SAP Knowledge Base Article - Preview

2523378 - CRM IC: agent inbox customizing changes not considered in accelerated inbox or prefined inbox tables search

Symptom

  • In CRM Inbox search you search for business transactions or work items and the search result does not fit your search criteria when using 
    • Accelerated Inbox Search
    • Predefined Inbox Tables Search
  • When searching in the agent inbox, then the search result does not reflect your agent inbox customizing after changing:
    • the inbox status mapping in the agent inbox customizing, the search result does not reflect the new mapping of native status to agent inbox status in SPRO -> SAP Customizing Implementation Guide -> Customer Relationship Management -> Interaction Center WebClient -> Agent Inbox -> Map Item Attributes to Inbox Attributes ->Map Item Status to Inbox Status .
    • when to show color yellow for your due date traffic light (field Adv. Due.) in SPRO -> SAP Customizing Implementation Guide -> Customer Relationship Management -> Interaction Center WebClient -> Agent Inbox -> Map Item Attributes to Inbox Attributes -> Define Advanced Warning for Due Date
    • partner mapping in  SPRO -> SAP Customizing Implementation Guide -> Customer Relationship Management -> Interaction Center WebClient -> Agent Inbox -> Map Item Attributes to Inbox Attributes -> Map Business Transactions to Responsible Employees and Groups


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Environment

CRM Interaction Center - Agent Inbox Search using

  1. Accelerated Inbox Search
    • in your inbox profile you have defined a "Acceleration Profile"
    • prerequisite: activation of business function CRM_IC_INBOX_ACC available from SAP CRM 7.0 EHP1 SP10, SAP CRM 7.0 EHP2 SP6 and above profice versions
  2. Predefined Inbox Search tables
    • in your inbox profile you have set flags for "Business Transaction Table" or "Work Item Table" in addition to Lean Search
    • prerequisite: business function CRM_IC_INBOX_2 available from SAP CRM 7.0 EHP3 SP3 and higher product versions

Product

SAP enhancement package for SAP CRM all versions

Keywords

HANA , KBA , CRM-IC-UNI , Agent Inbox , Problem

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