View assigned workitems in Agent Inbox

[jeshen]

Hi guys

I know the standard behavior of the Agent Inbox only returns opened or unassigned items when searching for email workitems. For example 'Email 1' is assigned to Agent A. When Agent B searches the Inbox, 'Email 1' will not be in the returned results.

The requirement is that regardless of which agent runs a search, the result must include all emails for that group including assigned emails. Searching by Org_Unit based on SAP note 1375170 has been implemented and business function CRM_IC_INBOX_2 is active.

From what I have been reading online it seems that the BAdi CRM_IC_INBOX_BADI and I think method MANIPULATE_RESP_FOR_SEARCH can be used.

Does anyone have additional information on how I can accomplish this please?

Regards,
Jeshen

[jeshen]

Hi, Any suggestions anyone?

[former_member191104]

Hi Jeshen,

In relation to your question the below KBA note seems to provide an answer, so please review it.

2267251 - CRM IC: Problems when searching work items (inbound E-Mails) in agent inbox

◦In general an IC Manager will find E-Mails assigned to himself/herself and users directly assigned to his/her groups. It is not possible to find E-Mails assigned to users from lower organizational units by default.

Implementation of method MANIPULATE_RESP_FOR_SEARCH of Inbox BAdI CRM_IC_INBOX_BADI allows to adjust the behavior according to your requirements. ◦Using the agent inbox in the IC Manager business role (starting with business function “CRM_IC_INBOX), allows managers to do load balancing. They can preview E-Mails forward to other agents or organizations. For more information, see SAP Help Portal - IC Inbox Extensions”

Best Regards,

David