My group search list for ERMS email - not working correctly

[Former Member]

I am working on setting up ERMS for our client and I have completed all the basic config and the emails are showing in the inbox, outboud/inbound flow is also working fine. The rule is set to create IR, Service ticket and send auto acknowledgement and route the mail to an org unit. Requirement is to ensure the agent from relevant org can only view emails assigned to his/her org.

However, this seem to be an issue. When I perform a search on the agent inbox using "my group" option the search is not displaying correct results and some times its not displaying any results. When I search based on time(say today), all the emails are showing up irrespective of the organization.

In transaction SW1I the Responsible No value is showing the correct org unit which is specified in the rule modeler.

There is also one more observation, service employee group in the parties involved block on the service ticket is showing the same org unit for all the service tickets and does not follow the rule modeler assignment. My guess is the search result for my group is not showing correctly because the service employee group partner function is not correctly determined for service tickets. Is there a way to find out at data base level, to which group/org is the incoming email/service ticket is assigned to.

I am working on CRM 701 (Patch SAP KU70108). I also looked for couple of SAP notes (listed below) valid for my system and got these implemented, but that did not make any difference.

1. Note 1765525 - Problems for empty field
   'Assigned To' in adv. search view
2. Note 1836999 - Search for e-mails by org. unit
   returns too many results
3. Note 1726606 - Incorrect responsible employee
   displayed in result list

If someone has faced similar issue with My group functionality on the agent inbox it would be great to get some help. Thanks.

[Former Member]

This isssue has been resolved. There was no need to enhance the BADI as the search is purely dependent on three factors. a) Assignment to the ORG unit in the Rule modeler b) Agent user Id should be assigned to the relevant org unit c) The agents who need to view the emails in the inbox queue should be assigned in this workflow transaction CRM_ERMS_WF_CUST. Otherwise they will not be able to view the incoming emails in the interaction center inbox.

[VishnAndr]

Hello, Dhara.

Seems that this is a standard logic. Please refer to Note 1433713 - Performance 'Assigned to' parameter in IC Agent Inbox

As stated in this note:

When you do a search by group or groups in the Agent Inbox, the standard logic is to determine all users in the group(s) and search for documents belonging to the users, not the group. 

Also it is mentioned that desired search logic (the search by org. unit) is also possible. A solution is provided in Note 1375170 - Agent Inbox: Performance workitem (Email,Fax,Letter) search.

You need to implement BAdI CRM_IC_INBOX_BADI and carry the logic in its method BEFORE_SEARCH. See an example implementation provided by this last note.

Hope this will help you.

[Former Member]

Hi Andrei - As per this note the standard logic would display result on my grou search based on the users assigned to that group/org. In my scenario, even though the users are assigned to a position in one of the org units, it does not display relevant service ticket in my group search.

And the bigger issue is that these service tcikets are mapped to only one partner (org Unit) against the service employee partner function. This for some reason doesnt change even when I change the rule to assign the email.service ticket to another org unit.

[VishnAndr]

Dhara,

related to your first issue with search. You've said:

In transaction SW1I the Responsible No value is showing the correct org unit which is specified in the rule modeler.

But the system looks only for workitems with responsible no as user. Not as org. unit. You should adjust the search in BAdI.

Regarding rules. Check that you have activated the rule after your changes.

[Former Member]

Hi Andrei,

The search for agent inbox can be tweaked if assignment happens correctly. In my scenario, I am not sure if my assignment is happening at all. It wont be possible to route the result flow in the BADIif the emails are not even assigned to any group or user, Is there a table where email assignments are stored, may be that would help analyze the issue.

There is problem with the escalation email flow too. It is not picking the rule defined in ERMS_ESCALMSG/UT_SEND_ESCL. I analyzed the workflow the log says "BOR; returned from service manager". Fact base is stopping at ERMS_ESCALMMSG in the log. I guess its not picking the escalation rule.

[VishnAndr]

Dhara,

you're trying to resolve all issues at once. Proceed with each one by one.

What I'd suggest regarding the search is: put a controlled infinity loop in the mentioned BAdI, send an e-mail and catch it in tx. SM50 (through Administration - Program - Debugging menu). Something like:

DATA lf_flag.
WHILE lf_flag IS INITIAL.
     IF lf_flag EQ 'X'.
          EXIT.
     ENDIF.
ENDWHILE.

Then continue debugging and you'll see how the system search the assignment.

I'm pretty sure that the system does the search using Responsible No. If you have there an org. unit as you've stated above then you should adjust the search using this BAdI according to the note 1375170. That is it.