CRM Web UI and workflow

[Former Member]

Hi Friends,

Wanted to know where can I find basics about CRM web UI and workflow integration.

To elaborate, in case of UWl, we have launching mechanism so that work item can launched frm UWL accordingly, simlarly what is the way by which work item is launched/executed in case of CRM web UI ?

Regards,

Akshay

[Former Member · Accepted solution]

Hi Akshay,

For this you'll need to set up agent inbox to recieve email / work item. Following are few tcodes which will help. These are not all you need. best advice is get a CRM consultant and tell him that you need Agent inbox settings to be changed for recieveing workitems.

Tcodes: CRMC_IC_MAIL_WF, CRMC_IC_MAIL_E_RESP (Agent assignment rules equivelent), CRM_IC_AUI_QUICKS

Or follow teh path below from SAP Easy access menu.

SAP Menu -> Interaction centre -> Interaction Centre Web Client -> Administration -> Agent Inbox.

I hope this gets you moving in right direction.

Warm Regards,

Anuj Nagpal.

[Former Member · Accepted solution]

Hi Anuj,

Thanks for the inputs.

With the help of setting agent inbox, I'll receive work items . But I still have my question: How will the work item be executed in CRM web GUI?

To elaborate, If we use Inbox in SAP GUI, it might be launching some SAP screen, but from CRM Web GUI, I would like to launch some web screen instead of SAp GUI, how is this achieved? e.g. Are there any settings need to be made

Regards,

Akshay Bhagwat

[Former Member · Accepted solution]

Hi Akshay,

You can customize ur WUB UI home page to display Workflow items. Home Page -> Personalize Button -> check if you have Workflow tasks as one of the options in the "Content" dropdown.

Regards,

Madhumitha