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Read value of SMTP_ADDR in badi ADDRESS_SEARCH

April 19, 2016, 7:34 am
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Hi all ,

 

I have a request to check duplicate emails when saving a contact by using the badi adress_search , so i have created an implementation in the badi  and in the method address_search , i'm trying to read the values of address data in the parameter IM_T_SEARCH_FIELDS , i got the contents of adrc fields like street , country ... but NOT the SMTP_ADDR , is there any way to add this field in the inport parameter IM_T_SEARCH_FIELDS in  order to compare the value witch all values in table  adr6 ??

 

Thank you for your response for advance

 

Hasnaa .

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Script Transcript not showing log

April 20, 2016, 9:37 am
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Hello Experts

 

Im having and issue with the transcript log. Has anyona had this problem before. Ive created a script and have activated the configuration of my script.

 

 

 

 

 

The chapters are complete

 

 

And when I select the transcript log, I always have and empty question

 

 

has anyone has encountered this issue before?

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Follow up button inactive

April 19, 2016, 11:46 pm
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hi,

 

I have defined copy controls for creating follow up of lead transaction but if i check on webui the follow up button is inactive.

Please assist.

 

follup_grayed.PNG

 

copy_control.PNG

 

 

Regards,

Priyanka

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KBAs, Notes and Other Stuff for CRM IC

June 14, 2013, 3:10 am
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Latest Update (04 2016): New SAP Note 2161288 introduces a report CRM_IC_CHECK_CUSTOMIZING which helps SAP support to more easily get an overview on CRM IC business role customizing and related system settings and offers links to related documentation. Implement the SAP Note before opening an incident.


 

Update (09 2105): New SAP Note 2204431 improves timeout behavior in CRM Interaction Center!

  • Layout of Timeout Popup harmonized with other CRM WebClient Business Role types - now it is also possible to restart, access offline in CRM IC!
  • Timeout of an CRM IC Interaction Center does not affect other CRM UI sessions in the same browser context
  • No relogin is required after CRM IC session timeout, this is especially helpful in Portal Integration

 

 

Collection of helpful stuff related to CRM IC - disclaimer: if it is not mentioned it does not mean, it does not exist !

 

GENERAL

 

TypeLinkTitleAbout
Note2161288

Introduces a report which allows SAP support to better get an overview on CRM IC business role customizing an contains links for related documentation

Troubleshooting
Note2167770 Introduces a parameter which allows to switch on tracing of IC events in CRM ICI TraceTroubleshooting
KBA2161942How to adjust the Layout of a CRM IC Webclient Business roleConfiguration
WIKIwiki How to launch CRM IC WebClient from the portal (external integration)Configuration
KBA

2097237

Usage of IE11 for CRM Interaction CenterSystem Behavior/Setting
KBA1945312

When working in several browser tabs, browser windows, you are encountering time errors UPDATED

with reference to Important Note: 2204431

System Behavior

KBA

Note

1849381

2094150

How to debug CRM WebUI using Conditional Breakpoints
Conditional breakpoints for IC events		Troubleshooting
KBA1836437How to set up an IC Agent role - technical prequequisites from customizing point of view

Customizing

KBA1822403How to enhance a global custom controller for CRM IC Webclient

Enhancement

KBA1757252How to analyse problems related to session loss or logoff in CRM WebUITroubleshooting
PDFCookbookCRM Interaction Center Consultant's Cookbook – “Maximizing User Experience”Configuration, Enhancement,
Performance
SCNDocumentWebUI Navigation guideSystem Behavior
KBA1877764Rule evaluation does not work after a kernel upgrade - problems with ERMS, alerts and order routingBug
SCNBlogTips and Tricks - Troubleshooting CRM (Interaction Center)Troubleshooting
Note1899896Security Sessions / Application Sessions - and its timeoutSystem Behavior/Setting
Note1877120

CRM-IC: session timeout issue with CRM 7 EHP1 and higher. It introduces a new warning popup which is displayed before timeout.

Bug/Feature
KBA1866327CRM IC: How to identify root cause of a session in SM04 when working with a CRM IC business role and steps for resolving in case of errorsTroubleshooting
Note1295006Mandatory SICF services for IC WebClientConfiguration
BlogSCNEHP3: Replace polling in CRM Interaction Center by ABAP Push ChannelNew/System Behavior
Note1962301Trouble shooting guide for using the ABAP Push Channel in the Interaction CenteTroubleshooting
Note2067125Connection instabilities in Web Dispatcher if Internet Explorer 9 is usedTroubleshooting

Customer Interaction (CRM-IC-INR, CRM-IC-FRW, CRM-IC-SEA)

TypeLinkTitleAbout
SCNBlogEverything you need to know about the Interaction Record in the CRM Interaction Center ( Gert Tackaert)SAP standard
Note2039600 Display activity clipboard in the L-ShapeNew feature (CRM 7.0 EHP3)
SCNBlogTracking Customer Interactions, a New Feature and  “End is your friend”System behavior, tipps, new feature
KBA1861150 How to prevent saving of business transactions when pressing END button if mandatory fields not filled.Configuration/Enhancement
SCNBlogSAP CRM Interaction Center: A hitchhiker’s guide from a process perspective (Carsten Busch)Big Picutre

ERMS Inbound E-Mails (CRM-IC-EMS*)

TypeLinkTitleAbout
SCNBlogConfiguring SAP SMTP service (Tobias Hofmann)Setting Up SAP SMTP service
KBA1850076ERMS inbound E-Mails: Error when processing node '0000000004' (ParForEach index 000000), no agents foundTroubleshooting ERMS inbound mail -
agent assignment
KBA1846041How to analyze why an ERMS inbound E-Mail is not found in the agent inbox

Troubleshooting ERMS inbound mail -general

KBA1861250ERMS inbound E-mail containing a tracking text does not get linked to the service ticket/service request mentioned in the tracking text

Troubleshooting ERMS -
ERMS Threading

Note1900772New note available for CRM 7.0 EHP2 and higher which helps to use E-Mail header fields in ERMS rulesNew feature
WikiHowToHow to set up Threading in ERMS

Customizing/Confguration

 

Agent Inbox (CRM-IC-UNI):

TypeLinkTitleAbout
Note882653Frequently Asked Questions (FAQs) about the Agent InboxFAQ
Note1464849Email, Fax, Letter search in Agent InboxSystem design
Note1279836Agent Inbox: due-date calculation for CRM documentsEnhancement
Note1375170Agent Inbox: Performance workitem (Email,Fax,Letter) searchEnhancement
Note1860886Performance of CRM order search when using CRM_IC_INBOX_BADIProblem
SCNDocumentHow to Integrate a New Item Type into the Agent InboxEnhancement
SCNDocumentHow to Integrate a New Search Attribute into the Agent InboxEnhancement
SCNDocumentHow to Integrate New “Result List Attributes” into the Agent InboxEnhancement
SCNBlogStep by Step to debug IC inbox workflow WS14000164Analysis
KBA1878526E-Mail Status in Agent Inbox on Ending customer interactionCustomizing/Confguration

 

 

General: IC E-Mails (CRM-IC-CHA-EMA)

TypeLinkTitleAbout
Note

1677637

1739325

Preequisite before running report RSBCS_REORG - Linkage of outbound E-Mails

to business transactions

Bug
KBA1823519E-Mails in CRM: how to figure out the right component for note/KBA search and creation of support messagesGeneral Info/Support
BlogJohnBurtonHow to transport mail formsNew function
Note1921115A new parameter profile for BTF Editor toolbar buttons and print button allows hiding of one of the print buttons (for
CRM 7.0 EHP1 and higher)		New function
KBA1932351

Problems with images in CRM Interaction Center outbound E-Mails (type INT)

Troubleshooting
KBA1961256

How to Define a Default Font for HTML Outbound E-Mails in CRM Interaction Center (type INT)

Enhancement
KBA2086866Special Characters in Display Name & new SAP Connect address check: when replying to or forwarding an E-Mail in the CRM Interaction Center, you get a dump or error message Troubleshooting
KBA2086590 When displaying an HTML Inbound E-Mail in CRM IC, HTML content, attachment or images are not shownTroubleshooting

 

Business Transactions in IC (CRM-IC-BF, IC specific views: CRM-IC-SVO, CRM-IC-SLO*)

TypeLinkTitleAbout
KBA1823428Business transactions in CRM IC Webclient: how to figure out the right component for note/KBA search and opening support messagesGeneral Info
Note669072Customizing transactions in the IC WebClient - central note on how to set up a business transaction profile in CRM ICCustomizing
KBA1770103How to ensure that a business transaction is offered for creation in CRM IC Webclient (transaction type selection popup for dependent business transaction)

Customizing

KBA1847536How to ensure that the confirmed business partners are added as partner to a newly created business transaction

Customizing

KBA1781481How to ensure a transaction type is shown in the follow-up popup or in the Dropdown list box when you create follow up transaction of a dependent business transaction or the interaction record in CRM Interaction Center

Customizing

KBA1831467Confirmed business partner(s) not published in the context area when editing a business transaction (single account identification profile)Troubleshooting
Editing Process
Note1811836Navigation issues (dump): ERP sales order integrations in CRM ICBug
SCNBlogUnderstanding the Behavior of CRM UIU Views in ICSAP Standard
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Audio for Blinking accept button CTI Integration

April 21, 2016, 5:53 am
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Hi,

 

we are in the process of configuring CTI Integration in SAP CRM 7 Ehp2, whenever we get a call Accept button is blinking, but there is no sound coming in the head phones for Agents.

 

Will there be any standard way in configuration to bring it.

 

if not will there be any place where we can write custom code to give phone ringing sound. Will it be in IC_BASE BSP application.

 

Anybody have done this kind of requirement.

 

Thanks

Muthappan

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Create a standard address for a BP/CONTACT

April 22, 2016, 1:39 am
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Hi ALL ,

 

I have a report which i have to check if a BP/contact has a standard address or not before doing some traitements .!

 

The problem that we have in system Contacts which have not data like "country" (Contact created  as a relation for exemple) !!! and it's a big problem because we cant save work on those contcats , the system  alerst us that those contacts have no address data  .

 

So is there any bapi which allows us to add a standard adress to those contacts and bp? we need it specially to fill the field country :/

 

I found the BAPI_BUPA_ADDRESS_ADD , i tried it but i have as a message in lt_return that the contact has no adress data

 

Any idea ?

 

 

Hasnaa .

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Sendung E-Mails by using Component CRMCMP_CCS_EML

April 22, 2016, 2:40 am
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Dear Experts,

 

I want to send E-mails by using Web UI Component CRMCMP_CCS_EML (see attachment) which is the correct way - as I heard to send mails in the Interaction Center. As I understand sending mails by using One-to-One E-Mail Integration with Web UI Component BT126H_MAIL is not the right way here.

 

Anyway. When sending an E-Mail with component CRMCMP_CCS_EML is there nothing I can see about hat "document" in the system? Not even in the Agent Inbox it is actually visible that an E-Mail has been send to the customer. I am now thinking to use the One-to-One E-Mail Integration as there a one-order document is used which is trackable.

 

Anyone can explain me what happens here in the background when using component CRMCMP_CCS_EML. Can the outlook adress directory be connected to the component CRMCMP_CCS_EML?

 

BR/

 

Oliver

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Copy of Categorization Interaction Record

June 14, 2010, 7:33 am
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Hi Forum,

 

I would like to check with you if it is possible to copy the categorization of an Interaction Record to a Service Request when creating it as a Follow-up of the IR ?

 

Thanks a lot !!!

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Search

New Account Creation on IC

April 25, 2016, 1:51 am
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Hi Champs ,

 

Need your guidance regarding Account Creation through Account Identification screen of IC_AGENT Business Role. If I am going to create any new account as Individual Partner Category  and select different PARTNER ROLE ( see enclosed screen short) then each time new account create with No Range of one Partner role i.e Prospect . For example if I select International Agent as Partner role or Local Agents or other it is always creating new account with no ranges of Prospect only not from the specific no ranges I defined in Grouping of BP Role Categories .

 

 

 

Please guide me how I can resolve that issue.

 

 

Regards,

 

Fahad Imam

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Use alert display box in for custom message in IC Context Area

April 25, 2016, 9:57 am
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Hi,

 

I want do display some message in the Alert Box of SAP IC Context Area but not using alert in an event.

Could not find any code for this purpose. I checked BSP Component ICCMP_HDR_CNTNT where all the 3 text boxes of Context Area are configured.

Is there any way to enhance this component and push a message to UI Alert Box.

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How to read the values

May 28, 2007, 4:07 am
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Of the function module CRM_DOC_FLOW_READ_DB?

 

I do not know how I can get the value of the importing:

IMPORTING

                 ET_DOC_LINKS                = ZCRM_RETURN_DATA.

  •                 ET_DOC_FLOW_PLNK_ATTR       =

 

Thanks for your answers.

Deniz.

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How to read the values of FM CRM_DOC_FLOW_READ_DB?

April 26, 2016, 4:09 am
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Hi People,

 

Reading values from the FM for a single GUID is done but is there any way in which I can pass multiple GUIDs to get there data at once since the number of GUIDs that I need to fetch the data for is a huge one , so it'll be difficult to pass individual GUIDs one by one.

 

Thanks

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VF01

April 26, 2016, 5:45 pm
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Hi All,

 

i'm using VF01 t-code to issue invoices for customers. However i'm not able to paste more sales orders in one attempt like 100 or more. Please advise how to paste more sales orders in one attempt.

 

Thanks

 

Regards,

Mani D

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How do I modify the communication view within Interaction Center?

November 1, 2013, 12:12 pm
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I have a request to show the queue description instead of the queue ID (DNIS) for incoming calls.  As an example, our BCM queue number currently displays +4330, I want it to display "Sales General" or whatever the queue description is.

 

We have identified the BSP component of: ICCMP_HDR_CNTNT and view: CommunicationInfoVS but have no idea how to modify this.

 

We believe the solution is similar to BADI CRM_IUICMD_BADI for method FILL_CALLER_DISPLAY for the AccountInformationVS view. 

 

Any help is appreciated!

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Telephonie Integration issue-ready/not ready grayed out

April 27, 2016, 5:37 am
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Dear all,

 

currently, I am working on an Telephonie Integration Project and need to connect SAP CRM 7.02 (BBPCRM SAPKU70211 WEBCUIF 731) with  Siemens HiPath 4000 V8.

 

I have checked some scn discussions and also some notes regarding the ready/not ready grayed out but could not find any solution to my issue.

 

I do a Connection test in SM59, it works fine

I have trace running for the user (CRM_ICI_TRACELEVEL = XXX) (see attachments) and I see three Messages:

 

 

1. CRM_IC_APPL_UI_CHMSG --> Logged on to communication Software system

2. MEthode CL_MCM_EVENT_DISPATCHER~send_to_client

Event: com.sap.ic.bspinvoke

Params: icwc_sam_message_listener[icwc_Client_listener]0[AbapErrorMessage]1[I]2[CRM_IC_APPL_UI_CHMSG]3[503]4[]5...

 

3. CL_CRM_ICF_Notify_Polling~write_polling_page

Content....

 

The only place I see the error is in the second message but I could not find an Forum where it has occured and solution was provided. Does anyone have worked with this issue? Is this the reason why my Button (ready/not ready) is grayed out?

 

Any help is very appreciated.

 

Thanks and Regards,

 

Tariq

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Search

Configuration for HANA Free Text Search - CRM 7

April 27, 2016, 5:29 am
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HANA Free Text Search Configuration for SAP CRM 7.03

 

Document Objective 

 

This document provides the User with the details of the configuration that needs to be set up for the activation for Hana Free Text Search for SAP CRM for IS-U (EHP3 SP05).

           

1.     Features

 

    The business function Utilities HANA Free Text Search provides you with the following features:

 

1.1 Switch between Standard Search and HANA Free Text Search on the Identification Page

 

You can switch to HANA Free Text Search by choosing the Free Text Search pushbutton in the top left corner above the Search Criteria section on the Identification page. You can switch back to the standard search by choosing the Standard Search pushbutton in the top left corner above the free text search field.

 

1.2 Search for a Business Partner

 

You can search for a business partner by typing free text in the search field, which may correspond to one, or a combination of, the following search criteria: business partner ID, last name, first name, address.

While typing, you will see a list of business partner suggestions in the drop down list; you can select a desired suggestion to confirm it or continue typing to retrieve more specific results.

 

1.3 Confirm Business Partner

 

  1. 1.     You can confirm a business partner by using one of the following methods after typing free text in the search field:
  2. 2.     Pressing the ENTER key (in the case of a single hit)
  3. 3.     Clicking on a desired suggestion in the drop down list
  4. 4.     Using the arrow down key to select the desired suggestion from the drop down list and pressing the ENTER key

1.4 Error Tolerance

 

When performing a free text search, a perimeter for fault tolerance exists. This means that some of the results of your search may not be an exact match for what you have typed in.

                                             

2.     Configuration Set Up

    

The Free Text Search functionality requires specific system setup before performing a free text

Search for business partners and premises. The two main components to perform this are: SAP Gateway and SAP NetWeaver Embedded Search.

2.1 Activate and Deactivate Business Functions

 

Based on version of CRM the functional need to be activated. As per SP05, following functions should be deactivated/activated:

 

Deactivated:

  1. 1. CRM_UT_HANA_SCH
  2. 2. CRM_UT_HANA_SCH_2

Activated:

  1. 3.      CRM_PERFORMANCE_2
  2. 4.     CRM_UT_ER_3
  3. 5.     CRM_UT_HANA_SCH_3

2.2 Populating the Business Partner Search Table

  • Execute report BPADRSEARCH_FILL using transaction SE38.
  • For more information, see SAP Note 595442 – Poor Performance for 'Partner by Address' Search Help.

 

2.3 Activate SAP Gateway

SAP Gateway must be activated if not already, use transaction: /IWFND/IWF_ACTIVATE

2.3.1 Activating Gateway Service and setting up OData System Alias

  • In SPRO:

    Define a system alias of the destination system for the Gateway Services

 

SAP NetWeaver -> Gateway -> OData Channel -> Configuration -> Connection Settings -> SAP NetWeaver Gateway to SAP System -> Manage SAP System Aliases

 

  • Transaction /IWFND/MAINT_SERVICE, activate the Gateway Service CRM_IU_HSS_SRV by connecting the alias created in the previous step

                                                                                                                   

  • Key: Pressing the ICF Node pushbutton, activates the service.

2.3.2 Activating ICF (Internet Communication Framework) Service:

 

  • Transaction SICF-> Execute service CRM_IU_HSS_UI5 -> under service ui5_ui5/sap, activate the service CRM_IU_HSS_UI5.

2.5 SAP NetWeaver Embedded Search set up

2.5.1 NetWeaver DB destination

Set the TREX/HANA Destination to the HANA DB connection configured earlier

 

  • SPRO-> SAP NetWeaver -> Search and Operational Analytics -> SAP NetWeaver Enterprise Search -> HANA / TREX Connectivity -> Set HANA or TREX Destination

 

2.5.2 NetWeaver Embedded Search Connectors

  • Pre-requisite:
    • User must have authorization role SAP_ESH_LOCAL_ADMIN assigned to the profile for maintaining the below customization.

 

  • Transaction: ESH_MODELER -> Opens in a web UI -> expand.CRM_IU->CRM->CRM-IU-
    • CRM_IU_HSS_BP - > Click on Actions and then select Create Connector.
    • CRM_IU_HSS_PREMISE -> Click on Actions and then select Create Connector.

 

2.6 Definition of Free Text Search Profiles and assignment

 

In order to activate the split screen feature of the HANA Free Text Search follow:

 

  • SPRO -> CRM -> Industry Specific Solutions -> Utilities Industry -> Settings for User Interfaces -> Identification -> Define Identification Profiles
    • And enable the ‘Activate Enhanced Identification’ checkbox for the function profile ID IUICMD linked to the Business Role in context.


Now that all the necessary configurations, data base set ups and plug-ins have been maintained, we must create the relevant Search Object Profile and Assign the same to the respective Business Role.

 

  • SPRO -> CRM -> Industry Specific Solutions -> Utilities Industry -> Settings for User Interfaces -> Identification -> Define Free Text Search Profiles.

 

  • SPRO -> CRM -> UI Framework -> Business Roles -> Define Business Roles -> Function Profile

 

For the function profile ID: IU_HSS maintain the search object profile created previously.

 

Free Text search will now be enabled and the User will be able to search Premise and Business Partner.

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Email Activity in SAP CRM

April 28, 2016, 4:43 am
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Dear Champs !!

 

 

My requirement is that i want to email directly to BP maintained in SAP CRM and their email activities should also be saved in interaction history as Email send date and time , Email reply date and time. I am new to SAP CRM and working on this scenario first time. After doing R&D i propose Groupware Integration with Outlook but after it's installation by Basis team we could not integrate outlook with SAP CRM. Then we raise ticket on SAP and they replied that Email integration is not supported with the client based groupware. There are 2 ways for integration which SAP Offers:

 

1.  1-1 Email Integration ( I am confused that whether it is totally Functional Activity or Technical Activity)

 

2. Desktop Connection with SAP CRM ( I am confused that whether it is totally Functional Activity or Technical Activity)

 

 

Looking forward for your cooperation.

 

 

 

Thanks

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Script Transcript not showing log

April 20, 2016, 9:37 am
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Hello Experts

 

Im having and issue with the transcript log. Has anyona had this problem before. Ive created a script and have activated the configuration of my script.

 

 

 

 

 

The chapters are complete

 

 

And when I select the transcript log, I always have and empty question

 

 

has anyone has encountered this issue before?

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Unable to change field label renaming on interaction record categorization fields?

April 29, 2016, 5:01 am
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Hi Team,

 

I am unable to change the field label renaming on interaction record could you please help here.

 

in interaction record categorization fields i could not able to change the field labels.there is no configuration page here.

 

in webui -icagent role-interaction record screen-categorization tab-fields category1 and category2 and category3 we need to rename this field to type subtype and subsubtype. how to do it?

 

 

Component - GSMCDDLB

 

 

Thanks in advance.

 

Thanks & Regards

Kalpana

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Stop/Delete active broadcast messages.

May 2, 2016, 4:52 am
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Hi,

 

Is it possible to stop or delete any active broadcast message by code. Not by selecting Mark as Read from the UI.

 

Thanks.

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