How to Integrate New “Result List Attributes” into the Agent Inbox

[armanrod]

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:

Inbox Item: Case	CL_CRM_AUI_CASE
Inbox Item: ERP Sales Order	CL_CRM_AUI_ERP
Inbox Item: OneOrder	CL_CRM_AUI_ONEORDER
Inbox Item: Workflow Workitem	CL_CRM_AUI_WF_WORKITEM
Inbox Item: Workitem – Inbound Email, Fax and Letter	CL_CRM_AUI_WORKITEM

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_RESULTLIST to 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 InboxResultView and 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 object BTQueryLeanAUI. 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