an instance of cl_crm_aui_entity is generated so that the complete functionality of the aui_entity class can be used.

The following methods must to be redefined in ZCL_CRM_AUI_<new_itemtype>_RESULT:

• CONSTRUCTOR: Call super->constructor and handover ir_lean_obj as well as the class name of your AUI entity class (see above)
• GET_NAME: Return the name of the result object
• GET_BOL_ENTITY: This method is called when an inbox item is selected in the inbox result list. It should return an instance of the root object of the new inbox item type.

Getter methods must be implemented for those result attributes that have different names than the attributes in result structure CRMS_AUI_SRCH_RESULT. The getter methods are then called from method GET_PROPERTY (CL_CRM_AUI_RESULT_ENTITY)

5.3  Optional: Support Asynchronous Search

This chapter is only relevant if the business function CRM_IC_CEBP has been activated.

In the inbox profile, you can specify that the asynchronous search is used. If you want to use the asynchronous search for the new inbox item type, the inbox item type implementation must support the asynchronous search.

The asynchronous search is based on the lean search. The actual search is performed in a second session. Once the result has been returned, it can be accessed and displayed in the inbox result list using an alert.

To support the asynchronous search, the lean search must be implemented.  You must also create ZCL_CRM_AUI_<new_itemtype>_ASYN_RESULT as a subclass of CL_CRM_AUI_ASYN_RESULT_ENTITY.

The following methods must be redefined:

• CONSTRUCTOR: Call super->constructor and handover ir_lean_obj and the class name of your aui entity class (see above)
• GET_NAME: Return the name of the result object
• GET_BOL_ENTITY: This method is called when an inbox item is selected in the inbox result list. It should return an instance of the root object of the new inbox item type.
• No getter implementation is required because method GET_PROPERTY delegates to the method GET_PROPERTY of the lean result class.

The following coding also has to be modified:

In method GET_QUERY_RESULT (CL_CRM_AUI_ENTITY_GENERATE_SRV) the names of the lean and asynchronous implementation classes have to be inserted as follows:

6      Integration into Inbox Functionality

Inbox result list functions can be accessed using the inbox result toolbar buttons.

The event handler methods in the UI delegate the event handling to the AUI entity classes. For example, EH_ONITEMEDIT calls method ITEM_EDIT (CL_CRM_AUI_RESULTVIEW_CONTR) which calls the method PROCESS (CL_CRM_AUI_ENTITY).

By implementing the respective methods in your class Zcl_Crm_aui_<new_itemtype> you can handle the buttons as required.

The enablement of the buttons is calculated in the method BUTTONS (CL_CRM_AUI_ENTITY).

Note that for the navigation from the inbox to the overview page of the new inbox item type, the respective outbound plug mapping has to be maintained in your business role.

With business function CRM_IC_INBOX, the result list toolbar is configurable, and the toolbar buttons can be added to or removed from the toolbar as required. Moreover, you can define buttons. For more information, see Customizing for Customer Relationship Management under Interaction Center WebClient -> Agent Inbox -> Define Inbox Toolbar Profiles.

For information about the result toolbar buttons that are part of the standard system, see SAP Library on SAP Help Portal at http://help.sap.com/crm -> <Choose release.> -> Application Help -> Interaction Center -> Interaction Center WebClient -> Agent Inbox -> Inbox Result List.

7      Integration in Accelerated Search Based on SAP HANA

This chapter 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.

To support the accelerated inbox search for a new inbox item type, the corresponding SAP HANA content has to be enhanced.

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 sap.crm.ic-aui.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 inbox item type in the SAP HANA content for the accelerated inbox search:

1. If you are not using SAP HANA as your primary database, set up the data replication for the required tables from the SAP CRM system to the SAP HANA system. If SAP HANA is your primary database, the data replication is not required.
2. Create a new attribute view for the new inbox item type. The attribute view must include search and result attributes.
   Recommendation: In the attribute view, use the attribute names from the calculation view.
3. Copy the calculation view using a new name, such as CA_IC_INBOX_EXT and add the new attribute view by mapping the attributes to the harmonized attributes of the calculation view. This applies only to the attributes that are supported by the new inbox item type.
4. Define the inbox acceleration profile to make the new calculation view available to the inbox and assign the acceleration profile to the inbox profile.
   You do this in Customizing for Customer Relationship Management under Interaction Center WebClient -> Agent Inbox -> Define Inbox Acceleration Profiles.

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

7.1  Integration into ‘Inbox Work Distribution’ Dashboard

This chapter is only relevant if the business function CRM_IC_INBOX_ACC has been activated.

The dashboard uses the same SAP HANA content as the accelerated inbox search. The following attributes must be supported:

• EMPLOYEEASSIGNED
• GROUP_ASSIGNED
• INBOX_PRIORITY
• INBOX_STATUS
• DATERECEIVED
• DUE_ON_DATE
• MAINCATEGORY

For more information, see SAP Help Portal at help.sap.com/crm -> <Choose release> -> Application Help -> Interaction Center -> Interaction Center WebClient -> Accelerated Inbox Search -> "Inbox Work Distribution" Dashboard.

8      Appendix

8.1  Relevant Business Functions

• CRM_IC_CEBP for lean and asynchronous search
• CRM_IC_INBOX for attribute validity check
• CRM_IC_INBOX_ACC for accelerated search and dashboard

We are are curently running CRM2007 in our landscape with below Support pacvkage level:

Now our reqirement is to update our system to support IE8 browser in IC web. We need information on which all support packages need to be updated to achieve this. Till now we came to know from Note#1397488 that it is possible with CRM 2007(SP07 and above) but how to achieve this level. Does it mean we need to upgrade to support package stack 7 or just updating few software component versions would help. Please help in guiding

Thanks for your time

1 Overview

This document is intended for technical consultants and provides information about integrating a new result list attribute for the inbox item type Inbox Item:OneOrder into the agent inbox. The following search types are in scope:

• Accelerated inbox search
• Non-accelerated inbox search
• Lean search
• Asynchronous search

The tree and table view of the inbox result list are also included.

This document is valid for releases SAP Enhancement Package1 for SAP CRM 7.0 (CRM701) and higher.

2 Prerequisites

• You have made the required basic settings for the inbox. For more information, 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 --> Basic Settings for the Agent Inbox.
• You have assigned a business role to your user.

3 Customizing

This document only covers some significant aspects of the inbox Customizing – it does not describe the complete inbox Customizing settings.

1. For information about configuring business roles, see SAP Help Portal at help.sap.com/crm --> <Choose release> --> Application Help --> WebClient UI Framework --> Business Roles.

2. Assign an inbox profile to the corresponding business role. You can configure the inbox profile in Customizing for Customer Relationship Management under Interaction Center WebClient --> Agent Inbox --> Define Inbox Profiles.

3. Assign one or more main categories to the inbox profile to be able to use the inbox search and result list.

4. In the inbox profile, you can make settings for the following search aspects:

• Lean search
• Asynchronous search
• Accelerated search (based on SAP HANA)
• Non-accelerated search.

5. If you are using the accelerated inbox search based on SAP HANA, define an inbox acceleration profile and assign it to the corresponding inbox profile.

You do this in Customizing for Customer Relationship Management under Interaction Center WebClient -> Agent Inbox -> Define Inbox Acceleration Profiles.

4 Integration in Result List - Non-Accelerated Search.

To integrate a new attribute into the inbox result list, you must perform the following steps:

1. Create a customer implementation class for the inbox item type.
2. Enhance the structure CRMST_INBOX_RESULTLIST.
3. Create GET_ methods in the context nodes.
4. Add the new attribute to the UI configurations.
5. Test your changes.

In this document, the activities mentioned above are described using the following example: The attribute Service Organization (ID + Description) is added to the result list. This attribute can be found under “Organizational Data” for a business transaction in the WebClient UI.

4.1 Create a Customer Implementation Class for the Inbox Item Type.

An implementation class in the inbox contains the ABAP code used to handle events or attributes for a particular inbox item type. The inbox architecture allows you to introduce new attributes or modify existing ones.

The following table provides an overview of the standard implementation classes by inbox item type:

You must create the new user-defined implementation class according to the ABAP OO paradigm: The new implementation class must inherit from the standard implementation class.

To create the new implementation class for the new result list attribute Service Organization, you must perform the following steps:

1. In transaction SE24, create a new implementation class Y_CL_CRM_AUI_ONEORDER that inherits from CL_CRM_AUI_ONEORDER.

2. In the implementation class, create the method GET_SERVICE_ORG.

3.For business transactions, the service organization data is available in the BOL layer under the following path:

The following code can be used in the new method GET_SERVICE_ORG to retrieve the data from the BOL layer:

4.  Assign the new implementation class to the inbox item type Inbox Item: OneOrder. You do this in Customizing for Customer Relationship Management under Interaction Center WebClient --> Agent Inbox --> Basic Settings for Item Types --> Assign Implementation Classes.

4.2 Enhance the Structure CRMST_INBOX_RESULTLIST.

In transaction SE24, append the structure YNEW_ATTRS_INBOX_RESULTLISTto the structure CRMST_INBOX_RESULTLIST.

4.3 Create GET_ Methods in the Context Nodes.

The GET_ methods are used to retrieve the data from the BOL layer and must be available in the context nodes of the views used for the display. The relevant views are the table view: ICCMP_INBOX/InboxResultView and the tree view: ICCMP_INBOX/InboxItems.

Creating GET_ methods requires the UI component, view, and context node to be enhanced.

For more information about enhancing the WebClient UI, see SAP Help Portal at help.sap.com -> <Choose release> --> Application Help --> WebClient UI Framework --> BSP Component Workbench.

4.3.1  Enable the New Attribute in the Visualization Mode “Table”.

1. Enhance the component ICCMP_INBOX, the view InboxResultViewand the context node ITEMS.

2. Generate a getter method in the context node ITEMS:

4.3.2 Enable the New Attribute in Visualization Mode “Tree”.

For more information about enhancing context nodes of the type Tree, see SAP Note 1248485.

1. Enhance the view InboxItems and the context node ITEMS.

2.Redefine the method GET_TABLE_LINE_SAMPLE:

Note that once the method has been redefined, the new method is empty. Copy the code from the method GET_TABLE_LINE_SAMPLE in the standard class CL_ICCMP_IN_INBOXITEMS_CN01 and add the new attribute. The result should be as follows:

3. Redefine the method REFRESH and copy the code from the method REFRESH in the standard class CL_ICCMP_IN_INBOXITEMS_CN01:

4. Modify the code as follows:

Note that the proxy type ZL_ICCMP_IN_INBOXITEMS_CN02 does not exist in the system yet, and will be created in the next step.

5. In SE24, create the class ZL_ICCMP_IN_INBOXITEMS_CN02 that inherits from the proxy class CL_ICCMP_IN_INBOXITEMS_CN02:

6. Create the GET_ methods in the proxy class ZL_ICCMP_IN_INBOXITEMS_CN02:

7.Implement the following code:

4.4 Add the New Attribute to the UI Configurations.

For each configurable view SAP delivers configurations that cannot be changed. To change the field order or to add new fields that are not displayed by default, you must create a customer configuration in the customer name space. For information about the UI configuration tool, see SAP Help Portal at help.sap.com --> <Choose release> --> Application Help --> WebClient UI Framework --> UI Configuration Tool.

1. Add the new field in the configuration for the display mode “Table”.

2. Edit the configuration, add the new field, assign a label and save the configuration.

3.Add the new field in the configuration for the display mode “Tree”.

4.Edit the configuration, add the new field, assign a label and save the configuration.

4.5 Test the Changes.

1. Start the WebClient UI with the business role that you have configured for your search scenario.

2. If required, adjust the personalization of the result list to make the field visible.

3. Launch a search using a main category that is based on the inbox item type Inbox Item: OneOrder.

4. Check the result in the table view and the tree view of the result list:

5 Integration in Result List - Lean Search

1. In transaction SE24, append the structure YNEW_ATTRS to the structure CRMS_AUI_SRCH_RESULT.

2. The interaction layer (IL) must be adjusted as follows: Create a class ZCL_CRM_QUERYLEANAUI_RUN_BTIL that inherits from the standard class CL_CRM_QUERYLEANAUI_RUN_BTIL. Assign the new class as the implementation class for the external objectBTQueryLeanAUI. You do this in Customizing for Customer Relationship Management under CRM Cross-Application Components --> Component-Specific Settings --> Business Transactions --> Define Custom Handler Classes for Business Transaction Model Nodes:

Note that the name of the class must be specified without the suffix _RUN_BTIL.

3. Redefine the method IF_CRM_QUERY_RUNTIME_BTIL~GET_QUERY_RESULT in the class ZCL_CRM_QUERYLEANAUI_RUN_BTIL. Copy the code from the standard class CL_CRM_QUERYLEANAUI_RUN_BTIL and modify it accordingly. The following is a code example:

Note that the lean search is only available 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.

6 Integration in Result List - Asynchronous Search.

The asynchronous search is based on the lean search and the changes outlined in section 5 (Integration in Result List – Lean Search) also enable the asynchronous search for the new result attribute.

7 Integration in Result List – 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.

7.1 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 result list attribute in the SAP HANA content for the accelerated inbox search:

1. Copy the attribute view for the inbox item type that you want to enable for the new result list attribute.
2. Enhance the copy of the attribute view by adding the new result list 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 an attribute view, add the new view to the union and map all attributes of the new attribute view to the attributes of the calculation view. After this task has been completed, 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. 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. As optional, 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

7.2 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 steps, 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.

7.3 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: create an append structure, such as ZADD_SEARCH_ATTR_BTIDX and add the new result list attribute.
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.

8 Appendix

8.1 Relevant Business Functions

• Business function IC and Communication-Enabled Business Processes (CRM_IC_CEBP) for the lean search and the asynchronous search
• Business function IC Inbox Extensions and Acceleration (CRM_IC_INBOX_ACC) for accelerated inbox search and the Inbox Work Distribution dashboard

Hi,

Could anybody please tell me in what tables are the checklist values, entered for a service request, stored?

I couldn't find the fields in crmd_orderadm_h or crmd_orderadm_i tables.

Thank you.

Regards,

Ravi

Hi All,

I have recently installed EHP2 CRM 7.0 system with Java addon.

My CRM consultant has given the below link

1)  BCB Access http://<hostname>:<port>/bcb,

2) To access the CCS user interface, either go directly to http://<hostname:<port>/ccsui, or choose Contact Center Simulator from BCB administration

I am unable to access above links.Please let know how i can get this urls working. Is there any component i am missing.

Please guide the if i am missing configuration to get this links working.

Rgards,

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

Our CSR's are reporting that their CRM sessions are crashing with the error shown in screenshot when they switch from Ready to Not Ready mode during call wait time ( then the call is ended before you are put back into the phone Q). There are no ST22 dumps and the issue is sporadic. Can you guys provide any pointers how to resolve this issue?

We are new to SAP and integrating SAP CRM with a third party telephony system. Currently we are viewing the SOAP data with the network analyze tool WireShark which is not quite convenient. I have noticed that some threads are talking about ICI Trace which provides useful debug info. Can someone point out the operation steps of how to turn it on and where to view it.

Thanks in advance.

Hello Experts,

We have a request to pop an alert when an agent opens a Business Partner data in CICO (Win client interaction centre), if there is an open BA associated with the account.

Please let me know if it is okay to do it with alert monitor or is there any better way to implement this.

Thanks in advance!!!

Hi Experts

we have been trying to implement Knowledge search/knowledge article in our project,
we have done the required configuration including the one required in transaction Is01. But the same is not reflecting in web UI.

can anyone who has implemented Knowledge search/knowledge article guide as to what might be missing here.

Regards

Ankit

Gurus,

We just moved from CRM 7.0 EHP1 to CRM 7.0 EHP2 (SAPKU70205).

Also, previously we were on GWI v10.29.07

Now, we are on v10.30.01.05

I have read all the guides and installed all the latest notes/patches for SNOTE as well as GWI setup.exe / update.exe.

I am testing the groupware appointment sync. Everything is working OK, but I cannot find the GWIConfigData.XML file.

It used to be located (assuming XP windows), in the C:\Documents and Settings\MY-ID\Local Settings\Application Data\SAP AG\Client Groupware

But now, instead of the XML, I see a file named GWIConfigData.bin which I have no way of reading the contents.

I really need to see what is in that file for the purposes of troubleshooting. Like, if a user cannot sync and maybe it is a problem in the CRM org structure. If I can view the file, I can see the employee ID, etc to see if the problem is that.

Is this a feature? I have read the latest functional guide / install guide. I have searched notes, but I cannot find any documentation of this change.

Can you please explain?

--NICK

Hi All,

I have this urgent issue in production system where my Rule policy is not working for service request.

On a particular status 'Moved to Finance' i have given this condition :

The rule is active.

The attribute User Status ( ORDER_STATUS_E) has a fact gathering service class CL_CRM_SRQM_F_G_STATUS which is not getting triggered.

All configuration seems to be fine including Service Manager profile.

Need your inputs for this issue !

Thanks.

Best Regards,

Abhishek

hI

We have a requirement to transfre Emails from Microsoft Outlook 2007 to SAP CRM.

Does the email transfer come under full blown Client or Server Groupware integration or are there different settings required for this activity.

I beleieve email transfer is also in some way a part of groupware integration. Kindly let me know

Thanks

Tarang

Hi

We have a requirement to transfre Emails from Microsoft Outlook 2007 to SAP CRM CIC

Does the email transfer come under full blown Client or Server Groupware integration or are there different settings required for this activity.

I beleieve email transfer is also in some way a part of groupware integration. Kindly let me know

Thanks

Tarang

Hello ,

Iam not able to do the warm transfer of call to the another agent. Iam able to receive the call in to SAP CRM and when i do the warm transfer of call , the dial pad remains as it is and the Agent 2 not receiving any call from Agent 1.

I also checked the trace and found the below exception :

Regards ,

Kumar

Hello ,

Iam not able to do the warm transfer from Agent 1 to Agent 2 . Iam able to receive the call in to sap crm , but when i try to do the warm transfer the dial pad remains as it is and Agent2 is not receiving any call from Agent 1

I also checked the trace and found the below exception :

Hello ,

Iam not able to do the warm transfer from Agent 1 to Agent 2 . Iam able to receive the call in to sap crm , but when i try to do the warm transfer the dial pad remains as it is and Agent2 is not receiving any call from Agent 1.

I also checked the trace and found the below exception :

Regards,

Kumar

Hello All ,

We are not able to transfer call from Agent 1 to Agent 2 .  We are able to receive calls in to CRM , and when we do the warm transfer of call , system showing the dial pad to dial the Agent2 extension. We entered the Agent 2 extension and clicked on Dial button , but the dial pad remain as it is and the call is not going to Agent 2.

We also found the exception in the Trace :

Hello Experts ,

Iam not able to do the warm transfer from Agent 1 to Agent 2 . Iam able to receive the call in to sap crm , but when i try to do the warm transfer the dial pad remains as it is and Agent2 is not receiving any call from Agent 1

I also checked the trace and found the below exception :

Regards,

Kumar