Quick search on my groups gives incorrect results

[Former Member]

Hello Experts,

When using quich searches for the agent inbox for 'my groups' to many results are shown and not only specific to 'my groups'.

We are working on CRM 7.0, employee interaction center using the service ticket.

Does anyone has the same experience?

Thanks

[saumya_govil]

Hi Donny,

I have also faced a similar issue in case of Advanced search of agent inbox in CRM 7.0.

In case of simple search it works fine.

I guess this is a standard functionality of SAP where it includes all the organizations assigned to the users in my groups. Hence we see service tickets apart from the ones in my group.

To recitify this, we had implemented the CRM_IC_INBOX_BADI and method AFTER_SEARCH to filter out the service tickets from the result list which do not belong to my groups.

Hope this gives you some direction.

Regards,

Saumya