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Christian Ahrens

Wrong page at agent inbox when using back button in CRM Web UI

Mar 01 at 08:46 AM | 58 Views

Hi guys,

I have a problem with the inbox of CRM Web UI (Interaction Center).
Somehow the page of my result list is not stored so I get back to page 1,
every time I use the back button (not the browsers).

This is the way I use:

Open the inbox -> search for service requests -> navigate to page 5 -> open a service request -> click the back button -> end up in the inbox at page 1.

Is there any way to store the information, at which page I leave the inbox, so the back button navigates me back to that page?

Thank you very much and best regards.

Chris

CRM Interaction Center
CRM Service | CRM WebClient UI | inbox
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2 Answers

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    Corrine Guan
    Mar 05 at 01:02 AM

    Hello Chris,

    What's your CRM version? I made tests in some systems like version SAPKU71313, when click 'back' on breadcrumb, it navigates to the previous page instead of page 1. Thus would you please try following:

    1. As Garcia suggested, remove enhancement first: set user parameter WCF_IGNORE_ENHNACEMT to A, and reopen the page to make test again.

    2. If issue still happens, please check which is the result view in INBOX? Is it ICCMP_INBOX/InboxResultView? Or ICCMP_INBOX/InboxItems?

    Please go to the view in BSP_WD_CMPWB, and check methods IF_BSP_WD_HISTORY_STATE~STATE_RESTORE and

    IF_BSP_WD_HISTORY_STATE~STATE_STORE. If they are called when display a service request, and click 'back' button:

    CL_ICCMP_IN_INBOXRESULTVI_CTXT->IF_BSP_WD_HISTORY_STATE~STATE_RESTORE

    CL_ICCMP_IN_INBOXRESULTVI_CTXT->IF_BSP_WD_HISTORY_STATE~STATE_STORE

    OR

    CL_ICCMP_IN_INBOXITEMS_CTXT->IF_BSP_WD_HISTORY_STATE~STATE_RESTORE

    CL_ICCMP_IN_INBOXITEMS_CTXT->IF_BSP_WD_HISTORY_STATE~STATE_STORE

    Best Regards, Corrine

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    Bruno Garcia
    Mar 02 at 12:36 PM

    Hi Chris,

    Did you made any enhancement on the IC inbox? If not, you shouldn't have to do anything for that, it should be the default behaviour.I think SAP support might help you fixing that, since it should be considered a bug.

    Kind regards,
    Garcia

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