How To Fix CRM_IC_AUI558 - Dashboard search and result might not match inbox search and result

SAP Error Message - Details

• Message type: E = Error

• Message class: CRM_IC_AUI - Messages for Agent's Universal Inbox

• Message number: 558

• Message text: Dashboard search and result might not match inbox search and result

What causes this issue?

The search attributes displayed in the agent inbox (inbox) might not
match the <LS>Inbox Work Distribution</> search, due to the following
differences of search attribute values between the inbox and the
dashboard:
The search value <LS>None </>is not available for the <LS>Priority</>
search attribute, in the inbox.
The search value <LS>Not Assigned </>is not available for the
<LS>Employee Responsible</> search attribute, in the inbox.
Only one employee responsible can be selected for each inbox search.
The inbox result list might contain less entries than the <LS>Inbox Work
Distribution</> dashboard result, for the following reasons:
Inbox items that the current user is not authorized to display do not
appear in the inbox result list.
The maximum number of hits per item type has been restricted in the
inbox profile assigned to your business role.

System Response

The system issues an error message and will not allow you to continue with this transaction until the error is resolved.

How to fix this error?

Procedure for System Administrators

Error message extract from SAP system. Copyright SAP SE.

Smart SAP Assistant

• What is the cause and solution for SAP error message CRM_IC_AUI558 - Dashboard search and result might not match inbox search and result ?

  The SAP error message CRM_IC_AUI558 indicates that there is a discrepancy between the search results displayed in the dashboard and those shown in the inbox. This can occur in the context of SAP Customer Relationship Management (CRM) applications, particularly when using the Interaction Center (IC) functionalities.
  Cause:
  
  Data Synchronization Issues: The data in the dashboard and inbox may not be synchronized, leading to different results being displayed.
  Search Criteria Differences: The search criteria or filters applied in the dashboard may differ from those used in the inbox, resulting in different sets of results.
  Caching Problems: Cached data might not be updated, causing stale results to be displayed.
  Configuration Issues: There may be configuration settings that affect how data is retrieved and displayed in the dashboard versus the inbox.
  User Permissions: Different user roles or permissions might restrict access to certain data, leading to discrepancies in what is displayed.
  
  Solution:
  
  Refresh Data: Try refreshing the dashboard and inbox to ensure that the latest data is being displayed. This can often resolve issues related to caching.
  Check Search Criteria: Verify that the search criteria and filters applied in both the dashboard and inbox are the same. Adjust them as necessary to ensure consistency.
  Review Configuration Settings: Check the configuration settings for both the dashboard and inbox to ensure they are set up correctly and consistently.
  Clear Cache: If caching is suspected to be an issue, clear the cache for the application or browser being used.
  User Role Verification: Ensure that the user has the appropriate permissions to view the same data in both the dashboard and inbox.
  Consult Documentation: Refer to SAP documentation or support resources for any known issues or updates related to this error message.
  
  Related Information:
  
  SAP Notes: Check SAP Notes for any specific patches or updates related to this error message. SAP frequently releases updates that may address known issues.
  SAP Community: Engage with the SAP Community forums to see if other users have encountered similar issues and what solutions they have found.
  System Logs: Review system logs for any additional error messages or warnings that may provide more context about the issue.
  Technical Support: If the issue persists, consider reaching out to SAP Support for further assistance, providing them with detailed information about the error and the context in which it occurs.
  
  By following these steps, you should be able to identify and resolve the discrepancy indicated by the CRM_IC_AUI558 error message.