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SAP CRM cl_crm_ui_data_context_srv=>get_instance( ) no values in Background

Hello ,

We have implemented CRM with our client where it is being used as an Employee interaction center for HR services.

Quick Background:

In one of the scenario an inbound email into CRM 6.0 from ECC R/3 creates HR service request.

The Service request can also be created manually by the agents/operators.

When the HR requests are created manually by the agents the SLA gets calculated correctly.

However when the HR requests are created out of inbound emails, the SLA is not calculated correctly

Analysis:

For SLA calculations there is a custom function module implemented.

This Z function module gets called before HR service request creation.

Now in foreground (manual creation of HR request) , the below command which retrieves some global parameters works perfectly and in turn SLA gets calculated correctly.

However in background(when inbound email is triggered and this FM is called) this does not retrieve any class/global parameters.

Any ideas.

Quick replies would be appreciated.:)

Regards,

Abhishek Kokate

Former Member

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