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C4C server-side groupware integration: Turn off automatic sending of invitation for visits

Dear SAPlers,

we recently started using the server-side groupware add-in with a group of pilot users. Now these users noticed that for all visits they created in C4C their Outlook systems automatically sent out invitations.*

This is a huge problem! We must not send every visit created in C4C to the participants. There could be information for internal use in there!

With the client-side add-in this problem did not exist: The visit was synched to the Outlook client, but unless the sales rep manually pressed "send" this would not have triggered an invitation to be sent out.

Can this be turned off by adjusting a setting somewhere? Like this the server-side groupware integration is unusable for us.

*) Ps.: I tried creating the visit in Outlook without sending (just saved) and then categorized it as C4C relevant to trigger the upload. Even this sent out an invitation after the visit was changed in C4C later on.

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3 Answers

  • Best Answer
    Mar 07 at 08:47 AM

    Updating this with a "solution" we found that goes along with Ankan's suggestion of a custom role:

    - We created a custom role for Attendees that can be used as "Involved Parties" in visits

    - We renamed the "Involved Parties" tab in the visit to "Attendees".

    - We hid the standard "Attendees" tab from view.

    - We used Data Workbench to change the role of all (regular) Attendees to our (custom) Attendee role

    After this we thought we had solved the problem but there were cases in which the standard Attendee fields would be filled automatically and invitations were still sent out. So additionally

    - We implemented a PDI solution removing all (regular) attendees when the visit is saved (Event-BeforeSave)

    foreach ( var attendee in this.AttendeeParty ) {
     attendee.Delete( );
    }
    

    Downside is that this messes with visits created in Outlook as well. But as with our scenario we only use C4C for internal visit documentation and Outlook for sending appointments to clients (resulting in two separate Outlook cal. entries in case we need both) that is not a problem for us.

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  • Aug 13, 2018 at 03:41 PM

    The behaviour is designed considering the fact that for server-side there is no client interface to let you "manually press 'send'".

    I would be surprised if the expectation is for a user to go in and open every appointment in his calendar to check whether the invite is sent out or not. For client-side - we have an interface (in the taskbar) where you can do this in bulk.

    There are two solutions:

    1. Use a custom field (KUT) for internal notes. The standard notes field is exchanged with Outlook and shared externally.

    2. Consider usage of the option E-mail Integration > Groupware Settings > Settings > Freeze Description Fields
    Using this option synchronizes the notes field only on creation and subsequent updates to it are not synchronized.

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    • Hi Ankan,

      an update about this: We will remove the custom role again as it worsens UX for sales reps who now have to consider multiple attendee roles. Also the custom role is not suitable for handling in Outlook in the way that contacts should be managed.

      I spoke to various other SAP clients on SAP CX and they have the same expectations as we do in as they want to prevent any invitations to be sent automatically. Many follow the process of creating the visit in the system after it actually took place only using it for documentation purposes (-> don't want to send out invitations anymore) and most do not send any invitations to their customers at all (usually the way of conduct is that the sales rep creates a calendar entry for himself/herself and the customer creates his/her own entry individually).

      We'll get back to you regarding the matter.

      Kind regards

      Dominik

  • Oct 16, 2018 at 12:00 PM

    Hi Ankan,

    an update about this: We will remove the custom role again as it worsens UX for sales reps who now have to consider multiple attendee roles. Also the custom role is not suitable for handling in Outlook in the way that contacts should be managed.

    I spoke to various other SAP clients on SAP CX and they have the same expectations as we do in as they want to prevent any invitations to be sent automatically. Many follow the process of creating the visit in the system after it actually took place only using it for documentation purposes (-> don't want to send out invitations anymore) and most do not send any invitations to their customers at all (usually the way of conduct is that the sales rep creates a calendar entry for himself/herself and the customer creates his/her own entry individually).

    We'll get back to you regarding the matter.

    Kind regards

    Dominik

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    • Hi Dominik,

      Thanks for the update.
      While the process you mention might make sense in your scenario, we have an equal (actually much larger) number of users who sync appointments as they are working on them and not in the past and also expect invites to go out.

      Over and above, not sharing invites is not a setting we plan at the moment (or at all if I am honest) - expecting an end-user to open each synchronised event (going through their calendar manually?) and then opening every event to check the event sent out status and then sending it is not a simple user experience. Any process which adds manual steps is an additional complication that users would love to avoid :)

      Creating another role should not worsen the UX in my view, this is normal system functionality - the system comes pre-delivered with multiple roles. In fact, my suggestion would be to explicitly name the role so that it is evident to the user that no invite would be sent out when using it.

      Regards,
      Ankan