Problem with emails not show at inbox

[Former Member]

Hello gurus,

I have a sap crm 5.0, with webclient scenario configured in a customer.

When the user uses the inbox functionality, and pick the option "my group itens" in quicksearch, it lists only the workitens, and does not shows the emails. It gives a Info at the top of the screen like "XXX email(s), fax(es)..... not shown".

The problem is this thing was working before, and is not working anymore.

I passed some requests related to a new erms rule, but it was days before this problem. I don´t see a connection between this new erms rule and this problem of the emails not being shown.

Do somebody have a clue about what´s the problem about it?

Is there any configuration for this? I already checked the quicksearch and profile configurations, and in a first view, there´s no problems. I checked SWU3, and there some red crosses over there.

Any help is welcome!

Luiz David

[Former Member]

Hi Luiz

This message appears when there is too many items to be displayed in the Agent Inbox.

The configuration settings in Define Agent Profile prevents records in excess of this value from showing.

Modify the values and test, see if this resolves the problem, else reply to the thread.

Regards

Arden

[Former Member]

Hello Arden,

Thanks for the suggestion, but I don´t think this is the solution.

My configuration it´s to display until 300 results. At PRD system, where this issue happened, the emails despite of this number of 300, simply is not shown.

I checked and double checked many configurations, and the worst point: in QAS system it works, and PRD does not. They have both same configuration. Do you have any tip about it?

thanks in advance,

Luiz David

[Former Member]

Hello Guys, I found the solution.

Arden gave a good point to fix the thing but there´s another. Here follows, How I solved the thing, and the trouble scenario that I had to thought about.

At qas system, there were not so much emails, in historical point of view.

At prd system, there were many, many emails, in historical point of view.

That´s the point: at transaction where I define the quicksearch the problem was a "from fixed date" from 31.03.2008, and blank for the "to date". When I made both fields in blank, and entered the last 30 days, the thing start running smoothly. So good to view the things up and running....

And here follows my advise, make new entries for the quicksearch transaction, for 45, 60, and 90 days. More than this, it´s not a call center.