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Former Member

End Button Functionality in SAP CRM, IC Agent role

Dear Gurus,

I have noticed a difference in end button functionality(Input field is not getting cleared on End) after System Upgrade to EHP2, As per my understanding this functionality difference is only in my Z Business role(Copy of IC Agent Utility(lean)), So please guide me how to find root cause area.

Thanks,

Krishna.

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5 Answers

  • Best Answer
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    Former Member
    Mar 08, 2013 at 06:23 AM

    Hello Krishna,

    The triggering point for End functionality can be set at

    CL_CRM_IC_INTERACTION_MGR_UIU~ON_CANCEL_INTERACTION

    Since you mentioned it occurs in Z role only,kindly check if you have enhancment for component CRMCMP_IC_FRAME

    Also as Nick mentioned if the Z role is utilities role then kindly check the Identification profile used for this.

    If you use a copy of UTIL_IC_LEAN role than you should use IUICMDC which than refers to class CL_IUICMDC_CUCOMD_IMPL,similarly if z role is copy of UTIL_IC role you should use IUICMD which than
    refers to class CL_IUICMD_CUCOMD_IMPL.

    I hope this helps.

    Regards,

    Reshma Rao

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    Former Member
    Mar 04, 2013 at 03:54 AM

    Dear Experts,

    Any of you having Idea about this End Button functionality in IC Agent screen... I am strugling to identify the triggering point, So help me to find triggering point.

    Thanks,

    Krishna

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    Former Member
    Mar 08, 2013 at 11:32 AM

    Hi Krishna,

    one difference in the handling of the End Button event is the listener called for the handling. In CRM 7.0 it was the class CL_ICWC_SAM_WORKER_LISTENER, in EHP2 it is CL_SAM_CLIENT_QUEUE_RECEIVER.

    In order to get the "old" functionality I made two enhancements:

    - In the method CL_SAM_SHARED_QUEUE_RECEIVER->ENQUEUE_MESSAGE:

    DATA: lr_message TYPE REF TO if_sam_text_message,
    lv_action TYPE string.
    DATA: lr_listener type ref to CL_MCM_CLIENT_EVENT_LISTENER.

    TRY.
    lr_message ?= message.

    CATCH CX_SY_MOVE_CAST_ERROR.
    * standard processing on cast error
    m_queue_receiver_instance->enqueue_message( message ).
    EXIT.
    ENDTRY.

    TRY.
    lv_action = lr_message->get_text( ).
    CATCH CX_SAM_MESSAGING_EXCEPTION.
    * standard processing on error
    m_queue_receiver_instance->enqueue_message( message ).
    EXIT.
    ENDTRY.

    IF lv_action = 'alert cancel'. " This is the event triggered by the End button
    m_queue_receiver_instance->enqueue_message( message ). " Standard EHP2 Processing

    * Here is the call of the 'old' listener
    lr_listener ?= cl_icwc_sam_worker_listener=>get_mcm_client_event_listener( ).
    lr_listener->if_sam_message_listener~on_message( message ).
    EXIT.
    ENDIF.
    ENDIF.

    - In the method CL_MCM_CLIENT_EVENT_LISTENER->DISPATCH_MESSAGE:

    IF icwc_eventname = 'com.sap.ic.alert.remove'.
    RAISE EVENT client_action_message
    EXPORTING message = obj_msg.
    ENDIF.

    Maybe this is also helpful for you.

    Regards,

    Wladimir

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    Former Member
    Mar 05, 2013 at 06:47 PM

    I am seeing this issue also. I opened a message but have not heard back.

    Have you figured this out yet?

    NICK

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  • Mar 07, 2013 at 11:35 AM

    Hi Krishna,

    You can check the view

    CRMCMP_IC_FRAME/HiddenView

    component CRMCMP_IC_FRAME to check END button functionality.In this view put the break point in event

    EH_ONFORWARDCALL and check it.

    In this component you can also check

    Pages with Flow Logic

    header_jscripts.js for all button code.

    Regards,

    Harish Kumar

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    • Former Member Sigrid Wieshofer

      Hi Sigrid,

      Thanks for your update. I have checked all the config related to runtime framework and it looks fine.

      It is as per SAP note you mentioned above.

      Do you have any other suggestion in your mind ?

      Thanks & regards

      Madhusudan