Agent Inbox- "Assigned To" need to add search criteria

[former_member226908]

Hi All,

Currently in Agent Inbox, under "Assigned To" we have ME and MY GROUPS. This searches for the Service Requests based on Employee Responsible and their team. This configuration is maintained under the path:

CRM-IC Webclient-Agent Inbox-Map Item Attributes to Inbox Attributes-Map Business Transactions to Responsible Employees and Groups 

Now we have added a seperate partner functions called 'Service Request Owner' and 'Service Request Owner Service Team'. We want to bring both these also under "Assigned To".

How to make this work? Please help. Points will be awarded to helpful answers.

PS: Service Request Owner is manually given by the user and is a static field. So it is different from Employee Responsible.

[former_member202001 · Accepted solution]

Hi, there are several BADI's to manipulate the Agent inbox.  Think one of them can be used to obtain your goal. In the short the path:

SPRO --> CRM --> interaction Center WebClient --> Agent inbox --> BADI

Regards,

Martin