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Open Common Outlook Inbox in CRM Web UI


We have a business requirement to have a common Outlook Inbox open from the E-mail Inbox work center in the navigation bar. We do not have e-mails sent to the CRM system, so Agent Inbox is not an option.

Let me explain in more detail:

As standard, when a user clicks the E-mail Inbox link, the Outlook opens the Outlook inbox of a specific user.

The business would like a common Outlook Inbox, for example, to open instead of a personal inbox, does anyone know how we can control that for a group of users ?

best regards


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2 Answers

  • Posted on Jul 28, 2011 at 01:14 PM

    Hi Anup,

    No, as far as I understand these configuration points they are about distributing e-mails within the CRM system.

    The requirement we have is not about e-mails in the CRM. The issue is that when a user clicks on the "E-mail Inbox" workcenter in the navigation bar the system displays "Microsoft Outlook Inbox of Michael". In fact, it looks like it opens the default inbox of the Outlook on the PC, because if I log on to the web UI with a different user I still get my own Inbox displayed, but that is another story.

    Anyway, instead of displaying this Outlook Inbox it should for example display a "Microsoft Outlook Inbox of Service", a common Outlook inbox for internal service that several users can access. It should still be possible to transfer to CRM as you can with your own inbox.

    best regards


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    • Hi Michael,

      I was just looking for a solution for a similar issue.

      Here is a discussion which might be of interesst for you:

      I think the menioned Note might be what you are looking for:

      SAP Note 1589412 - Consulting Service: Enhanced E-Mail Integration MS Outlook

      Best Regards


  • author's profile photo Former Member
    Former Member
    Posted on Jul 26, 2011 at 03:17 PM


    Can you check customization :

    SPRO > SAP NetWeaver > Settings for Reporting and Analysis > Settings for Information Broadcasting >

    Set Up Mail Server (or) Settings for Distributing E-mails

    Also check Duet customizations.

    Hope this helps.



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