End Button Functionality in SAP CRM, IC Agent role

[Former Member]

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. 

[Former Member · Accepted solution]

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

[Former Member]

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

[former_member188098]

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

[Former Member]

Hi Harish,

When i'm clicking on END button in UTIL_IC role, nothing is happening. No event is getting triggered.

Method EH_ONFORWARDCALL is also not triggered.I'm not able to debug header_jscripts.js .

Could you please suggest what would be the approach to resolve this issue.

Thanks in advance.

Madhusudan

[Sigrid]

Hi,

You might check if the runtime framework profile (function profile ID RUNTIME) assigned to  business role exists and corresponds to the standard delivered profile as shown in KBA 1836437.

I have seen issues where the default profile DEFAULT_IC was missing in the working client and had to be copied from the client 000.

Best Regards,

Sigrid

[Former Member]

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

[Former Member]

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

Have you figured this out yet?

NICK

[Former Member]

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

[Former Member]

SAP responded to my message with this:

Component IUICMD is used by UTIL_IC role and component IUICMDC by role UTIL_IC_LEAN. So it is the question which business role concept you will you use, which decides about the used component.

If you use an UTIL_IC_LEAN role than you should use IUICMDC which than refers to class CL_IUICMDC_CUCOMD_IMPL,similarly  UTIL_IC role you should use IUICMD which than
refers to class CL_IUICMD_CUCOMD_IMPL.

So you have to decide, which concept you take and therfore which role.And depending on this you choose than the right profile. And you should NEVER use both profiles in one role.

The coding after EHP2 upgrade is corrected  and a correction for lower releases is done within note 1774926

Hope this helps.

NICK

[Former Member]

Hi Nick,

Thanks for your suggestion, we are using UTIL_IC_LEAN  business role....

Regards,

Krishna