Does anyone know if there is a standard way, for example through authorisations that you can control who can delete emails in the IC agent inbox? The client wants only managers to be able to delete emails. I guess you could change the BSP to suppress the button but would like to avoid having multiple profiles. Does anyone know a slick way of doing this through authorisations?
Dear Paul Clarence,
I would like to extend this topic with my experience.
Please keep in mind that at CRM Agent Inbox, requested functionality is
not delivered via Authorization Object but you would need to implement it via
BADI CRM_IC_INBOX_BADI Method BEFORE_DELETE as an alternative approach
to actions proposed earlier. So that your agent are NOT able to Delete E-mails
inside CRM-IC-UNI: Component: ICCMP_INBOX.
If you would like, you could create Z* Authorization Object and Evaluate
inside CRM_IC_INBOX_BADI, so that some have agents are capable to delete
and while others are not...
Observe this would be limited to Component: ICCMP_INBOX, if agents have access
to EmailWB (Component: CRMCMP_EMWB), they would be able to perform the delete
operation there. Observe EmailWB, is meant to be used with BR: IC_MANAGER
FYI, review SAP Note:
882653 Frequently Asked Questions (FAQs) about the Agent Inbox
Observe that BC-SRV-COM layer delivers program: RSBCS_REORG
(Note: 966854), to handle SAPOffice Reorganization. It can happen that
due to product bug (at this report) and/or at application side(CRM) - which
might lead to broken links between the E-mail and its: IRec, ST or SR,
relevant e-mails might be falsely candidates to be deleted and could
infact be removed from the system, review SAP Note: 1555986, 1547313.
In production environment, be extremely carefully when scheduling
previous report (RSBCS_REORG).
When due to bug at Program: RSBCS_REORG and/or a product misuse
(truncating SAPOffice Tables directly at Database level), a loss of E-mails
has occurred, BC-SRV-COM have delivered SAP Note:
1593227 Restoring sent documents from backup system
but for it to work Missing E-mails, must be inside your: 28-day Backup Cycle, if
you noticed the missing E-mail after that window and do not have a Backup
then you will not be able to recover Missing E-mails!!!
Does the managers have a specific business role?
Please take a look at the method MODIFY_BUTTONBAR in class CL_ICCMP_IN_INBOXITEMS_IMPL. This method adjusts button states for display in the inbox result list.
In order to change this method, you will need to enhance the component ICCMP_INBOX and view ICCMP_INBOX/InboxItems, using transaction BSP_WD_CMPWB.
I hope it helps!