Skip to Content
avatar image
Former Member

Unable to forward inbox item of type in the Agent Inbox

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

Add comment
10|10000 characters needed characters exceeded

  • Get RSS Feed

3 Answers

  • Oct 22, 2015 at 08:12 AM

    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

    Add comment
    10|10000 characters needed characters exceeded

  • Oct 22, 2015 at 08:45 AM

    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

    Add comment
    10|10000 characters needed characters exceeded

  • avatar image
    Former Member
    Oct 27, 2015 at 07:36 AM

    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.


    Add comment
    10|10000 characters needed characters exceeded

    • 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