Unable to forward inbox item of type in the Agent Inbox

[Former Member]

Hi Experts,

In the Agent Inbox of Interaction center, I have a requirement to forward the business transactions to Employees or groups.

In the result list of Inbox, After I select one item and click on Forward button, I am getting below error.

"Unable to forward Inbox item type "Service request" with description"XXXXXX".

Note: Emails are getting forwarded to Employees. I need the same behavior for other transaction types like Service requests and tasks.

Kindly let me know, I have to do any additional configurations to resolve this issue.

Thanks in advance for your kind inputs,

Regards,

Nagaprasad

[Former Member]

Hi Bruce Li,

Thanks for your reply.

Is there any pre requisite configurations that we have to maintain to make this functionality work. In debugging also, we are not able to find any clue for it.

Kindly let me know if any configuration check I have to do for  it.

[bruce_li]

Hi Nagaprasad,

You could try to debug at following method to see if the CRM_IC_AUI 013

error is coming from there.

1.Class/Interface      CL_CRM_AUI_WORKITEM

Method     FORWARD

* Call item's 'dispatch' method

  TRY.

      ir_entity->execute( iv_method_name = 'DISPATCH_ITEM'

                          it_param       = lt_params ).

      lv_success = abap_true.

    CATCH cx_root.

      lv_success = abap_false.

*     Build error message

      ev_message-msg_type       = if_genil_message_container=>mt_error.

      ev_message-msg_id         = 'CRM_IC_AUI'. "#EC_NOTEXT

      ev_message-msg_number     = '013'.

      ev_message-msg_v1         = ir_entity->get_property_as_string( 'ITEM_TYPE' ). "#EC_NOTEXT

      ev_message-msg_v2         = ir_entity->get_property_as_string( 'DESCRIPTION' ). "#EC_NOTEXT

      EXIT.

  ENDTRY.

2.CL_CRM_AUI_ONEORDER FORWARD

    CATCH cx_root.

*     Build error message

      ev_message-msg_type       = if_genil_message_container=>mt_error.

      ev_message-msg_id         = 'CRM_IC_AUI'. "#EC_NOTEXT

      ev_message-msg_number     = '013'.

      ev_message-msg_v1         = ir_entity->get_property_as_string( 'ITEM_TYPE' ). "#EC_NOTEXT

      ev_message-msg_v2         = ir_entity->get_property_as_string( 'DESCRIPTION' ). "#EC_NOTEXT

      RETURN.

  ENDTRY.

Best Regards,

Bruce

[bruce_li]

Hi Nagaprasad,

For the error "CRM_IC_AUI 013", it is necessary to do debugging to futher analysis.

I think you can debug form following method.Please also check if you have implemented badi CRM_IC_INBOX_BADI.

CL_ICCMP_IN_INBOXITEMS DO_HANDLE_EVENT

Best Regards,

Bruce

[BGarcia]

Hi Nagaprasad,

One thought is that your service request is missing some mandatory field or hitting some unwanted condition. Do you have, for example. ORDER_SAVE~CHECK_BEFORE_SAVE badi implemented with your own checks?

Kind regards,

Garcia