Hi,
1. Please set breakpoint in CL_CRM_UI_NAVBAR_SRV->GET_NAVIGATION_INFO_FOR_DESC before you click the object number in the 'interaction history' result.
Once you click object number, the breakpoint will stop here. Please check what is if they are:
LV_COMPONENT-> ICCMP_INBOX
EV_OBJECT_TYPE-> BT126_INR
EV_OBJECT_ACTION-> B
and then check what is value for EV_LINK_ID, is it IC_BT_INR?
Finally, please check if EV_VIEW_NAME is IC_INR.InrWindow and EV_INBOUND_PLUG is DEFAULT.
2. And also, what customization have you done to make separate window open: 'I do the same with a service request or service order, I get a separate window with the transaction record'?
Best regards, Corrine
Hello SF,
1. Can I know which business role are you using? Is it the standard business role S4C_SRV_ICAG - Service IC Agent ?
If not, is the issue also happens in S4C_SRV_ICAG?
is it possible that you upload the whole screenshot for the search page(including the navigation bar menu on the left side)?
2. Can we know which is the navigation bar profile assigned to the business role?
3. Also, can we know the interaction record's transaction type definition? what is its PROCESS TYPE and OBJECT TYPE (is it BUS2000126)?
4. You said when you click on service request or service order, a separate window is opened. May we know what customization or parameter you set to make them open in separate window?
5. What's the F12 information ? Can you upload your screenshot?
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I asked these because in normal CRM webui, the issue is most probably caused by the missing entry in 'Define Generic Outbound Plug Mappings' in navigation bar profile definition. If it is standard delivered business role, this issue normally should not happen. Thus if we can know more details, we can get a clear direction of the issue.
Best Regards, Corrine
Hi Corrine,
I am using standard SAP role but it is called SAP_S4C_UIU_SRV_ICAG as this is embedded CRM in S4. The navigation profile is
S4C_SRV_ICAGT and the transaction type is 0010. F12 is used in Fiori environment for us to check and analysis details of the call.
Appreciate if you an share some insight to this.
Regards
SF
Hi SF,
This is really strange - are you able to navigate to the interaction record screen after confirming an account or when searching the interaction record in the agent inbox?
Thanks a lot
Sigrid
Hi SF,
1. It is interesting now. Since it is EV_OBJECT_TYPE-> BT126_APPT, this transaction, it might not be real 'interaction record'.
Would you please go to the view where your interaction record is created, Click F2, and then send us the picture of the pop up? We need to know which view you are using to create the 'interaction record'.
2. Since EV_LINK_ID and EV_VIEW_NAME return no value, it means 'Define Generic Outbound Plug Mappings' doesn't contain the entry for it. Here is the way to go to 'Define Generic Outbound Plug Mappings'
1). go to 'business role' definition via T-code SPRO, path Customer Management->UI Framework->Business Roles->Define Business Role, double check what is the navigation bar profile assigned to your business role(even though you have mentioned previously).
2). Then go to SPRO, path Customer Management->UI Framework->Technical Role Definition->Define Navigation Bar Profile, select your navigation bar profile, double click on 'Define Generic Outbound Plug Mappings'.
I checked in standard system, surely we don't have entry for BT126_APPT. Thus please let us know how you create the 'interaction record'.
Best Regards, Corrine
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