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Author's profile photo Brad Pokroy

Journey into the Unified Inbox

Over the past 6 months I have been delving deep into the Unified inbox and its inner workings.

After doing an indepth analysis and comparison as shown here Workflow Inbox Feature Comparison Matrix of all the SAP standard options to use as a Workflow Inbox. It became apparent that the Unified Inbox would be the best option to go with. After asking the question on SCN Anyone using the Unified Inbox in a Production Environment yet? and not receiving an answer to that, it also became pretty clear that it is not widely adopted yet.

There is a really good blog Unified Inbox in Gateway SP09 written by Shyam Sunder Suthar showing what the latest version of the Unified Inbox is capable of, with screenshots demonstrating its functionality. However it doesn’t discuss much technical detail about how everything works behind the scenes and how to set it up, which I intend to cover in this blog.

Key strengths of the Unified Inbox

  • Its much more than just another Workflow Inbox. Its a Task Inbox which allows you to view tasks not only from SAP Business Workflow, but also BPM and practically any other source you can think of or code, using the custom task provider concept. You are only limited by your imagination and external API’s available.
  • It has excellent multi system support with the ability to do parallel calls to retrieve your tasks from multiple systems.
  • It’s highly extensible given that it is a UI5 component which can be embedded in your own application and enhanced from there. Which I will talk about in more detail in my next blog. The gateway service can also be redefined and you have the ability to redefine task providers or completely create one from scratch.
  • The power is in the API / Gateway service and you can use any number of custom or standard User Interfaces to utilise it. This is evident in the way that both the unified inbox and Fiori Approve Requests use this Gateway service and much of the same config.
  • It has a modern HTML5 look and feel.
  • It is not dependant on SAP Portal and can be run stand alone, in NWBC Client and NWBC for HTML as well as in Fiori Launchpad.
  • Although not designed for mobile use, it is tablet friendly, meaning it can be used via a tablet although it is not optimised for that purpose.
  • Works with Task Visualisation transaction SWFVISU similar to the UWL.
  • Easy to brand using UI5 Theme Designer.

Unified Inbox  System Software requirements.

Although the Unified Inbox is available in older versions, I recommend being on the following minimum component versions as the older Support Packs are not as complete in functionality,

IW_PGW SP06  – Process Gateway Component – This component contains the main Gateway service /IWPGW/TASKPROCESSING and the UI5 Component and BSP application /IWPGW/TGW_UNIF_INBOX which is the UI layer of the Unified Inbox. This component is not installed by default so will need to be installed manually.

SAP_UI SP09 – SAP UI Component – This contains the UI5 library with UI5 version 1.22.2 (Current latest version at writing of this blog is 1.24.4 – It won’t hurt to have the latest as there are Inbox Control bug fixes which are mentioned in the release notes).

Netweaver Gateway SP09 on pre Netweaver 740 and Netweaver Gateway (SAP_GWFND) SP08 if you are on Netweaver 740 – these are the minimum required versions for IW_PGW SP06.

Internet Explorer 9 – Although it does work on Internet Explorer 8, it just looks and feels better on IE9 and up. Or Chrome and Firefox work great too.


Setup steps to start using the Unified Inbox

If you are planning to use SAP Business Workflow, make sure that it is configured already in you system in transaction SWU3.

If you are using BPM, you will need to go through other steps to setup the webservice to a BPM system. I won’t be covering these details in this blog.

You also need to have setup the destination RFC connections in SM59 for each of the systems you intend to use.

Step 1 – Setting up the System Aliases

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


In here, if you are already using Gateway and connecting to the systems, you will notice there will be entries in the table already, with the Software version field as DEFAULT. It does not work if you try and use these connections, you will get an error in the Gateway service. You will need to create additional entries for each system you intend to use and specify the correct software version. For SAP Business workflow that will be /IWPGW/BWF as shown below. For BPM it will be /IWPGW/BPM.

If you are using a Gateway Hub, you will put the destination systems as the external systems you want to access, for e.g. ECC or SRM. For an embedded deployment you will specify a local alias with RFC destination as NONE.


Step 2 – Adding the TASKPROCESSING Service in Service Maintenance

Go to transaction /IWFND/MAINT_SERVICE and click on the Add Service button.


Enter the filter criteria. Note that the Unified Inbox uses Version 2 of the service.


Click on the entry to add the service.


All you need to do is enter the package and press the green tick, the rest of the details are filled in for you.


You should see this successfully created message.


In the main screen of transaction /IWFND/MAINT_SERVICE you should now see the following entry:


Step 3 – Setting up Multiple System Aliases

In the bottom right in the System aliases section, click on Add System Alias button.


Since this is on a Gateway Hub system and the 2 systems I would like to connect to are ECC and SRM, I will remove the LOCAL_BWF and add 2 entries, one for ECC and the other for SRM, marking ECC as the default system. What this does is when the service is called without ;mo (Multi Origin) added to the service URL, only the default system will be called.


If you use the Call Browser button in the main screen of transaction /IWFND/MAINT_SERVICE it will open the service in a browser loading the meta data. By default there will not be the ;mo option in the service URL. If you add in TaskCollection as the Entity Set to query, notice the difference between the service call with and without the multi origin option.


Notice that an additional property is added automatically: <d:SAP__Origin>SAP_ECC_BWF</d:SAP__Origin>

This SAP__Origin property is used to determine which system the entity is in.

By default the Gateway system should be setup so that parallelization is used when more than 1 backend System Alias is called. This can be setup or changed in the config as below:


Another useful thing to setup when using multiple System Aliases is setting the TASKPROCESSING service as error tolerant. This means that if the call to 1 system fails, then the whole call does not fail, that system is just excluded from the results.


Step 4 – Activate and run the Unified Inbox

If it is not already activated, go into SICF and active the following service /sap/bc/bsp/iwpgw/tgw_unif_inbox and run it.


Or run it via the BSP Application in SE80.


And then you should see the following. Note there is nothing you need to setup to allow certain tasks to be viewed. You should see any items in your SAP Business Workplace (SBWP) in the Unified Inbox. If you are not seeing this, then you most likely need to look at transaction /IWFND/ERROR_LOG to see why. Authorisations is a likely cause.


Understanding the architecture behind the Unified Inbox

The Unified Inbox is actually made up of several layers and components. I thought the following diagram would best describe it.


The Gateway Service of the Unified Inbox

The core of Unified Inbox is actually the Gateway service (API): /IWPGW/TASKPROCESSING which provides an extremely powerful API for accessing Task Processing functionality including the following:

  • Tasks Query
  • Reading of Task Details – as plain text or as HTML
  • Task Forwarding
  • Reading Task Actions/Decisions
  • Task Actioning / Actioning Decisions
  • Comments handling
  • Attachments handling
  • Possible Agents
  • Substitution handling
  • and much more

And any other custom functionality can be added by redefining the /IWPGW/TASKPROCESSING service and/or redefining a task provider.

This service has 2 versions. Version 1 is the version being used by Fiori Approve Requests and Version 2 is being used by the Unified Inbox. Version 2 has much of the same functionality as Version 1 and more.

The Task Provider Layer

There are 2 standard Task Providers available:

  1. BPM  – Business Process Management
  2. BWF – Business Workflow

If you require additional functionality in one of the above, you can redefine the Task Facade Implementation Class and use your redefined class by changing it in the config. Alternatively you can create a completely custom Task Provider, I’d recommend reading How to create a custom data provider for Task Gateway to learn how to do that.

See below where to change or specify new Task Providers:



The UI Layer of Unified Inbox

The core of the Unified Inbox is actually made up of a really powerful complex control: the Inbox Control as you can see in the SAPUI5 SDK here: Inbox Control Demo or you can view the more advanced functionality available if you look at the Inbox API Reference here: Inbox API Reference.

This control is one of the few controls which is not available in OpenUI5 and only in the SAPUI5 SDK.

The next layer is the Unified Inbox UI5 Component which is inside the BSP application /IWPGW/TGW_UNIF_INBOX as illustrated in the top right of the architecture diagram above. This component instantiates the Inbox control and has the Unified Inbox View and Controller and binds the Gateway service /IWPGW/TASKPROCESSING to the Inbox, then sets up the Inbox control and configures it. Very little actually happens here besides instantiating the control and basic configuration of the control.

The next layer is still within the /IWPGW/TGW_UNIF_INBOX BSP Application and is the UI5 Application which instantiates the Unififed Inbox Component, places it in a Component Container and on the web page. This layer also adds the application header and handles the login and logoff aspects of the Unified Inbox. It also sets up user configurable settings, which are set up in a config table via SPRO. This allows the user to configure a few things such as:

  • UI5 theme – default is sap_goldreflection, but personally I prefer sap_bluecrystal.
  • Opening a task in an overlay frame or in a new tab. Default is for it to open in a new tab.
  • Is the header visible or not. Default is for it to be visible.
  • Is the user list enabled. Default is true.

See: Configuring the Unified Inbox – SAP NetWeaver Gateway – SAP Library

See below where to setup the Unified Inbox config parameters:



Please note that it is not mandatory to fill in this table. If you leave the table blank the application will just use the defaults as mentioned above.

See below by setting the theme in the table above to sap_bluecrystal it now shows the Unified Inbox using this theme.


The Configuration Layer of the /IWPGW/TASKPROCESSING Service

There is not much to configure on the UI layer more than mentioned above, such as theme and a few other options. However there are more configuration options which you can use for the backend TASKPROCESSING service. Things such as:

  • Configuring custom actions / decisions. In the case of a workflow user decision these decisions are automatically determined and do not require any configuration, however if you would like to add manual actions on a normal activity task, you will need to configure the actions / decisions here and deal with the action handling using the BAdI /IWWRK/BADI_WF_BEFORE_UPD_IB which is mentioned in the next section.
  • Maintain Task Names which is used by the filter in the Unified Inbox.

See below how to configure this:




The Enhancement Layer of the Unified Inbox / TASKPROCESSING service.

There are a number of BAdI’s available for:

  • Handling custom actions or adding additional functionality to actions.
  • Changing the task title.
  • Changing the task description or setting HTML content for the description.
  • Custom attributes.

These are the available BAdI’s:

    • BEFORE_UPDATE – Before Work Item handler update – This is used for custom actions behind the Decision Keys configured in the table above.
    • PROVIDE_ATTRIBUTE_DEFINITION – Read custom attributes definition – Define custom attributes metadata here.
    • PROVIDE_ATTRIBUTE_DATA – Read custom attributes value – Populate custom attribute data in here
    • MODIFY_TASK_TITLE – Modify Task Title – If you need to modify the task title from the work item task.
    • MODIFY_TASK_DESCRIPTION – Modify Task Description – Allows you to modify the plain text description or HTML description which is populated by default from the task description. One reason for using this could be to create an HTML table of items.
    • MODIFY_ITEMS – Modify subject in task query – Mass modification of the task titles for a number of work items.
    • READ_USER_DETAILS_BY_CONTEXT – Provide User Details
    • GET_USER_PICTURE_STREAM – Provide a user picture – Defines where the user picture comes from. This BAdI is necessary if you want pictures as there is no standard implementation for providing user pictures.

In future blogs I would like to demonstrate these enhancement options and also showcase what’s possible when enhancing the Unified Inbox. Stay tuned.

Update 12 Dec 2014: follow up blog Enhancing the Unified Inbox

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      Author's profile photo Gustav Coleske
      Gustav Coleske


      Great blog, well done.  This blog will save a lot of implementation time in the future. 

      I like that you touched on the Enhancement Layer as well.  It's flexibility to provide Custom Attributes on the Unified Inbox overview per task makes it just one less click for an approver to get the information needed to action approvals.  The adding of user pictures of who an approval item is from creates a lot of excitement as well.

      Keep them coming.


      Author's profile photo Brad Pokroy
      Brad Pokroy
      Blog Post Author

      Thanks Gustav, good to hear 🙂

      Author's profile photo Arijit Das
      Arijit Das

      Hi Brad

      Excellent blog; very well articulated...just what SCN and everyone else desperately needed! Well done!

      Now when can we expect the Unified Inbox with SAP Fiori version for this? 😉



      Author's profile photo Brad Pokroy
      Brad Pokroy
      Blog Post Author

      Thanks Arijit 🙂

      Not too sure when the Fiori Unified Inbox will be released, I think it may be sometime early next year. I havent seem much more than the screenshots on that slide. Very keen to check it out!



      Author's profile photo Syambabu Allu
      Syambabu Allu

      Hi Brad,

      Excellent  Blog.



      Author's profile photo Brad Pokroy
      Brad Pokroy
      Blog Post Author

      Thanks Syam

      Author's profile photo Sri Seshukumar Basava
      Sri Seshukumar Basava

      Hi Brad,

      Excellent work, Nice to see Architecture details.



      Author's profile photo Paul Bakker
      Paul Bakker

      Thanks very much for that Brad. I think SAP Workflow is being held back by terrible inboxes (UWL, NWBC).

      Hopefully they are now on the right track!

      Are you (or your client) actually using this Unified Inbox, in a Production system?



      Author's profile photo Brad Pokroy
      Brad Pokroy
      Blog Post Author

      Hi Paul,

      Thanks, you're welcome. I couldn't agree with you more, but I do believe its on the right track now. I like the Unified Inbox, and I am particularly impressed with the API behind it. However I still believe the Unified Inbox is lacking certain functionality.

      We have not yet gone live with the Unified Inbox at the client I am at. We will go live sometime next year. I ended up heavily enhancing the Unified Inbox to completely meet our requirements. Much of the functionality we added in I believe really should just have been standard. I intend to write another blog discussing these enhancements. Hopefully if SAP like any of it they will add it to the standard version 🙂

      I'm curious to see what this new Fiori based Unified Inbox is going to look like, but I am really hoping it is going to build on the existing Unified Inbox and not scrap it completely and go with "mobile first" approach, which I have a feeling they may do.

      I'll definitely write some more once I learn how this all performs in a production environment.



      Author's profile photo Paul Bakker
      Paul Bakker

      Great! Are you getting involved with Sue's 'SAP Connection for Workflow' thing?

      Please SAP, give us a decent workflow inbox!

      Author's profile photo Brad Pokroy
      Brad Pokroy
      Blog Post Author

      Yes, I have signed up for that and I'm keen to get involved. The Fiori Inbox webinar is now scheduled for next week, check: Fiori Workflow Inbox webinar

      Should be interesting, hope its going in the right direction and not backwards 🙂

      Author's profile photo Jocelyn Dart
      Jocelyn Dart

      Thanks so much Brad for such a detailed summary of your findings. I'm sure that will help others not just with the Unified Inbox but also looking to use the Task Gateway for the upcoming Fiori My Inbox and for custom inboxes as well.

      I thought it was encouraging to hear how many other task providers are already on the roadmap for My Inbox - which should mean inclusion via the Task Gateway and available to Unified Inbox users as well.

      Author's profile photo Brad Pokroy
      Brad Pokroy
      Blog Post Author

      Thanks Jocelyn! I really believe that the Task Gateway Framework / API is brilliantly designed and here to stay. Abstracting it from just being Business Workflow like the WFSERVICE Gateway service and making it a generic framework which can handle any type of task provider from BPM, Business Workflow to any custom provider you can think of or code, is just awesome. In fact it has inspired me to start playing around with building custom task providers, been looking at the Google Tasks API as one possibility of a Custom Task Provider (even if just for the fun of it). Another blog on that if I ever get the time to do it 🙂

      The part which concerns me is the UI/UX to the Task Gateway. I really believe that the Unified Inbox was going in the right direction and was well on track to becoming the next widely adopted Inbox option for users who are primarily working on desktops / laptops. I feel that the plug has been pulled on it before it has properly reached its full potential. I have written my thoughts about that in a new blog: Enhancing the Unified Inbox and also demonstrate how we have taken the Unified Inbox and turned it into the complete product which we required and were hoping that eventually it would end up being.



      Author's profile photo Christian Loos
      Christian Loos

      Hi Brad,

      Thanks for sharing your experiences - great blog series on Unified Inbox!

      Regarding your concerns: SAP is moving towards a Fiori Ux across all products.The number of Fiori apps is continuously growing, with a large portion of them dealing with workflow approvals. Customers are using the SAPUI5 library to build their own Fiori-like UIs. Therefore, bringing the inbox into Fiori is the next logical step for us.

      We will keep all the nice things of Unified Inbox but adapt them to the Fiori design.

      Using the standard Fiori extension mechanisms, you will be able to easily adapt the inbox app to your specific needs, similar to the current inbox control (which of course will still be supported).

      Hope this helps to clarify things a bit.



      Author's profile photo Barin DESAI
      Barin DESAI

      Hi Brad

      I have been struggling for some days to identify what is the best solution for the workflows being implemented for customers. With this blog and few other blogs from you its very clear that unified inbox is the option.

      The matrix you have keyed in in another blog helps us clearly understand what is supported and not supported.

      Big thank you to you.



      Author's profile photo Brad Pokroy
      Brad Pokroy
      Blog Post Author

      Hi Barin,

      Thank you for your feedback, happy you have found it helpful. I really believed the Unified Inbox was the best option and could be something really great. However it seems that SAP are not developing it further, which to me is a real pity.

      In my follow up blog to this one Enhancing the Unified Inbox I discuss that, talking about the recent webinar by SAP which talks about a new Fiori based replacement for the Unified Inbox. I also show some screenshots of how we enhanced the standard Unified Inbox at a customer.



      Author's profile photo Former Member
      Former Member

      Hi Brad,

      Great blog..

      We are facing one issue. System origin is not getting filled in one gateway system while executing the service. Do you have any idea whether any configuration we missed out.?

      Pls. help me out to find this issue.

      I have posted my question under a thread 3714318. But didnt get any replies yet.



      Author's profile photo Madhu B
      Madhu B

      Hi Brad, thanks a lot for the info.

      we are currently in IW_PGW 007, with all other components as highlighted in the blog.


      but the application "/IWPGW/TGW_UNIF_INBOX" is not avaialble in SICF service.

      also, when i open this bsp application in SE80, it says:

      An error occurred creating the application directory

      Author's profile photo nikhil k
      nikhil k

      Hello Brad,

      I have implemented below BADI for adding custom buttons(Action) on Unified inbox. But BADI is not getting triggered at all.  I have not provided any filter value for this. Can you please suggest what i am missing here ?


      Nikhil Kulkarni

      Author's profile photo Former Member
      Former Member

      Hello everyone,

      I try to use the feature "forwarding task" but the list of employee is empty.

      Do you have any idea why?