mySAP CRM

Solution Management Guide

mySAPTM

Customer Relationship Management

Release 2005

Document Version 1.1

<01/2006>

© Copyright 2005 SAP AG. All rights reserved. No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice. Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors. Microsoft, Windows, Outlook, and PowerPoint are registered trademarks of Microsoft Corporation. IBM, DB2, DB2 Universal Database, OS/2, Parallel Sysplex, MVS/ESA, AIX, S/390, AS/400, OS/390, OS/400, iSeries, pSeries, xSeries, zSeries, z/OS, AFP, Intelligent Miner, WebSphere, Netfinity, Tivoli, and Informix are trademarks or registered trademarks of IBM Corporation in the United States and/or other countries. Oracle is a registered trademark of Oracle Corporation. UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group. Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and MultiWin are trademarks or registered trademarks of Citrix Systems, Inc. HTML, XML, XHTML and W3C are trademarks or registered trademarks of W3C®, World Wide Web Consortium, Massachusetts Institute of Technology. Java is a registered trademark of Sun Microsystems, Inc. JavaScript is a registered trademark of Sun Microsystems, Inc., used under license for technology invented and implemented by Netscape. MaxDB is a trademark of MySQL AB, Sweden.

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Contents 1 GETTING STARTED ............................................................................................................................. 8

1.1 GLOBAL DEFINITIONS ......................................................................................................................... 8 1.2 HISTORY OF CHANGES ........................................................................................................................ 9 1.3 RELATED INFORMATION ..................................................................................................................... 9

2 TECHNICAL SYSTEM LANDSCAPE............................................................................................... 10 2.1 RELATED DOCUMENTATION ............................................................................................................. 10

3 MONITORING OF MYSAP CRM ...................................................................................................... 11 3.1 ALERT MONITORING WITH CCMS.................................................................................................... 12

3.1.1 Component Alert Monitoring ................................................................................................... 12 3.1.1.1 CRM Server.......................................................................................................................... 12 3.1.1.2 CRM Middleware................................................................................................................. 12

3.1.1.2.1 CRM specific qRFC Monitors....................................................................................... 13 Customizing of the CCMS qRFC Monitors ..................................................................................... 13 3.1.1.2.2 Monitoring the Communication Station ........................................................................ 14

3.1.1.3 Interaction Center WebClient............................................................................................... 14 3.1.1.3.1 Search and Classification (TREX)................................................................................. 14 3.1.1.3.2 SAPconnect ................................................................................................................... 14 3.1.1.3.3 SAPphone ...................................................................................................................... 14

3.1.1.4 Interaction Center WinClient ............................................................................................... 14 3.1.1.4.1 One Order ...................................................................................................................... 14 3.1.1.4.2 SAPoffice ...................................................................................................................... 15 3.1.1.4.3 SAP Business Information Warehouse.......................................................................... 15 3.1.1.4.4 SAPphone ...................................................................................................................... 15

3.1.1.5 BW Adapter.......................................................................................................................... 15 SAP Business Warehouse (BW) ...................................................................................................... 15

3.1.2 Scenario Alert Monitoring........................................................................................................ 15 3.1.2.1 E-Selling............................................................................................................................... 15

CRM Internet Sales and Internet Sales (ERP Edition) ..................................................................... 15 Lead Management in Channel Management .................................................................................... 16

3.2 DETAILED MONITORING, PROBLEM AND PERFORMANCE ANALYSIS TOOLS ..................................... 16 3.2.1 CRM Server Analysis Tools...................................................................................................... 16

3.2.1.1 Monitoring Cockpit (Generic) .............................................................................................. 19 Generation information .................................................................................................................... 19 Runtime Information ........................................................................................................................ 21

Message processing active ........................................................................................................... 21 Data Exchange using qRFC Queues............................................................................................. 21 Adapter Status Information .......................................................................................................... 21

Parameters in ERP Backend(s)......................................................................................................... 23 CRM Middleware BDoc Messages in the Flow........................................................................... 24 CRM Middleware R&R Queues .................................................................................................. 24 Status of R&R Queue Demon ...................................................................................................... 24 Status of R&R Queues ................................................................................................................. 24

System Settings ................................................................................................................................ 24 3.2.1.1.1 Monitoring Tools / Statistics ......................................................................................... 25 3.2.1.1.2 Background Jobs............................................................................................................ 26

3.2.2 ERP Backend System Analysis Tools........................................................................................ 28 3.2.3 Communication Station Analysis Tools.................................................................................... 29 3.2.4 Mobile Client Analysis Tools.................................................................................................... 29 3.2.5 Rollout Manager Analysis Tools .............................................................................................. 30 3.2.6 SAP CRM Java Components .................................................................................................... 30

3.2.6.1 Java Monitoring and Management ....................................................................................... 30 3.2.6.2 Java Problem Detection and Analysis .................................................................................. 33


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3.2.6.3 Error Handling for Web AS Java ......................................................................................... 35 3.2.6.4 Monitoring of SAP NetWeaver Java Development Infrastructure ....................................... 35 3.2.6.5 Detailed Monitoring of CRM Java Components .................................................................. 35

3.2.7 CRM Interaction Center (IC) WebClient Analysis Tools ......................................................... 38 3.2.7.1 Simplified ABAP Messaging (SAM) Trace Analysis Tool.................................................. 38 3.2.7.2 Interactive Script Editor (ISE) Trace Analysis Tool ............................................................ 38 3.2.7.3 Broadcast Supervisor............................................................................................................ 38 3.2.7.4 Software Agent Framework Diagnosis Tool ........................................................................ 38 3.2.7.5 E-Mail Response Management System................................................................................ 38 3.2.7.6 Business Communication Broker and Integrated Communication Interface (BCB/ICI)...... 38

Trace View....................................................................................................................................... 38 Trace Level Adjustment ................................................................................................................... 38

3.2.7.7 Call List Log......................................................................................................................... 39 3.2.7.8 Business Workplace ............................................................................................................. 39 3.2.7.9 Internet Pricing and Configurator (IPC)............................................................................... 39 3.2.7.10 SAP Business Information Warehouse (SAP BW) .......................................................... 39 3.2.7.11 SAPphone......................................................................................................................... 39 3.2.7.12 SAP Business Workflow .................................................................................................. 39 3.2.7.13 Data Archiving Monitor ................................................................................................... 39

3.2.8 IC WinClient Analysis Tools .................................................................................................... 39 3.2.8.1 Performance Enhancement and Tracing............................................................................... 40

3.2.8.1.1 Performance Enhancement Notes.................................................................................. 40 3.2.8.1.2 CIC Trace ...................................................................................................................... 40 3.2.8.1.3 Activity Logging............................................................................................................ 41

3.2.8.2 SAPphone and Computer Telephony Integration................................................................. 42 3.2.8.2.1 Testing Computer Telephony Integration with Simulator Server.................................. 42

3.2.8.3 Testing Computer Telephony Integration with Soft Phone Features from SAPphone......... 43 3.2.8.3.1 Monitoring Call Attached Data...................................................................................... 43

3.2.8.4 Software Agent Framework Diagnosis Tool ........................................................................ 43 3.2.8.5 Broadcast Supervisor............................................................................................................ 44 3.2.8.6 E-Mail Response Management System Integration.............................................................. 44 3.2.8.7 Solution Database Archiving................................................................................................ 44

3.2.9 MapBox Analysis Tools (used in Groupware Integration)....................................................... 44 3.2.9.1 CRM Middleware Monitoring for Groupware Integration................................................... 49 3.2.9.2 Groupware Connector .......................................................................................................... 49

3.2.10 BW Adapter Analysis Tools ...................................................................................................... 49 3.2.11 Business Package for SAP CRM 5.0 ........................................................................................ 50

3.2.11.1 Business Package for SAP CRM 5.0 Analysis Tools ....................................................... 50 3.2.11.2 Administration and Configuration of Object Links in the Business Package for SAP CRM 5.0 50

3.2.12 Segment Builder Analysis Tools ............................................................................................... 52 3.2.13 Cross-/Up-/Down-Selling Analysis Tools................................................................................. 52 3.2.14 Top n Product Lists Analysis Tools .......................................................................................... 52 3.2.15 Scenario-Specific Problem Analysis Tools............................................................................... 52

3.2.15.1 Web Application Components.......................................................................................... 52 3.2.15.2 Service.............................................................................................................................. 56 Case Management ................................................................................................................................ 56 Case Management for Public Sector .................................................................................................... 56 3.2.15.3 Field Applications ............................................................................................................ 56

CRM Middleware Monitoring for Field Applications...................................................................... 56 CRM Mobile Client Problem Analysis Tool for Field Applications................................................ 58

3.2.15.4 Interaction Center ............................................................................................................. 58 3.2.15.5 Sales ................................................................................................................................. 59

Account Management ...................................................................................................................... 59 3.2.15.6 Product Master ................................................................................................................. 60 3.2.15.7 Partner/Product Ranges .................................................................................................... 61 3.2.15.8 Marketing ......................................................................................................................... 61


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Campaign Export to Channel (Job Monitoring) .............................................................................. 61 CRM Middleware Queues................................................................................................................ 62 Lead Management ............................................................................................................................ 64 Product Proposal .............................................................................................................................. 64 External List Management ............................................................................................................... 65

External List Management in CRM ............................................................................................. 65 External List Management in BW................................................................................................ 67

Lead Management ............................................................................................................................ 68 3.2.15.9 Campaign Management.................................................................................................... 69 3.2.15.10 Marketing Planning .......................................................................................................... 70 3.2.15.11 Trade Promotion Management ......................................................................................... 70

4 MANAGEMENT OF MYSAP TECHNOLOGY ................................................................................ 70 4.1 ADMINISTRATION TOOLS OF SOFTWARE COMPONENTS .................................................................... 71

4.1.1 BW Adapter .............................................................................................................................. 71 4.1.2 E-Commerce and Channel Management Components............................................................. 72 4.1.3 Interaction Center .................................................................................................................... 73 4.1.4 Business Package for mySAP CRM 5.0.................................................................................... 74

4.2 STARTING AND STOPPING ................................................................................................................. 74 4.3 BACKUP/RESTORE AND RECOVERY .................................................................................................. 75 4.4 SYSTEM COPY................................................................................................................................... 76

4.4.1 Web Application Server............................................................................................................ 76 4.4.1.1 Post System Copy Steps ....................................................................................................... 76 4.4.1.2 Further used components...................................................................................................... 76

4.4.2 Interaction Center (WebClient) ................................................................................................ 76 4.5 PERIODICAL TASKS ........................................................................................................................... 77

4.5.1 Scheduled Periodical Tasks...................................................................................................... 77 4.5.1.1 CRM Middleware................................................................................................................. 77 4.5.1.2 Partner Management in Channel Management..................................................................... 77 4.5.1.3 Partner Segmentation in Channel Management ................................................................... 77 4.5.1.4 Internet Sales ........................................................................................................................ 78 4.5.1.5 Rules for Personalization...................................................................................................... 78 4.5.1.6 Selling via eBay® ................................................................................................................ 78 4.5.1.7 Software Agent Framework (SAF)....................................................................................... 79 4.5.1.8 Interaction Center (WebClient) ............................................................................................ 80 4.5.1.9 Top n Product Lists (Marketing - Product Proposal)............................................................ 80 4.5.1.10 External List Management ............................................................................................... 80 4.5.1.11 Marketing Planning .......................................................................................................... 81 4.5.1.12 Segment Builder Caches................................................................................................... 81

4.5.2 Required Manual Periodical Tasks .......................................................................................... 82 4.5.2.1 Interaction Center (WebClient) ............................................................................................ 82 4.5.2.2 Software Agent Framework ................................................................................................. 82 4.5.2.3 Top n Product Lists (Marketing – Product Proposal) ........................................................... 83 4.5.2.4 Service Contract and Entitlement Management ................................................................... 83 4.5.2.5 Planned Services................................................................................................................... 83

4.6 LOGON AND LOAD BALANCING ........................................................................................................ 83 4.7 USER MANAGEMENT......................................................................................................................... 84 4.8 PRINTING .......................................................................................................................................... 89

5 HIGH AVAILABILITY ........................................................................................................................ 89 5.1 E-COMMERCE AND CHANNEL MANAGEMENT................................................................................... 89 5.2 INTERACTION CENTER ...................................................................................................................... 90

6 SOFTWARE CHANGE MANAGEMENT.......................................................................................... 90 6.1 TRANSPORT AND CHANGE MANAGEMENT ........................................................................................ 91 6.2 DEVELOPMENT REQUESTS AND DEVELOPMENT RELEASE MANAGEMENT ........................................ 91 6.3 TEMPLATE MANAGEMENT ................................................................................................................ 91


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6.4 SUPPORT PACKAGES AND SAP NOTES IMPLEMENTATION................................................................. 91 6.5 RELEASE AND UPGRADE MANAGEMENT........................................................................................... 91

7 TROUBLESHOOTING......................................................................................................................... 92 7.1 CRM MIDDLEWARE.......................................................................................................................... 92 7.2 MOBILE LAPTOP SOLUTION – EXPORT IMPORT MANAGER ............................................................... 93

7.2.1.1 Overview .............................................................................................................................. 93 7.2.1.2 Common Problems & Solutions........................................................................................... 93

7.2.1.2.1 Error message: Not able to Import from CAR file......................................................... 93 7.2.1.2.2 Error message: Not able to Import from CAR file......................................................... 93

7.3 E-COMMERCE AND CHANNEL MANAGEMENT................................................................................... 93 7.4 INTERACTION CENTER (WEBCLIENT) .............................................................................................. 94

7.4.1 E-Mail ...................................................................................................................................... 94 7.4.2 Simplified ABAP Messaging (SAM) ......................................................................................... 94 7.4.3 Alerts ........................................................................................................................................ 94 7.4.4 SAPphone ................................................................................................................................. 94 7.4.5 Scripts....................................................................................................................................... 94

8 INDUSTRY-SPECIFIC SCENARIOS................................................................................................. 95 8.1 UTILITIES .......................................................................................................................................... 95

8.1.1 Scenario Alert Monitoring........................................................................................................ 95 8.1.1.1 Service Processes for Utilities .............................................................................................. 95 8.1.1.2 Sales Management for Commercial and Industrial Customers............................................. 95 8.1.1.3 Sales Management for Residential Customers ..................................................................... 95 8.1.1.4 Campaign Management for Utilities .................................................................................... 97

8.1.2 Scenario-Specific Problem Analysis Tools............................................................................... 97 8.1.2.1 Service Processes for Utilities .............................................................................................. 97 8.1.2.2 Sales Management for Commercial and Industrial Customers............................................. 98 8.1.2.3 Sales Management for Residential Customers ..................................................................... 99 8.1.2.4 Campaign Management for Utilities .................................................................................... 99

8.1.3 Troubleshooting ..................................................................................................................... 100 8.1.3.1 Scenario: Service Processes for Utilities ............................................................................ 100

8.2 MEDIA............................................................................................................................................. 101 8.2.1 Scenario specific problem analysis tools................................................................................ 101

8.2.1.1 Intellectual Property Management...................................................................................... 101 8.2.2 Periodical tasks ...................................................................................................................... 103

8.2.2.1 Intellectual Property Management...................................................................................... 103 8.3 ACCOUNT ORIGINATION ................................................................................................................. 103

8.3.1 Related Documentation .......................................................................................................... 103 8.3.2 CRM specific qRFC Monitors ................................................................................................ 104 8.3.3 CRM Server Analysis Tools.................................................................................................... 104

MONITORING TOOL (TRANSACTION) .......................................................................................................... 104 USED IN FS AO FOR MONITORING OF.......................................................................................................... 104

8.3.4 ERP Backend System Analysis Tools...................................................................................... 105 8.3.5 Archiving ................................................................................................................................ 106 8.3.6 Support Packages and SAP Notes Implementation ................................................................ 107

8.4 PUBLIC SECTOR .............................................................................................................................. 107 8.4.1 Service Processes for Grantor Management.......................................................................... 107 8.4.2 Grantor Program Middleware queues and ERP integration overview .................................. 109

9 APPENDIX B ....................................................................................................................................... 110 9.1 RELATED GUIDES............................................................................................................................ 110 9.2 RELATED INFORMATION ................................................................................................................. 110 9.3 TEMPLATES..................................................................................................................................... 111

mySAP CRM Solution Management GuideGetting Started

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1 Getting Started

This guide does not replace the daily operations handbook that we recommend to customers for creating their specific productive operations.

About this Guide

Designing, implementing, and running your mySAP solution at peak performance 24 hours a day has never been more vital for your business success than today.

This guide provides a starting point for managing your mySAP solutions and keeping them up and running optimally. It contains specific information for various tasks, and lists the tools that you can use to carry them out. It also refers to documentation required for these tasks. You can use this guide only in connection with other guides such as the Master Guide (see SAP Service Marketplace quick link “crm-inst” → mySAP CRM → mySAP CRM 2005 → Master Guide mySAP CRM 2005) and SAP Library.

Target Groups

• Technical consultants

• System administrators

• Solution consultants

• Business process owners

• Support specialists

1.1 Global Definitions mySAP Solution:

A mySAP solution represents a market view on groups of related business scenarios. The delivery of a solution contains mySAP components that are essential to implement all solution-related business scenarios, processes, and functions.

Business Scenario:

From a microeconomic perspective, the business scenario is a cycle that consists of several different chronological and logical processes affiliated with each other. Typically, a business scenario covers several company departments and could involve other business partners. From a technical point of view, a business scenario needs at least one or more mySAP application components (such as SAP ERP, SAP APO) for the cycle and maybe other third-party systems. A business scenario is a unit that can be implemented and has releases.

A business scenario represents a course of business from the customer’s perspective.

Component:

Components are the smallest units that are considered separately within the Solution Development Lifecycle because they are separately producible-, deliverable-, installable-, and maintainable units.

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1.2 History of Changes

Make sure you use the current version of the Solution Management Guide.

You can find the current version of the Solution Management Guide on the SAP Service Marketplace under the Internet address service.sap.com/crm-inst.

The following table provides an overview of the most important changes in prior versions.

Version Important Changes

Version 1.0 First version of mySAP CRM 5.0 Solution Management Guide

Version 1.1 General corrections; enhancements for java components; new appendix with industry-specific scenarios

1.3 Related Information The following table contains links to information relating to the Solution Management Guide.

Content Quick Link to the SAP Service Marketplace (service.sap.com)

Master Guide, Installation Guide, and Upgrade Guide

crm-inst

Related SAP Notes notes

Released platforms platforms

Network security securityguide

SAP Solution Manager solutionmanager

mySAP CRM Solution Management GuideTechnical System Landscape

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2 Technical System Landscape The CRM Master Guide contains information about the technical system landscape and the technical components needed for a specific scenario (see SAP Service Marketplace quick link “crm-inst” → mySAP CRM → mySAP CRM 2005 → Master Guide mySAP CRM 2005).

2.1 Related Documentation The following table lists where you can find more information about the technical system landscape:

Topic Guide/Tool Quick Link to the SAP Service Marketplace (service.sap.com)

Technology components Master Guide crm-inst

Sizing Quick Sizer Tool sizing

Security Security Guide securityguide

Monitoring System Monitoring monitoring

Master Guide, Installation Guide, and Upgrade Guide

crm-inst


Released platforms platforms

Network security securityguide

network


mySAP CRM Solution Management GuideMonitoring of mySAP CRM

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3 Monitoring of mySAP CRM Monitoring of mySAP Technology is an essential task within the management of mySAP Technology.

You can find more information about the underlying technology in the Technical Operations Manual for mySAP Technology in the SAP Library under mySAP Technology Components (see also Administration of SAP NetWeaver Systems).

As mySAP CRM 2005 is powered by SAP NetWeaver 2004s, we recommend that you setup the Monitoring Infrastructure as described in the Monitoring Setup Guide for SAP NetWeaver (MSG) at service.sap.com/nw04 → SAP NetWeaver 2004s - Release-Specific Information → Documentation → Monitoring and Operations → Monitoring and Supportability.


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3.1 Alert Monitoring with CCMS Proactive automatic monitoring is the basis for ensuring reliable operations for your SAP system environment. SAP provides you with the infrastructure and recommendations how to set up your alert monitoring to recognize critical situations for mySAP CRM as fast as possible. In order to enable the auto-alert mechanism of CCMS, see SAP Note 617547. For mySAP CRM the following predefined monitors are available:

Further information on predefined monitors for the Alert Monitor you can find in the SAP Library in chapter Alert Monitor.

3.1.1 Component Alert Monitoring 3.1.1.1 CRM Server This component is based on SAP Web Application Server (SAP Web AS) 7.00. For further information, see the Technical Operations Manual for mySAP Technology in chapter Related Information.

3.1.1.2 CRM Middleware This component is based on SAP Web Application Server (SAP Web AS) 7.00. For further information, see Related Information.

The CRM Middleware Alert Monitor monitors the most important processes of the CRM Middleware and generates alerts when critical situations arise. It is based on the common SAP CCMS Alert Monitoring Infrastructure, which allows the sending of information about alerts through the mail interface of the SAP systems.

The Monitor can be called via transaction RZ20 and is available under the monitor collection 'SAP CRM Monitor Templates' with the name CRM Middleware.


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The MW Alert Monitor monitors the following components:

• CRM Middleware-specific qRFC queues in the CRM system

• CRM Middleware-specific qRFC queues in the ERP backend system

• the qRFC QIN Scheduler of the CRM system

• the qRFC QOUT Scheduler of the CRM system

• the processing status of messages in the BDoc message flow

The following monitors are relevant for the scenario Field Applications only

• the Replication & Realignment Queues and the R&R Queue Demon

• status of the Communication Station

3.1.1.2.1 CRM specific qRFC Monitors

SAP delivers the following qRFC groups for the CRM Middleware:

CRM queue groups Description

Outbound queues

CDB* Start queues for loads CRM -> CDB

CRM_SITE* Load queues for Mobile Clients

CSA* Send queues of CRM Server Applications

EXT* Start queues for loads CRM -> Ext.

R3AI/R* Start queues for loads from ERP Backend system

R3AU* Load queues CRM -> ERP Backend system

Inbound queues

CRI* Initial load queues CRM -> CDB

CRM_SITE* Load queues from Mobile Clients

R3A* Load queues ERP Backend -> CRM

CSA* Send inbound queues of CRM Server Applications

The queue groups are active for all clients in the system except ‚000’ and ‚066’. Alerts are triggered in case of “Blocked queues” or “High number of queue entries” except for the CRM_SITE* (Mobile Client) outbound queues (in this case the age of the queue is monitored). Thresholds are listed in the next section.

Customizing of the CCMS qRFC Monitors

It is possible to add new queues or change the thresholds for the existing queues by the following procedure:


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For monitoring specific qRFC queues, the SAP Basis Infrastructure and the customizing of queue groups are used. The Customizing of qRFC Queues for monitoring is called via the transaction RZ21 -> Technical Infrastructure’ ->‚configure qRFC monitoring’ (maintenance of view cluster ‚QRFC_MONITORING_E’ via SM34).

The monitoring nodes are created for the queue groups client-specific, i.e. for every client there is a node for the corresponding queue group. The assigned analysis methods are logical names of methods. The definition of this can be displayed via the transaction RZ21 in the area ‚Method definitions’.

For every node, with respect to faulty queues, there are two exit function modules:

The exit function module SALK_CRM_QRFC_QUEUE_ENTRIES creates an additional node, which monitors the number of entries of a queue or the queues of a queue group. The threshold values for a yellow or red Alert for inbound queues are 5,000 or 10,000 entries, for outbound queues 500,000 or 1,000,000 entries.

The exit function module SALK_CRM_QUEUE_AGE creates an additional node, which monitors the age of the queues. An alert is triggered, as soon as the oldest entry of a queue is older than 7 days. This standard value can be changed for a queue group, by specifying the parameter Maximum_Queue_Age and a corresponding value in the field Exit Parameter and Parameter Value.

3.1.1.2.2 Monitoring the Communication Station

The Communication Station is used in Field Applications only. It is used to enable the data transfer between the CRM Server and the CRM Mobile Clients. Alerts are triggered when the communication station is not running (programs are corrupt) or the machine on which it is installed is down or when network connection could not be established.

3.1.1.3 Interaction Center WebClient 3.1.1.3.1 Search and Classification (TREX)

See the TREX documentation Monitoring TREX with SAP Solution Manager.

3.1.1.3.2 SAPconnect

To turn on and view the trace, use transaction SCOT. For information on monitoring, see the following document on SAP Help Portal under SAP ERP and ERP Enterprise:

Alert Monitor for SAPconnect and SAPphone

3.1.1.3.3 SAPphone

For information on monitoring, see the following document on SAP Help Portal under SAP ERP and ERP Enterprise:

• Alert Monitor for SAPconnect and SAPphone

3.1.1.4 Interaction Center WinClient 3.1.1.4.1 One Order

The interaction center (IC) uses One Order functionality for business processes that run inside the IC WinClient.


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3.1.1.4.2 SAPoffice

The agent inbox uses SAPoffice functionality.

3.1.1.4.3 SAP Business Information Warehouse

SAP Business Information Warehouse (SAP BW) is optional. The user navigation data from interactive scripting is exported to SAP BW for analysis. In addition, Computer Telephony Integration (CTI) statistics are stored here.

3.1.1.4.4 SAPphone

SAPphone is used by the IC WinClient as the underlying interface for all CTI. For information about SAPphone specific alerts and monitoring, see SAP Help Portal at help.sap.com.

3.1.1.5 BW Adapter This component is based on SAP Web Application Server (SAP Web AS) 7.0. For further information, see Related Information.

SAP Business Warehouse (BW)

This component is based on SAP Web Application Server (SAP Web AS) 7.0. For further information, see Related Information.

The basic parameters of marketing elements such as identifier, description, and hierarchy information are automatically updated to BW on saving in CRM. In the event that, for example, the BW system was down at that point in time, there is a report that allows that update to be triggered manually.

For more information, see Easy Access Menu → Marketing → Marketing Planning and Campaign Management → Administration → Transfer Marketing Projects to SAP BW.

3.1.2 Scenario Alert Monitoring In addition to the required monitoring of each component, some other monitoring objects are designed to monitor cross-component communications and other scenario-specific critical situations.

In the following, only if a specific scenario alert monitoring is available, a corresponding description is provided.

3.1.2.1 E-Selling

CRM Internet Sales and Internet Sales (ERP Edition)

All web applications of the E-Commerce and Channel Management are based on the same core functionality, in which monitoring is implemented. To set up the Heartbeat for the Java Components of E-Commerce and Channel Management proceed as described below:

Detailed description of single steps

Log on into the administration area of the web application you want to monitor (e.g. http://localhost:50000/b2b/admin).

Log on using an user of the Web AS Java, which is either assigned to the role ‘isaadmin’ or ‘administrators’.

Follow the link to CCMS HEARTBEAT CUSTOMIZING. You get a list of XCM application


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configurations available for this web application

By clicking on the name of an application configuration you will get a list of available tests.

The tests correspond to the interactive configuration component tests within the XCM Administrator (e.g. the ‘jco’ test tests the connection to the backend system). If a test is selected it will be part of the heartbeat and executed automatically.

Select the used webshop and enter the catalog, you want to be monitored. Please take special care for the spelling.

Click on the checkbox on front of the configuration name to select the configuration you would like to heartbeat.

It can take up to one hour before the CCMS agent uploads the customizing file from this directory to the CEN system automatically. If you want to upload the files immediately perform the following steps.

1. Log on to the CEN system.

2. Go to transaction ‘GRMG’.

3. Press the button ‘Upload from Agent’ to start the upload.

The Heartbeat name is constructed as follows: GRMG.CRM.<APPLICATION NAME>.<XCM Configuration name>.

Monitoring functionality is not implemented for administrative web applications such as Internet Sales User Administration, Shop Management and Extended Configuration Management (XCM).

Lead Management in Channel Management

For external Lead Dispatching, a workflow is started if an error-free lead is dispatched to a channel partner (Sales Partner is set to a channel partner and the status is set to “Dispatch to Sales Partner”).

For further details, see Workflow Monitoring (transaction: CRMD_BUS2000108 or SWI14) or Access Control Engine [ACE] Monitoring (transaction CRM_ACE_ADM).

3.2 Detailed Monitoring, Problem and Performance Analysis Tools

3.2.1 CRM Server Analysis Tools The CRM Server is technically based on SAP Web Application Server (SAP Web AS 7.0.). For information about technical problem analysis (for database, operating system, workload analysis, and so on), refer to the Solution Management Guide for SAP Web AS. This guide covers only differences and additional information specific to this solution.


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CRM Server Central Monitoring Activities / Functions

Monitoring Tool (Transaction)

Monitoring Frequency Periods and Events

Monitoring Cockpit

• This is the CRM Middleware (MW) centralized monitoring tool that must be used by the administrator. It is based on CCMS qRFC monitoring. This tool provides an overview over all the CRM MW specific tools described in this document. In addition, it monitors the status of specific background jobs and important system settings associated with the data exchange between CRM, CDB, ERP backend, and mobile clients. The following section describes the features of this tool in detail.

SMWP • Several times a day depending on the business process

• After implementing the support package

• After new transports related to changes on BDoc types, replication objects, or publications

qRFC Outbound Queue Monitor:

• Monitors data transfer between the ERP backend and the CRM Server and between the CRM Server and mobile clients and other connected systems

SMQ1

or

SMWP

or

RZ20

• Use of alert monitoring

• Several times a day depending on the business process

QOUT Scheduler

• Ensures that all destinations are registered. Only destination NONE must be excluded. See also SAP notes 400330 and 480543.

SMQS

or SMWP

or RZ20


• In case of performance problems or error messages

qRFC Inbound Queue monitor:

• Monitors data transfer between the ERP Backend system and the CRM Server and between mobile clients and the CRM Server and all other queues that must be stored in the CRM Online DB

• Monitors data transfer between CRM Online and the CDB (field application only) or other data receivers (ERP adapter or Groupware adapter).

SMQ2

or SMWP

or RZ20



QIN Scheduler Status • This transaction runs the scheduler to

check the inbound queues on the CRM Server

SMQR

or SMWP

or RZ20


• In case of performance problems


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CRM Server Central Monitoring Activities / Functions


Monitoring Frequency Periods and Events

Message Flow Statistics • This is a Performance monitor • Collects statistical data about the

workload on the CRM Server caused by BDoc messages

• Use this as a starting point for analyzing performance problems

• Ensures that the CRM Middleware message flow statistics are switched on

SMWMFLOW

• In case of

performance problems during message processing

BDoc Messages/Summary • Monitors the status of the BDoc

messages and detects the application or customizing errors during data exchange.

• SMW01: Displays BDoc message content and possible validation or receiver errors

• SMW02: Displays BDoc message summary in dependency on the sender site ID

• SMW02a: Groups BDoc messages according to validation or receiver errors

• SMW03: Displays client-independent BDoc message summary

SMW01 / SMW02 / SMW02A / SMW03

• Use of automatic notification mechanism by error handler SMW00


• In case of an error message

• Before applying support packages

Check Flow Definitions Only after changes in the customizing • Consistency check for Flow Definitions

SMO8FD After BDoc type changes or changes in services or in the message flow

CRM Server ERP Adapter / load monitoring activities / functions

Monitoring tool (Transaction)

Monitoring frequency periods and events

Monitor Load Status Checks, whether the initial load was successfully completed

R3AM1 or SMWP Runtime Information

Adapter Status Information Initial Load Status

During/after initial load

Monitor Request Used in certain cases to ensure the consistency for specific instances of business objects between a source and target database (ERP backend, CRM,

R3AR3 or SMWP Runtime Information

In case of an error message, if the databases are not consistent and a request from the ERP Backend,


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CRM Server ERP Adapter / load monitoring activities / functions

Monitoring tool (Transaction)


CDB, and others) Adapter Status Information Request Status

the CRM or the CDB is necessary

Check object types from Administration Console Checks subscriptions, replication objects, publications, interlinkages, sites, and subscription agents

SMOECK After new replication objects or publications are created or transported

3.2.1.1 Monitoring Cockpit (Generic) This is the central CRM Middleware (MW) monitoring tool (transaction SMWP) based on CCMS qRFC monitoring. It is the main tool that must be used by the administrator. This tool replaces all the MW specific tools described in this document. In addition, it displays the status of background jobs and important system settings associated with the data exchange between CRM, CDB, ERP backend, and mobile clients.

The monitoring cockpit displays the status of the different CRM Middleware processes associated with the components involved (CRM Server, ERP backend, mobile clients). To ensure that the business processes and the technical data exchange are working correctly, you must ensure that the traffic light is green for the different parts of the monitoring cockpit. In some cases, the traffic light is yellow that indicates a warning or information.

Generation information

The generation of the different services, structures, replication, publication, and other objects is client independent.

The generation can be started in some of the following cases:

- initial setup of the system/client

- after applying a support package

- after modifying a BDoc type

- after creating a publication or replication object in the Administration Console

- After a change to a BDoc/replication or publication is transported from a source system (from development system to test or to production system)

- by executing a program


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Node Description

Status of generation processes Transaction GENSTATUS displays the list of generation processes that are still waiting to be started or already in error status. This tool also monitors the generation process in the other CRM Server. You can then monitor your Development, Test, and production CRM Servers in the same monitoring cockpit.

For troubleshooting of the reported generation errors: double-click the line item and you will get the list of detailed generation logs in the right frame.

BDoc Types: generation of structures If there are structures that are not generated successfully, double-click the corresponding node and you will get the list of the BDoc types. The structures are the segment structures of a BDoc type. Start the BDoc Modeler and check the BDoc type and the corresponding generation log.

BDoc Types: generation of other runtime objects

Other runtime objects are the different flow services and some other related function modules generated. By double-clicking the node “Not generated / generated with errors” the list of the BDoc types with erroneous services is displayed.

Replication objects per Industry: runtime objects

This displays the status of the generation of the extract, replication wrapper, and realignment services.

It is possible to use different industry templates on one CRM Server. Therefore, on each client, you can use only one unique industry template. For each of these templates and for a specific replication object (listed in SMOEAC), there are some runtime objects that are generated. This is performed after a new replication object is created, modified, or transported from another CRM Server.

Publications per industry: runtime objects When a publication is created, modified, or transported, the generation of function groups and function modules is started. Double click ‘Not generated / generated with errors’ if some entries are reported. It is possible that the error occurred due to a problem during the transport of data or with the replication objects.

Missing indexes Based on the implementation of the different flow services and with respect to the kind of the replication model, some indexes for the CDB tables are proposed.


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Runtime Information

Message processing active

This information is client independent. The traffic light is red if message processing is set to No and green if message processing is set to Yes. The message processing is set to No, if the generation or last upgrade was not completed successfully.

If the message processing is No, no BDoc messages will be created, all the CRM Online transactions will be cancelled, and all delta changes coming from the ERP backend system will remain in the R3A* inbound queues with the status SYSFAIL.

Data Exchange using qRFC Queues

The qRFC queues are very important to ensure that the data is transferred correctly within the CRM system landscape. These queues are used between the ERP backend system and the CRM Server, CRM and mobile clients, and CRM and MapBox (Groupware). All these queues must be monitored actively or using the alert monitoring of CCMS to ensure that the administrator is informed about stopped or failed queues. If the red traffic light appears for one of these queues, you have to double-click the corresponding node to determine the cause of the error. All the queues that enable the data exchange between CRM, ERP, and mobile clients are included in the monitoring cockpit. The status information is related to the queue groups listed in section 3.1.1.2.1 and is provided by the CCMS Monitoring methods.

Adapter Status Information

Initial Load Status

This status reflects the information provided by transaction R3AM1. This information is client-specific. Start the Monitoring Cockpit on each productive client on your CRM Server.

Node Description

Waiting objects This node displays how many objects are in waiting status during the initial load. In the field “additional information”, you can find further information about the reason for the waiting status. . You can choose to cancel this load by clicking the icon Cancel and then restart the initial load for this business object (if this is allowed by your CRM business team).

Running objects This node displays the list of the objects for which the initial load has not completed successfully. Check, if there are still queues related to that initial load (example: the inbound queue CRI* could be in status SYSFAIL and the status of the initial load of that object from CRM to CDB is then ‘running’. In this case, the reason for the sysfail must be found and solved). If no queues are displayed, check if there are any open BDoc messages in SMW01 related to that load that are in error state (example: E04 for initial load from ERP to CRM).

Processed objects This node displays the list of successful initial loads.

Aborted objects This node displays the list of the objects for which the initial load or request has been cancelled manually by an enduser. The load had status running or wait. The corresponding BDoc messages can be found in SMW01: use queue name or context MO3 or MI0 and receiver/sender site.

Waiting inactive objects These are objects that are not marked as not active on the CRM server and for such objects it is not possible to start an initial load anymore.


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Running inactive objects These are objects that are not marked as not active on the CRM server and for such objects it is not possible to start an initial load anymore.

Request Status

Waiting objects Same as initial load.

Running objects Same as initial load. Requests are defined in R3AR2, can be started with transaction R3AR4, and are monitored with transaction R3AR3. You can start the request several times and for each run you will find one entry in the request monitor. Requests can remain in running state, because the corresponding R3AR* queue is still running (outbound queue direction ERP to extract the data from ERP or inbound queue from ERP to CRM or from CRM to CDB). It is possible that the queue has been deleted manually. In this case, you can ‘cancel’ this request (after getting the agreement from the CRM business team).

Processed objects Displays the list of requests that were successful (from the technical point of view). It is still possible that no data has been transmitted (you can see the block size).

Aborted objects Same as for initial load. Is it required to delete the related queues and BDoc messages.

Inactive Objects

The table SMOFOBJPAR contains dependencies between objects. The child object can only be loaded if the parent object is active.

The different object types are displayed in R3AC1, R3AC3, and R3AC5. Setting the flag ‘Inactive’ in the corresponding maintenance transaction can deactivate these objects.

This SMWP node informs about inactive objects, which are also defined as parent objects.

With active child objects Traffic light is green: there are no inactive parent objects with active child objects.

Traffic light is red: Check, if it makes sense to activate the parent object or also to deactivate the corresponding child objects or any type of load won’t be successful.

Without active child objects As this is not an error situation, only information is displayed to how if there are any objects, which do not have any active child objects.


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Parameters in ERP Backend(s)

The sites for the ERP backend systems are defined in the Administration Console (SMOEAC). This is also client dependent information. For each site, the following information is displayed and evaluated (data is gathered from the ERP backend system through RFC connection).

The meaning of the different entries in CRMRFCPAR can be found in SAP note 0510192.

Entries with RFC destination for the local CRM system

Check if an entry related to the current CRM Server (RFC connection) exists. If the traffic light is red, read the documentation of the IMG step to enter the right RFC connection.

CRM default entry for object load from ERP backend

Green: CRM is entered as consumer in table CRMRFCPAR and this is valid for all the object types in ERP and for all the download types. This indicates that each change in ERP must be sent to CRM. Exception: if filters have been defined or other more specific entries are made in CRMRFCPAR.

XML active for object load from ERP backend This parameter determines the format in which the data must be transferred from ERP to CRM. SAP notes 442277 and 487229 explain in which cases and as of which release this transfer mode can be used.

Yellow – not all objects use XML

Green – all objects use XML

Use CRM inbound queues for object load from ERP backend

If this flag is set, the inbound queue in the target system must be used. This is the recommended standard response if a CRM server is linked.

Yellow – not all objects use inbound queues

Green – all objects use inbound queues

Entries in table CRMPAROLTP The number of entries in table CRMPAROLTP, where CRM is consumer (or user as it is displayed in the maintenance view). This table contains settings that normally provide measures for performance improvements or additional options in Support Packages. See SAP note 350176 for further information.

ERP Backend System Parameter Settings

The parameters for data exchange with an ERP backend are defined in tables CRMCONSUM (IMG) and CRMRFCPAR in the ERP backend. These tables are customized during system installation and are normally not changed during system operations. The CRMRFCPAR table controls the RFC between the ERP Backend system and the CRM server (see SAP note 0510192 for a detailed description of this table). The CRMPAROLTP table contains different parameters related to the data exchange between ERP backend and CRM server (example: see SAP note 628949).


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CRM Middleware BDoc Messages in the Flow

There are two nodes for each client. The first node displays the BDoc messages in error status (status: E01, E02, E04, E5, E06, E07) for each client on the CRM server. Double-click one node associated to one client starts the transaction SMW02 on the local client and displays a summary of the BDoc messages in an error state. Such BDoc messages must be analyzed and the cause of the error message must be resolved. If these BDoc messages are not taken into account, data inconsistencies in the system landscape can occur. The second node displays the summary of the BDoc messages that are in waiting status (status: O01). The Waiting status indicates that a response from the ERP backend system and other data receivers is pending.

It is very important to check the status of the BDoc messages. Waiting (for a long time and not ending) and erroneous BDoc messages can cause severe system inconsistencies. Hints on how to analyze and solve such unsuccessful processing can be found in the Best practice: “Best Practices for BDoc Message Analysis” in SAP Service Marketplace, alias CRM-MW.

CRM Middleware R&R Queues

Status of R&R Queue Demon

This status must be monitored only for Field Application scenarios.

The R&R queue demon is a client-independent queue scheduler and if it is RUNNING the status is green. However, if the traffic light is red, then the queue demon is not running. By double-clicking the node, the transaction SMOHQUEUE is started (in the local client). Click start queue demon and the queue demon will run again. CCMS also triggers an alert if the queue demon is not running anymore and must then be completed as soon as the problem is solved.

Status of R&R Queues

This status must be monitored only for field application scenarios.

Displays information about the status and contents of the replication and realignment queues in the mobile sites defined on your CRM server. Normally, all queues must be running or waiting. The Number of entries displays the number of entries that are currently in the queue. This number must continuously decrease, unless new entries are entered into the queue at the same time. Double-click on the field number to view the entries in the respective queue. If you interrupt queue processing, the processing of the current entry is completed and then the queue is set to status Hold.

By setting the status icon in the status column, you can:

• Release queues for processing by setting their status to Released (yellow light)

• Reset released queues to Hold (red light)

• Interrupt queue processing (Status Running – green light) by setting the status to Hold.

System Settings

The node “System Settings” displays the different Sites of the Administration Console that are configured on your local client on the CRM Server. This information can provide an overview on the types of receivers that are active in the local client (number of mobile clients, ERP backend systems, implementation of Groupware Integration, use of XIF adapter to connect external systems).


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3.2.1.1.1 Monitoring Tools / Statistics

Monitoring Tool SAP Recommendation

Description

BDoc Type / BDoc Service Workload Statistics

Not required in production environment. Only if performance analysis is required.

Green – active

Yellow – not active

To activate these statistics start transaction SMWMFLOW: Select Goto Activate Statistics Kernel application statistics Check if Middleware Message Hub Statistic is active.

To view the statistics data start transaction SMWMFLOW, click Message Service Kernal Application Statistics and then choose the option wished (the whole workload or the most current statistics).

BDoc Message Flow Processing Statistics

Not required in production environment. Only for performance analysis.

These statistic files can be reorganized using the Delete Statistic File option in transaction SMWMFLOW Goto

Middleware flow statistics.

Green – Active


To activate these statistics start transaction SMWMFLOW: Select Goto Activate Statistics Middleware flow statistics Check if Monitoring Message Flow is set to “Off “. Switch on/off to activate the statistics.

To view these statistics information start SMWMFLOW: click Message / Site / Queue Statistics and then “message flow statistics”


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Mobile Client Communication Statistics

This information is only relevant for Field Applications scenarios. In case of performance problems, this data can be analyzed. These alerts can be displayed in CCMS view for the CRM Middleware monitor set.

Green – Mobile Client Communication Statistics is active and data collector background job is running

Yellow – not active or no current data available

To activate these statistics, start transaction SMWMCOMM then choose “Environment” “Run Collector”.

The results can be viewed in transaction SMWMCOMM and then select tab page Statistics.

Status of CRM Middleware Alert Monitor

Complete alerts related to problems, which have been sorted out already.

Green – active, without alerts


Red – active, with red alert

This node displays the alerts (if any) in the CRM Middleware CCMS monitor set.

Trace Status Double-Click (Transaction SMWTAD) and then set All environment to Warning. For generation: Detail Level 2 is allowed

Green – active and same as default SAP trace level

Yellow – active, with higher trace level than default values delivered by SAP

3.2.1.1.2 Background Jobs

Monitoring Tool Description

Middleware Reorganization This job manages the reorganization of CRM Middleware trace information, BDoc messages in final status, BDoc links and other temporary traces. Such entries must be deleted at regular intervals to prevent these tables from increasing in size. To do this, keep the trace information (particularly errors) in the log for 1 day or 1 week and delete the data afterwards.

Green – running (scheduled or currently running)

Yellow – not running

This job is client-dependent. Check that it is running properly in all the clients on the CRM server.

You can monitor the report SMO6_REORG2 by double-clicking and checking the background job overview (transaction SM37).


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You can schedule this job to run on all the 7 days (use recommended SAP variant) or choose to decrease this value in a production environment or increase it in test systems.

See also SAP note 713173.

Collector for Monitoring Cockpit

To be able to use the centralized status monitoring for the generation and runtime steps, you must call up the Monitoring Cockpit (transaction SMWP) and activate the background job for status processing by clicking on Schedule Background Job.

Note that status monitoring will be available only on the next day.



This job is client-dependent. Ensure that it is running properly in all the clients on the CRM server.

Report SMWP_BATCH

If this job is not running, the monitoring cockpit will not display the correct status information.

Collector for BDoc Messages/Site Statistics

This job collects different data from BDoc message store and from the Mobile Client communication monitor to provide the statistics that could be viewed in transaction SMWMCOMM, tab page Statistics, and transaction SMWMFLOW.




Report RSMWM_BSTAT_COLLECTOR

Check Generation Status of Objects

This job checks the status of the generation on the CRM Server. If any changes are made to the template, this job will detect that situation and requests a new generation.


Yellow – not running: last run of BGD Job is cancelled

Client-independent. Ensure that this job is at least running once and properly.

Report GN_GENERATE_CHECK

Periodical Background Generation

The generation processes are normally waiting in transaction GENSTATUS and are started by this job.



Red – cancelled


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This job is client-independent.

Report GN_WORKLIST_GENERATE

Administration Console Subscription Agent

This information is only relevant for Field Applications scenarios.

If you are using the subscription agent (feature in the Administration console, Transaction SMOEAC) to automatically generate subscriptions for the mobile clients, you must ensure that this job is running.

Green – running


This job is client-dependent. Check that it is running properly in all the clients on the CRM Server.

Report

SOME_SUBSCR_AGENT_EXECUTE_JOB

Administration Console Site Scheduling

This information is only relevant for Field Applications scenarios.

If you are using mobile client “replacement rules” (can be activated in the Administration Console, transaction SMOEAC), this job will ensure that the site is deactivated for the defined period of time.

Green – running



Report SMOE_SCHEDULING_EXECUTE_JOB

3.2.2 ERP Backend System Analysis Tools The transactions used to monitor these interface points are listed along with a brief label describing their function. The table below lists transactions for monitoring the ERP Backend system:

ERP backend system monitoring queue monitoring activities / functions

Monitoring tool

(Transaction)


qRFC Outbound Queue Monitor: • Monitors the data exchange from

the ERP backend system to the CRM Server

• Queues must be relatively short and quickly processed

• Check if the latest qRFC version is implemented (see SAP note 438015)

• To prevent data inconsistencies, you

SMQ1 or SMWP (CRM Server): Runtime Information

Data Exchange using qRFC Queues

qRFC Queues in ERP Backend(s) <ERP SID> Loads for CRM Server

• No active monitoring – setup CCMS alert monitoring

• Active monitoring – number of times a day depending on the business process. In case of an error message or during particular loads (initial load or loads causing mass updates)


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need to monitor the interfaces regularly for aborted or stopped data transfer

or CCMS Alert monitoring (Transaction RZ20: SAP CRM Monitor Templates CRM Middleware CRM Middleware Queue info ERP OLTP qRFC Queues)

Status of Queue Scheduler • Monitor status of the QOUT

Scheduler

SMQS or SMWP or CCMS (Transaction RZ20)

• Use Alert Monitoring

• In case of a error situation or outbound queues are not processed

3.2.3 Communication Station Analysis Tools This information is only relevant for Field Applications scenarios.

The data transfer between the mobile clients and the CRM server is traced on the Communication Station in the TransferService.Log log file. The location of this log file is displayed in the tool QmtCnfg.exe under field Trace file (Start Middleware QmtCnfg.exe).

Communication Station monitoring activities / functions

Monitoring tool Monitoring frequency periods and events

Tracing the Transfer Service • The SAP CRM Queued Transfer

Service component logs the communication sessions between the mobile clients and the CRM server in the TransferService.log file.

TransferService.log Start Middleware

QmtCnfg.exe is a tool, which can be used to view the current trace level and log file location

• For troubleshooting: Data synchronization is not possible

or

Outbound queues are not fetched

3.2.4 Mobile Client Analysis Tools This information is only relevant for Field Applications scenarios.

Mobile client monitoring activities / functions

Monitoring type Monitoring frequency periods and events


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Mobile client monitoring activities / functions

Monitoring type Monitoring frequency periods and events

Queued Transfer Service

• The QmtCnfg program displays the connection status between the mobile client and the Communication Station.

QmtCnfg.exe Click Test Connection TransferService.log

• In case of an error message in the data transfer phase

Client Console

• Checks the metadata, starts the generation, and compares BDoc structures between local database and CRM Server.

• The inbound and outbound queues of the mobile client can be displayed using the Client Console.

Start Client Console Troubleshooting Check Environment Start Client Console Data Transfer Queue manager

• After a support package or patch is applied on each mobile client

• In case of an error

message in the import phase

3.2.5 Rollout Manager Analysis Tools This information is only relevant for Field Applications scenarios.

While the rollout process is running or as soon as it is finished, it is possible to display the centralized log file for the stationary site. The default location can be found under The File Logging Options screen File name C:\Temp\MCDataManager.txt.Additional log files associated to each of the rolled out Mobile Clients are created and are named MCDataManager_<Sitename>.txt.

3.2.6 SAP CRM Java Components The section CRM Java Components is divided into the following sub-chapters: Java Monitoring, Java Problem Detection and Analysis, Error Handling for Web AS Java and detailed Monitoring for SAP CRM Java Components.

3.2.6.1 Java Monitoring and Management The task of the Java Monitoring and Management is to provide developers, supporters and customers with information about

• Configuration information, such as release, version, host, port...

• Critical conditions monitoring for IT operations

• Detailed performance and status data for detecting and diagnosing problems

• Detailed statistics on activity and resource consumption for accounting and auditing, SLA reporting and problem analysis

For more information about CRM Java components monitoring and management go to SAP Service Marketplace at service.sap.com/netweaver → NetWeaver in Detail → Solution Life-Cycle Management → System Management → Java Monitoring and Management.

Several topics are covered by Java Monitoring and Management, such as

• JMX (Java Management Extensions) Introduced with release 6.30 the SAP J2EE Engine has a new, flexible management infrastructure based on the JMX (Java Management Extensions) standard. JMX is used to manage and monitor all server components (services, interfaces, libraries). Though applications can access the JMX APIs as well, more advanced management and monitoring capabilities for applications will be added in the following release. The JMX infrastructure is provided by the JMX Adapter service which in turn uses the SAP-JMX


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library. The SAP-JMX library provides a nearly complete implementation of the JMX 1.2 core APIs. The JMX Adapter service adds features like clustering support and integration with the SAP J2EE Engine class loading, thread management, and security concepts.

• Java Monitoring

• Java Application Monitoring The Java Application Monitoring API gives programmers a high-level interface to attach to the central monitoring infrastructure. Every resource, which should be monitored, must be represented by a JMX MBean (Resource-MBean). The management interface of the Resource-MBean is used by a component-agent, to read the values of the attributes and send it to the monitoring infrastructure. In the case of 6.20-based apps the data are sending to the CCMS only, whereas in 6.30 the data is included in the Java Monitoring Architecture, which in turn sends it into the CCMS.

• Java Monitoring Service The Java side of WebAS 6.30 provides monitoring of the most important server parameters, hence offers a monitoring architecture for accumulation, history and alert generation.

The most important resources of the J2EE Engine being monitored by the monitor service are:

• Network Connections

• Memory Consumption

• Threads

• Class loaders

• Database Connections

• Database Transactions

• HTTP Cache

• JMS Queues and Topics

• Sessions

• Logging and Tracing Logs and traces are two manners of protocol the events of your J2EE System. Logs are usually addressed to an administrator of a customer system. All significant events that occur on a cluster node of the J2EE Cluster are written to log files. Traces show the details of the control flow - they are watched by developers and the support organization. During normal operation developers and supporters are not looking on a running system. On the other hand the administrator has to check the system regularly. This implies that Traces have not to be written during normal operation, but Logs do.

• Configuration of Logging Logging configurations can be either deployed with libraries, services or applications, or changed from within the visual administrator. To deploy a configuration, you have to include a log-configuration file in XML-Format into the archive. (See: Description of the log configuration format). For more information on how you can change the configuration at runtime from within the Visual Administrator see Logging Configuration in the J2EE Engine.

• LogViewer The J2EE server (6.30 and 6.20 patch level 11) contains a LogViewer, which allows viewing log- and trace-files in a convenient way.


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• Log File Monitoring If you use the SAP Logging and Tracing API, then CCMS agents can scan the log files for error messages.

• Distributed Statistical Records The global workload monitor in the ABAP part of the SAP WebAS allows the analysis of statistical data for both SAP R/3 and non-SAP R/3 Systems over a long time period. With this data, you can analyze the workload of the monitored components in great detail. The monitor is therefore displayed as a one-screen transaction (transaction ST03G), so that operation is very intuitive. The basis of the analyses is the Distributed Statistical Records (DSR). The name reflects an important property of these records: components that write statistics records send data from the statistics records along with their communication with other components (this is called the passport) so that, for example, the user that triggered an action or the data flow of a business process can be followed even beyond system boundaries. The DSRs are first stored locally on the respective components and are transferred hourly by CCMS agents to a monitoring system where the aggregated statistical data is saved in a performance database and is regularly reorganized. With the support of Distributed Statistical Records (DSR) by the J2EE Engine, the existing monitoring functions (e.g., workload analysis, functional trace) can be used for monitoring Java applications via connection to the central CCMS. The statistical data generated by DSR Service is transported to the ABAP monitoring system with an SAP CCMS agent. The service buffers statistical data in a flip-flop buffer. When the buffer is flipped the inactive part is flushed asynchronously into a file. Statistic files are created on an hourly base. All statistic data of all execution units of a component are saved in files located in one directory. SAP J2EE Engine statistical files are kept by default for 24 hours. On a definite interval the CCMS agent reads the available statistics and sorts it out. In ABAP part of the SAP Web Application Server the Workload Collector program is started that uses the CCMS agent to load the statistics in the central ABAP system and to sort and compress them in a different profiles that can then be visualized in the SAP R/3 system.

• Performance Traces Through the DSR Service you can activate the Performance Trace for the defined J2EE Engine modules:

• HTTP Service

• Web Container

• EJB Container

• JDBC Connector

• RMI Connector

• RFC Connector

• Java Message Service (JMS )

• JARM (Java Application Response Memory) The concept of JARM is based on a request. A request is defined as a set of operations and consists of components. JARM measures the overall run time (optionally the amount of transferred data and the user) of a request and its associated JARM-components. JARM raw statistic data gets aggregated asynchronously.

• Single Activity Trace In case of performance problems the Single Activity Trace is used to analyze a component in detail. To allow for single activity tracing a component must be


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instrumented with JARM. The JARM data per request and component is written automatically in a trace file using the LogViewer.

• Administration of the J2EE Engine The administration of J2EE Engine is based on JMX. The server side of the administration infrastructure takes care about the JMX instrumentation of the different modules and provides connectivity to the MBean Server. At the client side there is a Swing based Visual Administration Tool which provides means for runtime management of all types of server components. The tool can also be used as a generic MBean viewer. As it is able to use URL class loading, it is possible to plug in a new service or an arbitrary MBean that comes with its own GUI which can be automatically integrated in the Visual Administration Tool. You can refer to the following documents for more details:

3.2.6.2 Java Problem Detection and Analysis Achieving higher availability and performance optimization is very important to ensure a robust and scalable environment. SAP Web AS provides efficient monitoring and administration tools for displaying the entire J2EE Engine system landscape centrally. If an error occurs, instead of logging on to each host component to check its status, the person responsible is notified automatically. Special tools providing cross-system detailed information help performing an efficient problem analysis to find the source of error. To cover these tasks the Java monitoring in the Web AS is divided into two main techniques:

Monitoring Techniques

Techniques Types of Monitoring Tools

Availability Monitoring CCMS

Distributed Statistics Records (DSRs)

CCMS / Visual Administrator

State Monitoring Visual Administrator / CCMS

Problem Detection

Log Monitoring Log Viewer / CCMS

Performance Trace CCMS

Application Trace Visual Administrator

Single Activity Trace Visual Administrator

Java Application Response time Measurement

Visual Administrator

SQL Trace Visual Administrator

Problem Analysis

Developer (Logging API) Trace

Visual Administrator

Java monitoring in Web AS is designed to take advantage of the SAP CCMS Monitoring Architecture. As described in the table above, most of the data written by the monitoring functions of the J2EE Engine can be easily transferred to the CCMS.

For further information about Java Monitoring go to SAP Help Portal at help.sap.com → documentation → SAP NetWeaver → SAP NetWeaver → SAP NetWeaver Technical Operations Manual → Administration of SAP NetWeaver Systems → AS Java → Monitoring

Techniques for Problem Detection

These techniques cover the administrator’s daily work when the system is up and running. The administrator has several kinds of data such as system state information, performance and alerts reported into the Computing Centre Monitoring System (CCMS) of the central system. He or she


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can monitor a system landscape with one or more J2EE Engines easily with the CCMS, additionally supported by auto reaction methods that are started when an alert occurs.

Some essential checks of the vital components of the J2EE system must be repeated regularly at a certain time interval. The main checks that have to be performed to provide a good overview of the system and application state and performance quality are:

• Availability Monitoring – in productive system landscapes, the availability of components has to be checked automatically. Using the so-called “Heartbeat” (GRMG), the administrator has a central infrastructure to check the availability of the J2EE Engine and JAVA based applications. For further information about Java Monitoring go to SAP Help Portal at help.sap.com → documentation → SAP NetWeaver → SAP NetWeaver → SAP NetWeaver Technical Operations Manual → Administration of SAP NetWeaver Systems → AS Java → Monitoring → Tasks → Availability: Setting Up a GRMG Scenario

• Distributed Statistics Records (DSRs) – you can use the DSRs to trace actions that are processed using the non-ABAP components J2EE Engine, BC, and ITS. These statistics records provide information about the workload generated and the resources used in the system by action. This means that, on one hand, you obtain a very exact picture of the overall quality of a system, and on the other hand, if there is a performance bottleneck, you obtain information about its cause. You can activate the writing of statistics records using the Visual Administrator. You can display the DSRs in the relevant CCMS display transactions.

• State Monitoring – the J2EE Engine monitors its most important parameters, and therefore offers a monitoring architecture for accumulation, history and alert generation.

• Log Monitoring – all important events that occur in a cluster node of the J2EE cluster are recorded in log files. All SAP Web AS Java components use the same infrastructure for logging. The logging is simplified using a uniform configuration and a common display program (Log Viewer). The Log Viewer allows you to search quickly and efficiently for log files with certain error and event information over several servers. The log monitoring can be performed using the Visual Administrator or the CCMS.

Techniques for Problem Analysis

If a problem occurs and an alarm occurs, a problem analysis has to be carried out. Then the administrator or support has to look deeper into the programs and processes, so he or she looks at the traces.

• Performance Trace – the performance trace can be activated to perform analysis from a central CCMS monitoring system if there are irregularities in the performance of the J2EE Engine. The performance trace provides duration information for the individual modules of the engine and therefore provides a finer granularity than the statistics records.

• Application Trace – a profiling tool for developers for debugging J2EE applications during runtime. A fast trace is often required, without setting up the VM in debug mode, restarting the container, or redeploying the application. The application trace is integrated into the Visual Administrator as a service.

• Single Activity Trace – you can use the Java Application Response time Measurement (JARM) implementation to analyze a single (user's) request to find performance problems in an application or to understand the logical processing steps inside an application.

• Java Application Response time Measurement (JARM) – a method for collecting response time data from Java applications.

• SQL Trace – an on-demand log of all JDBC methods that access the underlying database. This is not a general JDBC trace. Only methods that access the underlying database or methods that are otherwise important generate trace records.


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• Developer Trace – a functionality provided by the SAP Logging API for emitting trace messages that are used for finding coding problems. The messages originate from delimited source code areas (typical areas are: components, packages, classes, and methods).

3.2.6.3 Error Handling for Web AS Java Monitoring the SAP system helps the administrator to identify resource bottlenecks or problems early and to take action if required. SAP recommend to you use the CCMS to monitor a production application server. The prerequisite for this is that the J2EE Engine is connected to a central monitoring system (CEN) by means of the agent SAPCCMSR with option –J2EE. The central monitoring system must be an SAP Web Application Server ABAP 6.40. In addition to extensive monitoring functions, the CCMS allows you to monitor entire system landscapes. Independent of the CCMS, you can check the logs of production systems in the Log Viewer of the Visual Administrator.

For further information about Error Handling for SAP Web Application Server Java go to SAP Help Portal help.sap.com → documentation → SAP NetWeaver → SAP NetWeaver → SAP NetWeaver Technical Operations Manual → Administration of SAP NetWeaver Systems → AS Java → Monitoring

The SAP NetWeaver Problem Analysis Guide (PAG) contains the following problem analysis scenarios for the various components of SAP Web AS Java:

• Change Management Server Problem Analysis Scenarios

• J2EE Engine Problem Analysis Scenarios

• Web Dynpro Java (ESS Scenario) Problem Analysis Scenarios

• Design Time Repository Problem Analysis Scenarios

• SAP Java Connector Problem Analysis Scenarios

3.2.6.4 Monitoring of SAP NetWeaver Java Development Infrastructure Several tools are available to monitor the functions of the SAP NetWeaver Java Development Infrastructure. For further information got to section 5.4.1 Monitoring Usage Type Development Infrastructure.

3.2.6.5 Detailed Monitoring of CRM Java Components

Detail Monitoring Java Components

Components Comments

SAP NetWeaver 2004s

Usage Type Application Server Java

For more information about Usage Type Application Server Java visit SAP Help Portal at help.sap.com → documentation → SAP NetWeaver → SAP NetWeaver → SAP NetWeaver Technical Operations Manual → Administration of SAP NetWeaver Systems → AS-Java → Monitoring.


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Components Comments

SAP NetWeaver 2004s

Usage Type EP

For information about SAP NetWeaver 2004s Usage Type EP go to SAP Help Portal at help.sap.com → documentation → SAP NetWeaver → SAP NetWeaver → SAP NetWeaver Technical Operations Manual → Administration of SAP NetWeaver Systems → EP (Enterprise Portal) → Monitoring

and

SAP Service Marketplace at service.sap.com/nw-howtoguides → Portal, KM and Collaboration.

Express Planning:

As Express Planning is a WebDynpro application with a backend functionality part written in ABAP. The WebDynpro-part writes to the logs of the J2EE-engine. There is a log viewer included in the J2EE which can be used for viewing the logs. For the backend part can be easily debugged using the standard ABAP debugging.

Portal Content For information about Portal Content go to SAP Developer Network → sdn.sap.com/sdn/contentportfolio.sdn

SAP NetWeaver 2004s

Usage Type PI

For information about SAP NetWeaver 2004s Usage Type PI consult SAP Service Marketplace at service.sap.com/xi

and

SAP Help Portal at help.sap.com → documentation → SAP NetWeaver → SAP NetWeaver → SAP NetWeaver Technical Operations Manual → Administration of SAP NetWeaver Systems → PI (Process Integration)→ Monitoring

There are two central monitoring tools for XI: CCMS (RZ20) and the J2EE visual administrator. Much of the J2EE monitoring is integrated in the CCMS. For this purpose, the J2EE (status and performance) data is sent to the CCMS.

• Tool: CCMS + Visual Administrator → Java Application Response Time Measurement.

• For further information on how to install and configure JARM, see SAP Notes 746971, 777356, and 516920.

• The JARM monitors can be included in CCMS – they are also available in the Visual Administrator. This monitor enables you to view the following: Status Monitoring J2EE; Status Monitoring Distributed Systems; Performance Monitoring J2EE; Troubleshooting/Analysis J2EE

• Tool: CCMS + Visual Administrator → Distributed Statistics Records. Generates and collects statistical “heartbeat” and performance records of non-ABAP applications.

• DSRs are statistical records written by “non-ABAP” components (such as J2EE Applications). They work in such a way that an “ID” is handed from one component to the next, thus making it possible to monitor the whole business process.

The CCMS agent reads these files and sends the results to the CCMS. This monitor enables you to view the following: Status Monitoring ABAP; Status Monitoring J2EE; Status Monitoring Distributed Systems; Performance Monitoring ABAP; Performance Monitoring J2EE; Statistical Records; Trace level information


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Components Comments

SAP NetWeaver 2004s

Usage Type DI

For information about SAP NetWeaver 2004s Usage Type DI go to

Section 5.1.4.1 Monitoring Usage Type Development Infrastructure.

And

SAP Help Portal at help.sap.com → documentation → SAP NetWeaver → SAP NetWeaver → SAP NetWeaver Technical Operations Manual → Administration of SAP NetWeaver Systems → Technical Operations Manual for the SAP J2EE Engine → Monitoring the SAP NetWeaver Development Infrastructure

And

SAP Help Portal at help.sap.com → documentation → SAP NetWeaver → SAP NetWeaver → SAP NetWeaver Technical Operations Manual → Administration of SAP NetWeaver Systems → Technical Operations Manual for the SAP J2EE Engine → System Landscape Directory and Name Service → Administrative tasks → Monitor the system

SAP JCRM For specific scenario monitoring have a look at section Error! Reference source not found. Error! Reference source not found.

SAP FSCM

Biller Direct

Biller Direct is a J2EE application which is deployed with the package ERP Java Components.

For additional information consult SAP Service Marketplace at service.sap.com/fscm → mySAP ERP Financials → SAP Financial Supply Chain Management → Media Library → Documentation → Biller Direct → “Solution Operations Guide SAP Biller Direct 6.0”


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3.2.7 CRM Interaction Center (IC) WebClient Analysis Tools 3.2.7.1 Simplified ABAP Messaging (SAM) Trace Analysis Tool See the following SAP Notes:

• 827958 Javascript Errors in IC WebClient; Messaging Does Not Work

• 828884 Demo to Check if Simple ABAP Messaging (SAM) Is Working

Log:

1. Set up user parameter CRM_ICWC_TEST = 01234567X90.

2. On the client machine, view the trace in the Java console.

3.2.7.2 Interactive Script Editor (ISE) Trace Analysis Tool Default is INFO.

1. Set up user parameter CRM_ISE_LOGLEVEL, value 0 (ALL), 100 (DEBUG), 200 (INFO), 300 (WARNING), 400 (ERROR).

2. On the client machine, view the trace in the Java console.

3.2.7.3 Broadcast Supervisor A log of sent messages is provided and accessible within the supervisor UI, which you can access in SAP Enterprise Portal in the IC Manager role in the Managing Operations -> Broadcast Messaging workset.

3.2.7.4 Software Agent Framework Diagnosis Tool Transaction CRMC_SAF_TOOL gives details of the search engine status, index compilation status, index content, and application status.

3.2.7.5 E-Mail Response Management System For SAPconnect alert monitor and trace, use transaction SCOT.

For workflow log and monitor, use transaction SWI1.

For trace information regarding individual e-mails, use the E-Mail Response Management System workbench. In SAP Enterprise Portal, access the workbench in the IC Manager role via either of the following worksets:

• Managing Operations -> E-Mails -> Overview

• Managing Operations -> E-Mails -> E-Mail Workbench

To view the e-mail response trace, use transaction CRM_ERMS_LOGGING.

3.2.7.6 Business Communication Broker and Integrated Communication Interface (BCB/ICI)

Trace View

To view the BCB trace, use transaction CRM_ICI_TRACE.

Trace Level Adjustment

The default is OFF. You can increase the trace level on an individual user basis. To increase the trace level:


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1. Choose System -> User Profile -> Own Data.

2. On the Parameters tab page, enter CRM_ICI_TRACELEVEL as the parameter ID and XXX as the parameter value.

3. Save.

3.2.7.7 Call List Log Application log SLG1

Object CRM_CLM

3.2.7.8 Business Workplace The e-mail inbox uses business workplace functions. For more information, see the following document on SAP Help Portal under SAP ERP and ERP Enterprise:

Business Workplace (BC-SRV-GBT)

3.2.7.9 Internet Pricing and Configurator (IPC) See the following document on SAP Help Portal under mySAP Business Suite → mySAP Customer Relationship Management:

Internet Pricing and Configurator

3.2.7.10 SAP Business Information Warehouse (SAP BW) SAP Business Information Warehouse (SAP BW) is optional. User navigation data from interactive scripting is exported to SAP BW for analysis. In addition, Computer Telephony Integration (CTI) statistics are stored here. For more information, see the following documents on SAP Help Portal under SAP NetWeaver:

• Interaction Center Manager

• Interaction Center Analytics

3.2.7.11 SAPphone See the following document on SAP Help Portal under SAP ERP and ERP Enterprise:

SAPphone (BC-SRV-COM) → Setting Up Telephone Integration → Error Analysis

3.2.7.12 SAP Business Workflow To view the SAP Business Workflow log, use transaction SWDP. For more information, see the following document on SAP Help Portal under SAP ERP and ERP Enterprise:

Administration of the SAP Web Application Server → Monitoring

3.2.7.13 Data Archiving Monitor The archiving objects for call list management and Solution Database are CRM_CLM and CRM_SDBPBL respectively. For information about the data archiving, see the corresponding documentation Data Archiving in the SAP Library.

3.2.8 IC WinClient Analysis Tools For information about technical problem analysis (for database, operating system, workload analysis, and so on), see the Solution Management Guide for SAP Web Application Server (SAP Web AS). This section covers only differences and additional information specific to the IC WinClient.


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In addition, IC WinClient specific tools and methods exist for monitoring and tracing performance and process related issues. This section provides information on how to use these tools and methods, that is:

- Performance enhancement and tracing

- Activity logging

Each of these sections include information on the technical background.

3.2.8.1 Performance Enhancement and Tracing

3.2.8.1.1 Performance Enhancement Notes

The IC WinClient’s main transaction CIC0 is not used like other transactions in SAP CRM: An agent usually does not leave CIC0 during the day. Thereby, situations may be caused where memory is unfreed and grows, which can affect the performance of the whole SAP CRM system. To prevent this, the “intelligent restart” should be used to clean up the used memory.

The CIC performance enhancement or “intelligent restart” requires at least SAP CRM 3.0 SP12 or SAP CRM 3.1 SP02. For information about initiating the restart, see SAP Note 542090 Performance Enhancement II for CIC.

SAP Note 550027 Save data of customer specific workspaces at CIC restart contains further enhancements.

For SAP CRM 2.0B, 2.0C, 3.0 <SP12 and 3.1 SP01, see the following SAP Notes:

• 511825 Performance Enhancement for CIC

• 511826 Prerequisite for Note 511825

3.2.8.1.2 CIC Trace

The IC WinClient can reuse various other CRM components, including customer-specific components. As a result of this flexibility, the IC WinClient’s performance can easily be affected by performance problems of one or more of these components. Therefore, the CIC trace was introduced with SAP CRM 3.1 SP04. The CIC trace provides an overview of how memory grows when running transaction CIC0 and of which workspaces or events are taking part in the memory usage. The trace is designed to help find memory leaks in SAP-delivered applications and to prevent creating memory leaks in customer-specific applications. It should be used in the first phase of the investigation only. For detailed investigations, the more sophisticated tools provided by SAP Web AS should be used.

The transaction for the CIC trace is CRM_CIC_TRACE. On the initial screen, you have the following options: • Start Trace Trans. Calls transaction CIC0 in trace mode: All events and also workspace creation/deletion are traced and written to a system buffer.

You must leave transaction CIC0 as usual (for example, not with /N), otherwise the trace result is not stored. When leaving the transaction, the trace result is copied from the system buffer to database table INDX (SRTFD = CP_CIC_MEMORY_DATA_ID). • Get Result Displays the trace result. You can change the default layout and add additional fields from the field list, for example, to get information about the calling program where the trace was written. • Display Message Raises a message in transaction CIC0 with every “End Contact” to display current memory usage and memory growth since the last “End Contact”. • Suppress Message Suppresses the message described in Display Message.


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Choosing the Swap Mode button gives you the following options, whereby Get Result has the same meaning as above. • Start Trace Use if you only want to trace certain steps that you perform in transaction CIC0, but not the whole transaction. This requires you to have a second session open where transaction CIC0 is running. If you now execute this function, all steps that you perform in the other session where transaction CIC0 is running, are traced from then. • Stop Trace Stops the trace in the other session where transaction CIC0 is running.

• Get Result

The system stores only the last trace result for each user, meaning the new trace result always overwrites the last trace result.

The fields visible in the default layout are: • Trace Category Shows if the trace entry was written for a workspace or a CIC event. Currently, only these two categories are supported. • Trace Event Shows at which event the trace record was created for the corresponding category. Currently, a trace record is written only at the beginning and at the end of the traced action. • Memory Absolute memory growth • Delta Memory growth from one to the other traced event • Trace Caller Currently, only framework categories (workspace creation, workspace deletion, CIC event) are traced. • Trace Identifier For a CIC event, this field contains the name of the event; for a workspace, it contains the name of the workspace.

3.2.8.1.3 Activity Logging

Activity logging (HLOG) is a hidden component that monitors the activities of IC agents in the IC WinClient. All loggable activities can be viewed with transaction CICA. The IC WinClient is delivered with logging obligatory for the following actions:

• AGENT_LOGIN

• AGENT_LOGOUT

• ANCOBJ_CREATED

• CALLBACK

• EXIT_CALL_MGMT

• QUIT_CALL_MGMT

• START_CCM

You can activate logging for any other action through Customizing.

Function module CCM_HIDDEN_LOG_CONFIG_MOD obtains the profile assigned to the agent and uses this profile to load the activities and detail keys to be logged during the agent’s session.


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When event NEW_ACTVITY is raised, function module CCM_HIDDEN_CREATE_LOG_ENTRY is called. This function module determines whether the current activity should be logged. If logging is enabled for the activity, the activity is logged in table CCMLOG. If the activity has additional detail associated with it, the activity detail is logged in table CCMLOGD.

Packages

Package Description CCMA IC WinClient components

Database Tables

Table Description CCMAC Loggable activity codes CCMAC_T Call center management activity code descriptions CCMACTIONOBJ Assign transaction to object types CCMACTPROF Loggable activity code group membership CCMADKEY Activity detail logging key CCMADKEY_T Call center detail key logging table CCMLOG Activity logs CCMLOGD Activity log details

Function Groups

Function Group Description Package CCM9 Activity logging CCMA

Transactions

Transaction Description CICJ Profile for logging activities CICA Activities in IC WinClient CICB Detail keys for activities in IC WinClient

Debugging Hint

A breakpoint can be set in function module CCM_HIDDEN_LOG_CONFIG_MOD. Internal table ICCMACTPROF contains activity codes that are logged.

A breakpoint can also be set in function module CCM_HIDDEN_CREATE_LOG_ENTRY. This module is called whenever a new activity is performed in the IC WinClient. Field P1 contains the value of the current activity. The activity (P1) is logged if there is an entry for it in table ICCMACTPROF. The variable NDETAILS gives the number of details attached to the activity.

3.2.8.2 SAPphone and Computer Telephony Integration SAPphone and Computer Telephony Integration (CTI) in the IC WinClient are technically based on SAP Web AS. For information about technical problem analysis (for database, operating system, workload analysis, and so on), see the Solution Management Guide for SAP Web AS. This section covers only differences and additional information specific to the IC WinClient.

Please note that your CTI vendor might offer functionality to provide monitoring and tracing features for telephony calls. In addition, SAP CRM provides features to test CTI functions and an option to monitor call attached data (CAD) that can be used during problem analysis of issues related to CTI and/or IC WinClient. These features are explained in the following sections.

3.2.8.2.1 Testing Computer Telephony Integration with Simulator Server

In the IC WinClient, you can use the SAPphone server for simulated call testing. This is useful to determine if a specific error can be reproduced without the third party CTI software involved. To use the simulator server, the telephony server has to be created with RFC destination NONE. Using the simulator telephony server forces the system to execute the related SAPphone functions


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inside the IC WinClient. Each time an external CTI-related function is executed, a SAPphone function is used instead. To test an incoming call in the CIC: 1. Using transaction SPHA, maintain the work center with the simulator telephony server. 2. Start transaction CIC0. 3. Choose Inwait. 4. In the dialog box that appears, maintain call status Ringing. 5. Enter the caller’s telephone number. 6. Choose Continue. In addition, the simulator server can simulate calls with call attached data, which can be used in the IC WinClient.

3.2.8.3 Testing Computer Telephony Integration with Soft Phone Features from SAPphone

For all CRM systems, there is a soft phone tool that can be used for testing the real telephony functions. This is useful to determine if a specific error can be reproduced without using transaction CIC0. Before using the soft phone application, the telephony server has to be created and function with RFC destination to the telephony gateway in transaction SPHB. To use the soft phone application, run transaction SPHT. You are now able to execute CTI functions without using the IC WinClient.

This soft phone application can also be used to simulate a call to the IC WinClient without dialing from an outside line. Simulate a call to the IC WinClient by logging on to the CRM system on two different computers with different users. Then one computer uses transaction SPHT and places a call to the other computer, which is running the IC WinClient.

3.2.8.3.1 Monitoring Call Attached Data

Call attached data (CAD) in the IC WinClient is published and stored in CTI when the call is transferred. In some cases, CAD may be missing or cannot be transferred between agents. To monitor CAD, insert breakpoints in the following subroutines: • PUBLISH_IOBJECT • PUBLISH_OBJ_TO_CTI • PUBLISH_BUSOBJ_TO_CTI The business objects from the business data display (BDD) are published to CTI in subroutine PUBLISH_IOBJECT with function SP_APPENDCALLINFO. Each CAD record is published to CTI one by one. Therefore, during runtime, you can see the content of the CAD in CTI by testing function SP_GETCALLINFO: 1. Insert breakpoints in the subroutines above. 2. Run the IC WinClient.

Confirming the business partner publishes the business partner to the BDD. 3. Choose Warm Transfer.

The program stops at the breakpoints. For each BDD object, function SP_APPENDCALLINFO is called.

4. At this function, copy the value of the call handle. 5. Open a second session. 6. Run transaction SE38. 7. Enter function module SP_GETCALLINFO. 8. Choose Single Test. 9. Enter the call handle. 10. Execute.

The CAD can be found in CALLINFO and CALLDATA.

3.2.8.4 Software Agent Framework Diagnosis Tool For information about technical problem analysis (for database, operating system, workload analysis, and so on), see the Solution Management Guide for SAP Web AS. This section covers only differences and additional information specific to this solution.


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Transaction CRMC_SAF_TOOL is the diagnosis tool for the Software Agent Framework (SAF).

3.2.8.5 Broadcast Supervisor See the IC WebClient.

3.2.8.6 E-Mail Response Management System Integration See the IC WebClient.

3.2.8.7 Solution Database Archiving See the IC WebClient.

3.2.9 MapBox Analysis Tools (used in Groupware Integration) Trace and log files are essential for analyzing problems.

Important Log and Trace files

Content File Path The MapBoxLauncher trace file contains information pertaining to the execution trace of the MapBoxLauncher. This file contains information, such as the important steps executed during the program execution, exceptions encountered if any during the processing of the messages, and so on.

Information contained in this file can be viewed using any application that renders text information, such as Windows Notepad. These files can be deleted from the file system by using a scheduled clean-up procedure, for example, once a week.

The tracing detail can be set in the connection.xml file with the aid of the MBLauncher attribute in the general_settings tag. For more information on this and also the connection.xml file.

mpbxtrc__<timestamp>.txt

where <timestamp> is

organized as follows:

YYYYDDMMHHMNSS;

Where:

YYYY is the year

DD is the date

MM is the Month

HH s the hour

MN is the minute

SS is the seconds.

Example:

mpbxtrc__20040122201503.txt

<user_home>\temp\mapboxdumps\<SAP_System>\<Client>

where:

user_home is the user’s Home folder

SAP_system is the SAP system from where the MapBox processes messages

Client is the client from where the MapBox processes messages

Example:

C:\Documents and Settings\John\temp\mapboxdumps\XYZ\700

Where XYZ is the SAP System

700 is the client


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For a Production Environment, it is recommended to set this trace to the “On Demand” mode, to ensure that the file will be generated only in the event of any errors. For details about how to set this mode of logging.

The MapBox log contains information pertaining to the different steps executed by the MapBox while processing a message. Information about the input and output of every step, exception and error messages, and the operational environment used by the MapBox is present in this file.

The information contained in this file can be viewed using any application that renders XML information, such as the Microsoft Internet Explorer 5.5 and above. The pre-requisite for viewing this file is that stylesheet MapLog.xsl needs to be present in the same folder where this file is located. This is because the rendering application uses the instructions in the stylesheet to present the information contained in this file. This file is created for every message and a collection of such files can be deleted from the file system by using a scheduled clean-up procedure, for example, once a week.

The tracing detail can be set in the connection.xml file with the aid of the MapLogLevel attribute in the connection_parameters/ancillary_settings tag. For more information on this and also the connection.xml file, refer to the Installation Guide for the MapBox.

For a Production Environment, it is recommended to set this trace to the “On Demand” mode to ensure that the file will be generated only in the event of any errors. For details about how to set this mode of logging.

JobID.xml

Where JobID is a 32-digit Hexadecimal number.

(The JobID is the internal, unique identification symbol used by the MapBox while processing a Message.)

Example:

0A114CAF0934400FE00A 0bC9207B7FDA.xml

<user_home>\temp\mapboxdumps\<SAP_System>\<Client>\<Queue_Name>

where:




Queue_Name is the name of the queue from where the MapBox processed the message

Example:

C:\Documents and Settings\John\temp\mapboxdumps\XYZ\700\ISP_D_000000000000435


700 is the Client

ISP_D_000000000000435 is the queue name


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This file contains the input message received by the MapBoxLauncher for processing. The MapBoxLauncher in-turn forwards this message for processing to the MapBox.

You can view information contained in this file by using any application that renders XML information, such as the Microsoft Internet Explorer 5.5 and above. This file is created for every message and a collection of such files can be deleted from the file system using a scheduled clean-up procedure, the frequency of which, for instance, could be once a week.

The creation of this file can be switched off by setting the messagedumps attribute of the connection_parameters/connection_def node in the connection.xml file to no. For more information on this and also the connection.xml file.

For a production environment, it is recommended to set this attribute to no. For details about how to set this mode of logging.

JobID_ISP_UPMSGNN.xml

Where

jobID is a 32-digit Hexadecimal number

NN is a two-digit number.

Example:

0A114CAF0934400FE00A 0bC9207B7FDA_ISP_UPMSG00.xml


where:





Example:



700 is the client


This file contains the output message of the MapBox after it has processed the input message. The MapBoxLauncher in turn forwards this message to the SAP CRM system for further processing.

You can view information contained in this file by using any application that renders XML information, such as the Microsoft Internet Explorer 5.5 and above. This file is created for every message and such a collection of files can be deleted from the file system using a scheduled clean-up procedure, the frequency of which, for instance, could be once a week.

The creation of this file can be switched off by setting the messagedumps attribute of the

JobID_ISP_DNMSGNN.xml

Where

JobID is a 32-digit Hexadecimal number.

NN is a two-digit number.

Example:

0A114CAF0934400FE00A 0bC9207B7FDA_ISP_DNMSG00.xml


where:






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connection_parameters/connection_def node in the connection.xml file to no. For more information on this and also the connection.xml file.

For a Production Environment, it is recommended to set this attribute to no. For details about how to set this mode of logging.

Example:



700 is the client


This file contains the message header of the input message received by the MapBoxLauncher.

You can view information contained in this file by using any application that renders XML information, such as the Microsoft Internet Explorer 5.5 and above. This file is created for every message and such a collection of files can be deleted from the file system using a scheduled clean-up procedure, the frequency of which, for instance, could be once a week.


For a production environment, it is recommended to set this attribute to no. For details about how to set this mode of logging.

JobID_ISP_HEADER.xml

Where jobID is a 32-digit Hexadecimal number.

Example:

0A114CAF0934400FE00A 0bC9207B7FDA_ISP_HEADER.xml


where:





Example:



700 is the client


This file contains the queue name from which the MapBoxLauncher received the input message.

You can view information contained in this file by using any application

JobID_QNAMES.xml

Where jobID is a 32-digit Hexadecimal number.

Example:


where:

user_home is the user’s


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that renders XML information, such as the Microsoft Internet Explorer 5.5 and above. This file is created for every message and such a collection of files can be deleted from the file system using a scheduled clean-up procedure, the frequency of which, for instance, could be once a week.


For a Production Environment, it is recommended to set this attribute to no. For details about how to set this mode of logging.

0A114CAF0934400FE00A 0bC9207B7FDA_QNAMES.xml

Home folder




Example:



700 is the client


The server trace file contains information pertaining to the execution trace of the JCO Server. This file contains information, such as the records/accessed created on the repository; exceptions encountered, if any, during the processing of the messages.

You can view information contained in this file by using any application that renders text information, such as Windows Notepad. These files can be deleted from the file system using a scheduled clean-up procedure, the frequency of which, for instance, could be once a week.

The tracing detail can be set in the connection.xml file with the aid of the traceLevel attribute in the JCO tag. For more information on this and also the connection.xml file.

For a Production Environment, it is recommended to set this trace to the “On Demand” mode, to ensure that

srvtrc__<timestamp>.txt

where <timestamp> is

organized as follows:

YYYYDDMMHHMNSS;

Where:

YYYY is the year

DD is the date

MM is the month

HH s the hour

MN is the minute

SS is the second.

Example:

srvtrc__20040122201503.txt

<user_home>\temp\mapboxdumps\

where:


Example:

C:\Documents and Settings\John\temp\mapboxdumps\


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the file will be generated only in case of any errors. For details about how to set this mode of logging.

3.2.9.1 CRM Middleware Monitoring for Groupware Integration The MapBox is a main component in the Groupware integration. Several analysis tools are also available on the CRM server to monitor the data exchange between the Groupware solution and the CRM server.

The following table contains the monitoring functions to be performed on the CRM server to monitor the data flow between the CRM server and the groupware server.

Monitoring activities / functions Monitoring tool (transaction)


qRFC Outbound Queue Monitor

• Displays outbound queues ISP_O* and checks that the messages from the following outbound queue are pulled by the GW Connector on a regular basis

SMQ1 Daily on a regular basis

qRFC Inbound Queue Monitor

• Checks that the following inbound queues are registered (TA SMQR) and running (TA SMQ2): ISP_D*, ISP_I*, and ISP_S*

SMQ2 Daily on a regular basis

BDoc messages related to the Groupware Integration

SMW01 / SMW02 / SMW03

Use of alert monitoring or start transaction daily on reguar basis

3.2.9.2 Groupware Connector

Monitoring activities / functions Monitoring tool Monitoring frequency periods and events

Groupware connector Monitor:

• Administration tool on the GW Connector

• In case of error

Groupware Connector Monitor:

• Administration tool on the MapBox

See Related Information

• In case of error

3.2.10 BW Adapter Analysis Tools BW Adapter is technically based on SAP Web Application Server (SAP Web AS) 7.0.


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Monitor Detailed Description Prerequisites

Transaction RSMON in BW

The monitoring of data extraction to BW can be performed using the standard functionality of BW (transaction RSMON). The user can check the success and points of failure of the extraction process, such as, whether the error occurred in the source system or in BW, etc.

3.2.11 Business Package for SAP CRM 5.0 The Business Package for SAP CRM 5.0 SP 01 is content-specific developed for use in SAP NetWeaver 2004s.

The data displayed in the portal is based on applications executed either in the portal itself or in the backend connected to the portal (for example, SAP CRM, SAP BW, SAP ERP, Internet Sales).

Monitoring and logging of the components in the Business Package can be done with the means provided by the portal or connected backend.

For more information about monitoring possible with the SAP NetWeaver portal (implementation and configuration), see the SAP Library under help.sap.com → Documentation → SAP NetWeaver → SAP NetWeaver → People Integration → Portal → Administration Guide → System Administration → Monitoring Technology and Logging.

The Business Package for SAP CRM 5.0 SP 01 contains two Java-based iViews:

• Alert Inbox

The Alert Inbox is intended to give the user a quick overview of the alerts he or she has got. These alerts are grouped and summarized by user-defined categories.

• Alert List

In the Alert List, all alerts from one or several selected categories are displayed.

For more information about these iViews, see the Configuration Guide for the Business Package for SAP CRM 5.0 in the SAP Service Marketplace under service.sap.com/crm-inst → SAP CRM 5.0 → CRM Business Packages and PCUI Installation.

3.2.11.1 Business Package for SAP CRM 5.0 Analysis Tools The Business Package for SAP CRM 5.0 SP 01 only provides content that runs in SAP NetWeaver 2004s and calls applications, running within the connected backends, which are all technically based on SAP Web Application Server Release 7.0. For information about technical problem analysis (that is, for database, operating system, workload analysis, and so on) refer to Solution Management Guide for Web Application Server.

3.2.11.2 Administration and Configuration of Object Links in the Business Package for SAP CRM 5.0

The business-related roles in the Business Package for SAP CRM 5.0 SP 01 use object links. These are hyperlinks that, dependent on the role, determine the required navigation target for the logged-on user.


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For more information about object links, see the Configuration Guide of the Business Package for SAP CRM 5.0 on SAP Service Marketplace under service.sap.com/crm-inst → SAP CRM 5.0 → CRM Business Packages and PCUI Installation.

Together with the object links, there is a series of tools that allow administrators to check the consistency of defined object links or study the cause of non-functional or incorrectly functioning object links.

These tools are contained in the role for the CRM portal administrator (com.sap.pct.crm.portaladmin).

Tool Detailed Description Prerequisites

PCD Locator Check

You use the PCD locator check to determine whether navigation targets specified in the CRM system belong to the role for which they were defined, and whether the navigation targets exist at all in the portal or portal content directory (PCD).

For more information, see the Configuration Guide of the Business Package (see above).

Role Check

You use the role check to determine whether the assignment of portal roles to single roles in the CRM system is consistent with regard to the navigation targets of object links.


Role Copier

The role copier supports the portal administrator in creating new single roles in the CRM system or when copying navigation targets for this role. The portal administrator can use it to check which navigation entries were copied successfully from the source role to the target role.



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Consistency Check

You use the consistency check for object links to determine which CRM object types were defined as navigation targets for data elements. To create consistent object links, identical data elements should have the same navigation target.


3.2.12 Segment Builder Analysis Tools The Segment Builder is technically based on SAP Web Application Server (SAP Web AS) 7.0. For information about technical problem analysis (for database, operating system, workload analysis, and so on) refer to the Technical Operations Manual for SAP Web AS.

• Target Groups can be create in background using batchjobs. Those batchjobs use the ABAP program CRM_MKTTG_TG_BUILD and run under the jobname “TARGET GROUP SELECTION”.

System administrators can track those jobs using transaction SM37.

• Business Partner Segmentation deals with huge amount of data. When selecting a Target Group, all matching Business Partners are stored in database table CRMD_MKTT_TG_I. This table normally increases in size. The system administrator must track this table and ensure that obsolete entries are removed as soon as possible. Target Groups can be deleted using the mass deletion program CRM_MKTTG_TG_DELETE.

3.2.13 Cross-/Up-/Down-Selling Analysis Tools Cross-/Up-/Down-Selling is technically based on SAP Web Application Server (SAP Web AS) release 7.0. For information about technical problem analysis (for database, operating system, workload analysis, and so on), refer to the Technical Operations Manual for SAP Web AS.

3.2.14 Top n Product Lists Analysis Tools Top n Product Lists is technically based on SAP Web Application Server (SAP Web AS) release 7.0. For information about technical problem analysis (for database, operating system, workload analysis, and so on), refer to the Solution Management Guide for SAP Web AS. This guide covers only differences and additional information specific to this solution.

3.2.15 Scenario-Specific Problem Analysis Tools 3.2.15.1 Web Application Components The Web Application Components are technically based on the NetWeaver’04s - SAP Web Application Server Java. For information about technical problem analysis (i.e for database, operating system, workload analysis) please refer to chapter of the corresponding SAP Web AS Java.

Configuration Monitoring


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E-Commerce applications use the XCM Administrator (Extended Configuration Management) for all kind of configuration settings. Each ISA application reports all XCM settings to the J2EE engine in order to have a central place for viewing configuration data of all applications.

The configuration data can be viewed in the 'Monitoring' service in the Visual Administrator. You can find the E-Commerce applications in the Monitoring Tree:

Root => Applications => CRM.<Area>.<Application Name>

Example:

Internet Sales B2B

Root => Applications => CRM.ISA.B2B

There are two types of configuration information shown in the monitoring tree.

Application Scope settings

These settings are presented in the following node:

Root => Applications => CRM.<Area>.<Application Name> => Configuration

They correspond to the following settings in the XCM tool: General Application Settings => Customer

Application Configuration Scope settings

Many E-Commerce applications support multiple XCM application configurations in one single deployment. If such an configuration has been loaded (used) at runtime it is shown as a separate node in the monitoring tree:

Root => Applications => CRM.<Area>.<Appliction Name> => <myXCMApplicationConfig>

Configuration Monitoring in CCMS If you have set up the CCMS Agent on the same machine the J2EE Engine is running on, the configuration data is reported automatically to the central monitoring system. It can be found in RZ20 using the following path:

SAP J2EE Monitor Templates => Applications => <SID of engine> => <SID of engine, instance> => <application name>

Trace and Log Files In mySAP CRM 5.0, the CRM Java Components are using the standard logging and tracing from the Web Application Server Java. The logging and tracing messages are written into the central log files of the SAP Web AS Java. The Log Viewer, which is automatically installed with the SAP Web AS Java, is used to view log and trace files.

If you want to change trace settings you have to do it for specific locations or categories.

The following table lists some of the most important locations in CRM E-Commerce

Location Description

com.sap.isa Root location for Internet Sales applications. Default severity is set to ERROR

com.sap.eservice Root location for E-Service applications

The following table lists categories used in CRM E-Commerce

Category Description


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/Applications/Common/Security Parts of E-Commerce dealing with security

/Applications/UserInterface User Interface Layer (Struts Actions)

/Applications/BusinessLogic Most of the Java based E-Commerce coding

Note: It could be that some of the categories are not pre-configured in the LogConfigurator Service in Visual Administrator. In that case you can add them manually.

Interfaces Interface monitors are essential for analyzing problems with interfaces such as RFC, IDoc, and HTTP.

Data Archiving Monitors For periodical tasks required to contain data growth (for example, reorganization of temporary data) please refer to the periodical tasks section in this guide.

In mySAP CRM 5.0, the Java Web Applications in E-Commerce and Channel Management store data in the database of the SAP Web Application Server. How to setup data archiving monitoring is described in the SAP Web AS Java documentation.

Other Scenario-Specific Problem Analysis Tools To get an overview, which Analyses Tools are available for the SAP Web AS Java, please refer to available documentation of NetWeaver.

Single Activity Trace (SAT) Single Activity Trace enables you to follow the actions triggered by a single request for services in the component writing the trace (usually this web application). It is intended to show which actions take up what amount of time.

The Single Activity Trace of a component can be viewed with the Central Log Viewer by opening the trace file sat.trc

The ISA Single Activity Trace provides the following information: • Each HTTP request is mapped to an SAT request • Each call to a action class (interaction step in application) is considered as component call

and traced • Each to a remotely callable function module is traced

For Each HTTP request a SAT request is traced when SAT is turned on. The SAT request has the following naming conventions

CRM:ISA:<application name>:<URI of application>

Example: CRM:ISA:b2c:/b2c_40_SP_COR/b2c/readshop.do

Interaction Steps When the application processes a request, so called 'actions' (interaction steps) are processed. In most cases a chain of actions is executed for each request. A SAT trace entry is created for each action execution.

The naming convention for an action call is as follows:


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CRM:ISA:<application name>:<class of action>

Example:

CRM:ISA:b2c_40_SP_COR:com.sapmarkets.isa.isacore.action.IsaCoreInitAction

Calls to remotely callable function modules For each call to a remotely callable function module an SAT entry is created. This enables you to get the following information:

• Which function modules are called (in each request/action) and how often • How long did it take to execute a function module

The naming convention for each function module execution is as follows:

CRM:ISA:<application name>:<name of remotely callable function module>

Example: CRM:ISA:b2c:CRM_ISA_SHOP_GETLIST

Starting and Stopping Tracing The Single Activty Trace is started by passing the additional request parameter sat=true.

e.g. http://host:port/b2b/b2b/init.do?sat=true

The Single Activity Trace can not be stopped actively. This is done when automatically when the HTTP session times out.

The switch is located in the XCM Administrator:

General Application Settings => Customer => <application name e.g. b2b> => sat

In order to use SAT it has also be enabled on the J2EE Engine: Log on to engine using Visual Administrator - Server - Services - Performance Tracing - Trace Config - enable SAT Trigger - Save

Java Application Response Time Measurement (JARM) It enables you to collect data about the runtime behavior of this web application. The runtime overhead of JARM is relatively small. It is therefore possible to turn JARM on, for measurement of application behavior under heavy load. Nevertheless, it is not recommended to turn JARM on in production systems. When JARM is turned on, the following data is collected. => Request: duration of each HTTP request and duration of components called within the request. The following is considered as a component within a request: => Each action execution (same as in SAT see above) => Each call using remote function call (RFC) (same as in SAT see above)


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The results of the measurement can be viewed using the JARM viewer. The JARM viewer is part of the SAP J2EE Visual Administrator. See 'Performance Tracing' service of the J2EE Server. The JARM viewer enables you to see the gross and net time of the execution time of the various requests and components. It is very useful to find it which components consumes how much execution time and how often it is called. In order to distinguish requests for different HTTP sessions, the application uses the HTTP session id as the user name when reporting data to the JARM service. It is therefore possible to filter data collected by JARM in the JARM viewer using the session id.

XCM Configuration Monitoring XCM is used for managing the XML based configuration files of the various web applications. The XCM Administrator provides an monitoring area enabling you to view the content of the configuration files managed by XCM at runtime:

• Start XCM Administrator: http://host:port/<application name>/admin/xcm/init.do

o Log on using an user of the Web AS Java, which is either assigned to the role ‘isaadmin’ or ‘administrators’

• Press the 'monitoring' button

• Select the application configuration from the dropdown list box for which you would like to examine the configuration files

o The listbox shows only loaded XCM configuration (means, which have been called at least one time). The 'bootstrap-scenario' configuration is build in and needed for the initialization of the web application

• The upper table shows a list of the files managed by XCM. Clicking on a file name opens a separate window shown the content of the file

• The lower table shows the XCM parameter settings of the selected application configuration

3.2.15.2 Service

Case Management CRM Case Management is based on the Basis Case Management, which is an enhancement of the Records Managements. CRM Case Management uses the GUI and user interfaces of CRM People-Centric UI and IC Web Client.

Case Management for Public Sector See CRM Case Management.

3.2.15.3 Field Applications The Field Applications scenarios, that contain a CRM server and a mobile client, use the CRM Middleware monitoring objects.

CRM Middleware Monitoring for Field Applications

Settings

For all BDoc types that you are planning to use in field application scenarios, you must enable the Mobile Bridge: You must set field ACTIVE to ‘X’ in table SMW3FDCUST according to SAP note 629861.


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Monitoring Activities / Functions Monitoring Type Monitoring Frequency Periods and Events

Replication and Realignment Queues Monitor Displays information about the status and contents of the replication and realignment queues defined in the CRM Server

SMOHQUEUE

or

SMWP:

Runtime Information CRM Middleware

R&R Queues

Several times a day depending on the business process

Mobile Client Communication Monitor Monitors individual sessions and statistics of the data exchange for each mobile client site

SMWMCOMM

• Every day • In case of

performance problems

Mobile Client Message Recovery Reports messages informing the CRM Server about errors during the import on the mobile clients

CMWQ

Architecture and Technology Middleware Monitoring Mobile Client Message Recovery

• Use of automatic notification mechanism

• Everyday

Operating System / Gateway • This is a operating system

performance monitor. • The SAP system statistic collector

daemons, SAPOSCOL and RFCOSCOL, run on the Communication Station and gather hardware resource consumption data. Complementary programs run on the CRM server and collect and display statistical data.

• While the Communication Station is running, data is continually being collected via existing connections and system data is also collected for subsequent evaluation. This data is called up periodically by the CRM Server and can be displayed and analyzed there by using monitoring tools. The gateway, which is installed on the Communication Station, is used to call up the collected data.

OS07 or SMWMCOMM, Menu Goto CommSta OS Monitor

In case of performance problems during data transfer

Monitor Data Extractor Status Displays information about all data collectors. Among other properties the status, the collected data and the

SMOJDC Daily (Check first if this feature is used)


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Monitoring Activities / Functions Monitoring Type Monitoring Frequency Periods and Events

extraction properties can be monitored. The data extraction process is triggered by the standard Queue Demon, which can also be started and stopped from this transaction

CRM Mobile Client Problem Analysis Tool for Field Applications

Settings

There is a file UIConfig.uifcfg available in the Root directory of the Application. In this configuration file set the entry Development to 1. When the application is started again in the Menu option <Tools> there is entry to start <UFAnalyser>.

UFAnalyser can used to monitor is list Objects in Memory, looking for performance data on the total time spent on various operations.

3.2.15.4 Interaction Center Database Tables Necessary for Archiving

Area Description

CRM IC WebClient

BCB/ICI configuration table only

CRM IC WebClient

Interaction record

CRM IC WebClient

Interactive scripting Application-specific, from script editor

CRM IC WebClient

Business object link Application-specific, transaction data

CRM IC WebClient

E-mail in business workplace inbox Application-specific

CRM IC WebClient

Call list

CRM Software Agent Framework

Knowledge base Framework-specific, SDB-dependent


Feedback Framework-specific, transaction data


Learning engine Learning the relationship


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CRM broadcast messaging server

None No need for archiving

For periodical tasks required to contain data growth (such as reorganization of temporary data), refer to the periodical tasks section in this guide.

3.2.15.5 Sales

Account Management


Monitoring Business Partner Data Exchange

below System landscape set up for the ERP customer master to CRM business partner data exchange

Object Links below

Monitoring Business Partner Data Exchange (Transaction CRMM_BUPA_MAP)

This application shows the mapping of a business partner in CRM to its business partner number, the business partner GUID and the corresponding ERP customer number.

It can be used to display the current BDoc entries corresponding to the displayed business partner.

It can be used to initiate a direct send of the business partner to ERP and to initiate a request of a customer from ERP to CRM.

Choose the business partner to be displayed

Enter a identifying number in either of the three fields, business partner number, business partner GUID or ERP customer number. After confirmation with enter the missing data will be retrieved from the system and be shown in the other fields.

Send Business Partner Data

Initiates a direct send of the displayed business partner to ERP. The data to be sent (with or without relations, the target system) can be chosen in the following screen. This is the same as using the transaction Send Business Partner Data” (CRMM_BUPA_SEND).

Gather Information about Customer

This button sends a request for the customer data to ERP.

Button Queues and BDocs

Shows the an overview on the Technical Middleware Queues, the general number of queues and the number of unprocessed transactions, and the number of nonfinal BDocs. It also provides links to the respective applications to view the Queue-State and the BDocs in more detail.


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Object Links

In order to follow the message flow for a certain business partner it is faster to use the corresponding object links directly. In Maintain Business Partners (Transaction BP) there is a button Services for Object right next left to the transaction title. Choosing Relationships in the Drop-Down List leads to an overview of objects related to this particular business partner, e.g. its corresponding BDocs. The BDoc can then be opened in a detailed view by doubleclicking on the entry in the table.

Other Scenario-Specific Problem Analysis Tools


Business Partner Diagnosis

Transaction CRMM_BPD

Compare Customizing / Sales Areas with ERP, to find data exchange errors due to differing customizing

Available DIMa Objects:

3.2.15.6 Product Master


DIMa Object External System

Header Compare

Detail Compare

Filters Possible

Remark

CUSTOMER ERP Customer Master

X X X

CONTACTS ERP Customer Master

X X X

PARTNERFUNCTION ERP Customer Master

X X X

PARTNER ERP Business Partner

X X X

RELATIONS ERP Business Partner

X X X

CDB_CAPGEN CDB X X X Includes Relationship Compare

CDB_CONGEN CDB X X X Includes Relationship Compare


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Data Integrity Manager

Transaction SDIMA

Compare Master Data between CRM and an external system. Either Header Compare (Object exists in both systems) or Detail Compare (comparison on field level)


3.2.15.7 Partner/Product Ranges



Transaction SDIMA



3.2.15.8 Marketing

Campaign Export to Channel (Job Monitoring)

Using the standard functions for campaign execution – For example, to mass-generate activities, mass-generate personalized e-mails, and so on – background jobs for program CRM_MKTTGGRP_EXPORT_BATCH are scheduled.


Header Compare

Detail Compare

Filters Possible?

Remark

MATERIAL ERP X X X

SERVICE_MASTER ERP X X X

PRODUT_MAT CDB X X X

PRODUT_SRV CDB X X X

BOM ERP X X X

CUST_MAT_INFO1 ERP X X

PRODUCT_IL_MAT CDB X X


Header Compare

Detail Compare

Filters Possible?

Remark

PPR CDB X X X


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No specific monitor template in RZ20 is provided for this component.

In the Campaign Management [more specifically: Campaign Automation] scenario, the following workflow models are delivered:

• WS14000061 Send Target Group to Channel

• WS14000062 Create Target Group

• WS14000063 Create Target Group and Channel Transfer

• WS14000064 Send E-mail to Person Responsible

• WS14000065 Approval by Person Responsible

• WS14000066 Add BP to Target Group

• WS14000067 Remove BP from Target Group

• WS14000068 Start Target Group Optimization

• WS14000069 Send Responder to Channel

• WS14000070 Start Follow-up Step without Execution

CRM Middleware Queues

The following CRM Middleware queues are relevant for this scenario:

Process ID Naming Convention

Purpose System Comment

Independent / MSA

CSAMKTPL* * represents the first 10 characters of the External ID of the first marketing element in the BDOC

This is the central queue for the Marketing Planning BDoc from where the different outbound adapters of the different processes are processed.

CRM

CSA_MSA_MKTPL

This ID is used by the MW queue finder if the above mentioned naming convention (first ten characters …) can not be processed.

CRM


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Replication to ERP-PS

CRM_MKTPL_R3*

* represents the first 10 characters of the External ID of the root node of the hierarchy

Transfer message to ERP

CRM If the BDoc is not transferred to this queue after the generic queue (see above), this might be related to problems in the processing of the BDOC in the outbound adapter for the Mobile Application.

CRM_MKTPL_R3*

* represents the first 10 characters of the External ID of the root node of the hierarchy

Calls the project replication interface

ERP

R3AD_CRM_MKTPL_R3INT

Inbound queue for messages from ERP

CRM

R3INT_INBOUND_MSGS

Processing of the messages

CRM

Replication to APO Promotion Planning

AI* * represents the External ID of the marketing element to be processed. BDOC is split into individual queues for each contained element

Transfer message to APO

APO If the BDOC is not transferred to this queue after the generic queue (see above), this might be related to problems in the processing of the BDOC in the outbound adapter for the Mobile Application.


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CRM_MKTPL_APO_INT

Calls the Promotion Interface

APO

CRM_MKTPL_APO_INT

Inbound queue for messages from APO

CRM

Lead Management

This scenario is based on SAP Web Application Server (SAP Web AS) 7.0. For further information, see Related Information.

As part of the business transaction, Lead Management uses the standard functions as described in following SAP Help Portal documentation:

mySAP Customer Relationship Management -> Marketing -> Lead Management -> Lead Processing -> Basic Functions -> Concept and Basic Functions of the Business Transaction

Particularly, refer to the application support Survey Tool. For information, see the SAP Help Portal under:

mySAP Customer Relationship Management -> Application Services -> Application Engines -> Survey Tool -> Survey Run Time

Leads are involved in Campaign Management and Channel Management. The following links describe the relevant scenarios in SAP Help Portal:

mySAP Customer Relationship Management -> Channel Management -> Channel Marketing -> Lead Management with Channel Partners

mySAP Customer Relationship Management -> CRM Enterprise -> Marketing -> Campaign Management

In addition to Lead Management support, you can use the workflow basis tools with the standard workflow template WS10001011 and WS13100008. To analyze the work items created for the mentioned workflow, you can use the Monitor for work items (transaction SWI1).

mySAP Customer Relationship Management -> Application Services -> Application Engines -> SAP Business Workflow

Database tables

The attributes for Leads in Lead Management are stored in table CRMD_LEAD_H. All other relevant data of the Leads are available in the objects based on the business transactions data model mentioned above.

Product Proposal

Interfaces Interface monitors are necessary for analyzing problems with interfaces such as RFC, IDoc, and HTTP.



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Report CRM_MKTPR_PRODUCT_PROPOSAL

Report for simulating product proposals. This report can be helpful to locate problems related to product proposal generation. It can be used to determine if it is a problem of the scenario itself or the use of the scenario. (For more information, see in transaction CRMD_MKT_TOOLS)


Transaction SE16

See Solution Management Guide for SAP Web AS

Cross-/Up-/Down-Selling:

The package CRM_MKTPR contains the data dictionary objects for cross-/up-/down-selling rules. Therefore, the rules are stored in the database tables. Since it is possible to upload rules from a business warehouse system to the customer relationship management system, this can lead to a large number of rules.

Top n Product Lists:

Top n product lists can be archived.

For the periodical tasks required to contain data growth (such as reorganization of temporary data), refer to the periodical tasks section in this guide.

External List Management

External List Management offers functionality in CRM and BW. However, because BW uses a different architecture than CRM, the functionality and the used monitors differ.

External List Management in CRM

Files on Application Server

External List Management stores files uploaded from workstation (PC of the user) on the application server. The directory used can be customized in IMG activity Customer Relationship Management->Marketing->External List Management->Maintain File Path. The customized directory must be located on a file system with sufficient free space. The necessary size of that file system depends on the following key figures: Number of lists uploaded into CRM Size of files uploaded as lists into CRM a bulleted list will be good here.

The naming convention of these files is ELM<GUID of the list>. The GUID of the list can be found in the table CRMD_MKTLIST_H.

In addition, External List Management allows to upload files stored on the application server. The user can browse through the directories of the application server and choose a file. The location of these files depends on the organizational settings within the IT department of the customer.


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Workflow Monitoring

The scenario External List Management requires the workflow template WS14000029 to execute the selected process steps. For more details, see the IMG activity Customer Relationship Management->Marketing->External List Management->Implement Workflow Customizing. A description of the workflow template WS14000029 is available in the SAP Help Portal.

In addition, the workflow templates, WS140000129 and WS140000111 can be used. For more details, see the IMG activity Customer Relationship Management->Marketing->External List Management->Implement Workflow Customizing and SAP Help.

The monitor for work items (transaction SWI1) can be used to analyze the work items created for the workflow templates specified.

Database Tables

External List Management can work with huge amount of data. The content of the uploaded files is stored in table CRMD_MKTLIST_C. After the mapping of data, the content of the filed is stored in the additional tables CRMD_MKTLIST_ADR, CRMD_MKTLIST_ORG, CRMD_MKTLIST_PER, CRMD_MKTLIST_CEN, CRMD_MKTLIST_ATR, CRMD_MKTLIST_ACT, CRMD_MKTLIST_LEA, CRMD_MKTIST_BCI, CRMD_MKTLIST_SUV and CRMD_MKTLIST_CLR.

The table CRMD_MKTLIST_E stores the error m essages per data record. The table CRMD_MKTLIST_I stores the link between data record of a list and the business partner and the activity or lead object.

The database tables BUT000, BUT020, BUT021, BUT051, ADRC, ADRP, ADR2, ADR3 and ADR6 will increase in size if business partners are created within External List Management.

The database tables CRMD_ORDERADM_H, CRMD_ACTIVITY_H, CRMD_LEAD_H, CRMD_PARTNER will increase in size if business transactions (activity or lead) are created within External List Management.

Use the corresponding database monitor in CCMS to check the size of the tables and the remaining free space. The size and growth of the mentioned tables depends on the following key figures:

• Number of lists uploaded into CRM

• Size of fileds uploaded as lists into CRM

• Retention time of a list

• Usage of functionality to delete temporary data of a list (used or not used; frequency of the usage)

• Deletion of list (used or not used; frequency of the usage)

The size of tables CRMD_MKTLIST_C, CRMD_MKTLIST_ADR, CRMD_MKTLIST_ORG, CRMD_MKTLIST_PER, CRMD_MKTLIST_CEN, CRMD_MKTLIST_ATR, CRMD_MKTLIST_ACT, CRMD_MKTLIST_LEA, CRMD_MKTIST_BCI, CRMD_MKTLIST_SUV and CRMD_MKTLIST_CLR can be reduced if the temporary data of a list is deleted or the complete list is deleted. Both functionalities are offered within the maintenance UI of the list.

The size of the tables CRMD_MKTLIST_E and CRMD_MKTLIST_I is reduced only if the list is deleted.

The size of table BUT000, BUT020, BUT021, BUT051, ADRC, ADRP, ADR2, ADR3 and ADR6 is reduced if the business partners are deleted. If a list is deleted the business partners are deleted only if they are still marked as rented. To delete not-rented business partners a deletion program can be used. The details are available in SAP Note 415007.


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Distribution of Business Partners

The rented business partners are distributed to ERP systems and CRM Mobile. If External List Management is used to create a huge amount of not-rented business partners, problems within the distribution can occur.

Use the corresponding middleware monitors to check the distribution during the creation of business partners.

Example: Use the transaction SMW01 to check the BDOCs of type BUPA_MAIN.

If rented business partners are created, they are mark as rented with a flag. This flag can be deleted automatically via a so-called action if the business partner is used in a sales order in CRM. Normally, the action runs if the sales order is saved. The flag is removed and the business partner is distributed to the ERP system. The sales order is also distributed to ERP.

It can now occur (depends on the settings of the middleware queues) that the sales order reaches the ERP system before the business partner is created in the ERP system. In such a case, the sales order is rejected by the ERP system and gets an error status in CRM.

Use the corresponding middleware monitors to check the distribution of the sales order and business partner.

Example:

Use the transaction SMW01 to check the BDOCs of type BUPA_MAIN and BUS_TRANS_MSG.

Trouble Shooting

Details for tips and tricks within External List Management and for trouble shooting can be found in SAP Note 708557.

External List Management in BW

Database tables

The content of the uploaded file is stored in the InfoObject 0ELM_GUID_I.

Use the BW tools (such as transaction RSD1) to find the generated database tables of the mentioned InfoObject.

Use the corresponding database monitor to check the size and free space of the assigned database tables.

Programs

External List Management in BW uses the following programs in batch processing:

ELM_CHECK_POSTAL

This program executes the postal check of the uploaded data.

ELM_CHECK_DUPLICATE

This program executes the duplicate check of the uploaded data.

ELM_DELETE

This program deletes the uploaded data.


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The programs are started within the user interface of External List Management (transaction ELM) if the corresponding step is executed.

Further details can be found in SAP Help ‘Business Information Warehouse->BI Content->Customer Relationship Management->Marketing->External List Management’ in the chapters ‘Postal Check’, ‘Duplicate Check’ and ‘Deletion’.

Lead Management

Lead Management is technically based on SAP Web Application Server (SAP Web AS) release 7.0. For information about technical problem analysis (for database, operating system, workload analysis, and so on), refer to the Solution Management Guide for SAP Web AS. This guide covers only differences and additional information specific to this solution.

Rule Based Document Distribution

Accordingly to the functionality Document Distribution the batch job CRM_DD_BATCH has to be monitored. If the customer wants to use the rule based distribution, it’s intended to plan the job periodically. The result messages of the processed job are stored in the application log (Transaction SLG1) under the object CRM_DD with the subobject 01.

Trace and Log Files Trace and log files are necessary for analyzing problems. Due to the fact the Lead Management uses Workflow functionality, see under SAP Help Portal: SAP Library->Technical Operations Manual for mySAP Technology->Administration of the SAP Web->Application Server->Management of the ABAP Subsystem->Administration->Workflow System Administration ->Workflow Runtime Administration

Data Archiving Monitors The Lead Management uses the standard functionality of the business Transaction with the Archiving object CRM_LEAD for Data Archiving. For more information, see the SAP Help Portal under mySAP Customer Relationship Management -> Marketing -> Lead Management -> Sales Order Processing -> Basic Functions -> Archiving of Business Transactions



Workflow SAP Help Portal:

SAP Library->Technical Operations Manual for mySAP Technology->Administration of the SAP Web->Application Server->Management of the ABAP Subsystem->Administration->Workflow System Administration ->Workflow Runtime Administration

Marketing Attribute together with Mobile Sales

Troubleshooting


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Details for tips and tricks for data exchange of marketing attributes with Mobiles Sales can be found in notes 545391 and 551918. It is also possible to use transaction SDIMA to compare the data in CRM Online und CDB.

Segment Builder together with Mobile Sales

Troubleshooting

In transaction SMW01 you can control the BDOCS for the data exchange between CRM Online and Mobile Sales. Here you can find unprocessed and incorrect BDOCs. And you can find Bdocs which are processed with an error (type F01 or E01). In transaction SDIMA you can compare the data between CRM Online and CDB and you can create Bdcos to correct differences.

3.2.15.9 Campaign Management

Interfaces Interface monitors are essential for analyzing problems with interfaces such as RFC, IDoc, and HTTP.

Logs containing application specific information for individual marketing elements concerning data flow to BW, ERP and APO could be accessed via the application Marketing Planner.


Transfer to BW Application specific messages concerning the online update of marketing elements to BW. none

Transfer to ERP Project Systems

Application specific messages concerning the update of marketing elements to ERP Project Systems.

none

Transfer to APO

[Trade Promotion Management only]

Application specific messages concerning the update of trade promotions and trade promotion tasks to APO Promotion Management.

none

Data Archiving Monitors The fastest growing tables are:

CGPL_PROJECT, CGPL_TASK, CRM_MKTPL_ATTR, CRM_MKTPL_TPATTR, CRMD_MKTPL_AL00, CRMD_MKTPL_AL01, CRMD_MKTPL_AL02, CRMD_MKTPL_AL03, CRMD_MKTPL_COSTA , CRMD_MKTPL_CSTKP , CRMD_MKTPL_DATE , CRMD_MKTPL_PROD , CRMD_MKTPL_TMPL , CRMD_MKTPL_TGGRP

For periodical tasks required to contain data growth (that is, reorganization of temporary data) please refer to the periodical tasks section in this guide.

Distributed Statistical Records


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Not applicable

Monitoring of Document Flow See CRM Middleware monitoring.



Hierarchy consistency report

Report CRM_MKTPL_HIERARCHY could be used to monitor inconsistencies in the marketing element hierarchies.

none

Campaign Execution

Due the potential high volume of data that should be processed during campaign execution some periodical maintenance and re-organization procedures should be done to ensure performance and scalability. Mainly with activated parallel execution these steps are necessary.

Find all necessary steps and more detailed explanations in note 524647. Please read and execute all the hints given within this note.

3.2.15.10 Marketing Planning See Campaign Management.

3.2.15.11 Trade Promotion Management See Campaign Management.

4 Management of mySAP Technology SAP provides you with an infrastructure that helps your technical support consultants and system administrators to manage all SAP components effectively and carry out all tasks related to middleware technology.

The aims of managing mySAP Technology are as follows:

• Provide a central interface to manage administrative tasks for middleware

• Improve the process of problem resolution for the entire solution

• Provide standardized administration of user profiles

For more information about the underlying technology in the Technical Operations Manual for mySAP Technology, see SAP Library → mySAP Technology Components.


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4.1 Administration Tools of Software Components 4.1.1 BW Adapter Transaction/Tool Detailed Description Prerequisites

smq1

Use this transaction to monitor whether the delta data is being filled into the outbound queue.

Smqr Use this transaction to check the status of the scheduler, and stop or start it.

Bwa7

Use this transaction, to monitor for active DataSources, and regenerate an extraction report.

You can also monitor the BW Adapter Delta Queues.

Bwa5 Use this transaction to carry out activation of BW Adapter metadata in customer systems.

Rsa3 Use this transaction to check and simulate the data extraction.

SAP BW Workbook Integration for CRM Mobile Sales:

Transaction/Tool Detailed Description Prerequisites

SMOBILEBW This transaction is used to schedule requests in SAP BW to execute Queries and to provide Solution Workbooks to CRM Mobile Clients. Can be called from the CRM Middleware Administration Console (SMOEAC).

SAP Business Information Warehouse, CRM Mobile

Replication of Analytical Results from SAP BW to CRM:


CRMBWTARGETS Use this transaction to release Data Targets in CRM to be available for update from SAP BW. You can also define new Data Targets.

SAP Business Information Warehouse


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4.1.2 E-Commerce and Channel Management Components Transaction/Tool Detailed Description Prerequisites

Log Viewer

The Log Viewer is a tool you can use to access all log files of the SAP Web AS Java. Because the mySAP CRM 5.0 Java Components are using the logging and tracing functionality of the SAP Web AS, the Log Viewer is used to access their log files, too.

The Log Viewer is automatically installed with the SAP Web Application Server Java.

XCM Admin

Configuration of the web applications in E-Commerce and Channel Management is done with the Extended Configuration Management Administrator (XCM Admin). How to configure web applications is described in the Java Components of E-Selling and Channel Management Installation Guide, you can find the guide on the SAP Service Marketplace (http://service.sap.com/crm-inst)

The XCM Admin is automatically deployed with each web application.

Transaction CRMD_MKTSEG

Partner Segmentation uses this transaction in Channel Management.

Here, the number of members shown in a target group or master group can be defined.

You can also access this transaction if you navigate through the menu as follows:

Extras – Settings – Number of Items

CRM 5.0 System.

Personalization Rules Maintenance

Rules for Personalization are maintained by the persuserinterface application, based on the e-commerce core.

Web AS Java

SVE Administrator

SVE application has an internal Scheduler component. Administration of Scheduler is done by logging into SVE application with Administrator role. This role required to be mapped to SU01 user. SVE Administrator can monitor the execution of SVE tasks, start/stop a particular task or change the recurrence interval. Each SVE task provides its execution history and status indicating the outcome of last execution cycle. Execution history provides the logs made by task execution indicating its progress. This log is very helpful in troubleshooting and problem analysis of task failure

None


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Internet Sales User Administrator

The Internet Sales User Administrator is a web application which is used to

The ISA User Admin is automatically deployed to the Web AS Java during the installation of the mySAP CRM 5.0 Java Components.

Log Viewer

The Log Viewer is a tool you can use to access all log files of the SAP Web AS Java. Because the mySAP CRM 5.0 Java Components are using the logging and tracing functionality of the SAP Web AS, the Log Viewer is used to access their log files, too.

The Log Viewer is automatically installed with the SAP Web Application Server Java.

4.1.3 Interaction Center


Indexes (BSP application CRM_EI_CMP_ADMN, also accessible from the Software Agent Framework (SAF) diagnosis tool)

Compile knowledge bases defined in the SAF. Compilation is a prerequisite for searching the knowledge bases in the knowledge search.

The database contains master data such as Solution Database (SDB) records, business partners, and cases.

You have defined the knowledge bases in Customizing for the SAF.

IC WebClient script editor (BSP application CRM_IC_ISE)

Define interactive scripts. Interaction Center Manager role is assigned to your SAP Enterprise Portal (EP) user.

Solution Database (transaction IS01 or via SAP EP CRM Portal Administrator role, Knowledge Bases workset)

Maintain problems and solutions

E-Mail Response Management System (ERMS) administration

Rule policy: transaction SM34, table CRM_ER_SM_PROF

Maintain mail forms: transaction CRMD_EMAIL

Rule modeler: SAP EP E-Mail Response Management System -> Administration

Category modeler: SAP EP E-Mail Response Management System -> Administration

Set up organizational units: transaction SPRO

RFC loopback node is set up via SAPconnect, and inbound distribution is specified under SAP Business Workflow


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SAPconnect (transaction SCOT)

SAPconnect administration required for ERMS

SAP Business Workflow (transaction SO28)

Inbound distribution specified for ERMS

4.1.4 Business Package for mySAP CRM 5.0

For more information about the administration tools of the Business Package for SAP CRM 5.0, see the Configuration Guide on SAP Service Marketplace under service.sap.com/crm-inst → SAP CRM 5.0 → CRM Business Packages and PCUI Installation.

For more information about the administration tools of SAP NetWeaver 2004s and the SAP NetWeaver Portal it contains, see the Configuration Guide in the SAP Library under help.sap.com → Documentation → SAP NetWeaver → SAP NetWeaver → People Integration → Portal → Administration Guide.

4.2 Starting and Stopping Start and Stop Sequence and Tools

Software Component Sequence Tool Detailed Description

All Scenarios

CRM Server

SAP Note 624921

Field Applications

Communication Station

No need to stop or start this component

E-Commerce and Channel Management

WAC 1 SAP J2EE Engine Administrator

How to start and stop web applications is described in the chapter “Deploy Services” in the “Admin Manual” of the SAP J2EE Engine, which you can find in the “docs” directory of your J2EE Engine.

Scheduler 2 SAP J2EE Engine Administrator

Scheduler is started and stopped implicitly when the SVE WAC is started or stopped by SAP J2EE engine.


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4.3 Backup/Restore and Recovery

You need to back up your system landscape regularly to ensure that you can restore and recover it in the event of failure.

The backup and restore concept for mySAP CRM consists of two parts:

• Backup and restore for each component

• Cross-system data dependencies and handling

The backup and restore concept for your system landscape should not only consider SAP systems. It should be embedded in the overall business requirements and take into account the whole process flow in your company. The data and application integration is one of the main features of mySAP CRM. The CRM server usually exchanges data with one or more ERP back-ends. This complex landscape of distributed and redundantly stored data has an important impact on the recovery procedure. You should involve the team in your company that is responsible for interfaces or for the interface to the ERP systems and to non-SAP systems.

See the following document for details on the backup and recovery procedure for the main components in the CRM landscape:

SAP Service Marketplace under the quick link crm-inst → mySAP CRM → CRM Cross Component → Backup and Recovery CRM 5.0.

The following table contains related documentation regarding the backup and recovery of the CRM system landscape:

Topic Guide/Tool Details / Quick Link to the SAP Service Marketplace (service.sap.com)

B&R of Web Application Server

Disaster Recovery

High Availability

Alias HA -> paper High Availability for mySAP.com Solutions

B&R of mySAP system landscape

Backup and Recovery Alias Solutionmanagerbp -> topic area -> Backup and Restore for mySAP Business Suite

B&R of mySAP APO and SCM

Backup and Recovery Alias Solutionmanagerbp -> topic area -> Backup and Recovery for SAP APO (3.x) / mySAP SCM (4.x)

SAP Note 531217 Data Integrity Manager (DIMa)

General note about the data consistency tool used in a CRM landscape

.


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4.4 System Copy 4.4.1 Web Application Server How to copy the SAP Web Application Server Java including all applications and all database tables is described in the guide ‘Homogeneous and Heterogeneous System Copy for SAP Systems Based on SAP Web Application Server Java 6.40 SR 1’, which is available on the SAP Service Marketplace alias ‘instguides’ (http://service.sap.com/instguides) SAP NetWeaver Release 04

Installation. In the shown list scroll down to ‘SAP Web AS’ and follow the link ‘SAP Web AS 6.40 SR1 and Related Documentation’ ‘Homogeneous and Heterogeneous System Copy’ ‘Homogeneous and Heterogeneous System Copy for SAP Systems Based on SAP Web Application Server Java 6.40 SR 1’.

This system copy contains all data which was stored in persistence of the Web AS including the application data in XCM, Shop Management, Lean Basket Backend and Rules Based Personalization.

4.4.1.1 Post System Copy Steps After you have successfully performed the system copy, you have to match the configurations to the new Web AS.

4.4.1.2 Further used components After you performed the System Copy of the SAP Web AS Java and the Post System Copy steps as described above, you copied the mySAP CRM 5.0 Internet Sales Web Applications and the SAP Web Application Server.

The list below shows all components, which are used in mySAP CRM 5.0 Internet Sales. If you want to copy them too, please refer to the corresponding chapter of this component. The column Recommendation describes, if a System Copy is required, if you want to run a second productive system, or if you could use the old one.

4.4.2 Interaction Center (WebClient) The following configuration needs to be revisited after the system copy:

• Search and Classification (TREX) and Software Agent Framework (SAF)

- After setting up the connection to TREX in transaction SM59, change the RFC destination to point to the new TREX connection. You do this in Customizing for the Software Agent Framework → Configure RFC Destinations.

- In Customizing for the Software Agent Framework, follow the steps to set up indexes and compile them.

• Computer Telephony Integration (CTI)

Adjust the RFC configuration for CTI (ICI or SAPphone) according to the new system landscape:

- ICI

After setting up the connection to the communication software in transaction SM59, assign the newly configured RFC destination to your communication management software system ID in transaction CRMM_BCB_ADM.

- SAPphone

After setting up the connection to the communication software in transaction SM59, create a telephony server with the newly created RFC destination in transaction SPHB.


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For more information about configuring communication management software, see SAP Solution Manager.

• Transaction Launcher and Action Box

Adjust the Logical Systems and URLs for Transaction Launcher in the new system and configure Transaction Launcher in IC WebClient Customizing activity Transaction Launcher → Configure Transaction Launcher.

Reconfigure the action box configuration in transaction EWFC0.

4.5 Periodical Tasks 4.5.1 Scheduled Periodical Tasks 4.5.1.1 CRM Middleware

Standard/housekeeping jobs

Program name / Task Recommended Frequency Detailed description

Detect aborted BDoc messaes: RSMWFLOWWATCHDOG

Daily Transaction SMW3WD

Process aborted BDoc messages: RSMWAPP01

Daily Transaction SMW20

The monitoring tasks are listed in section 3.2.1. The use of the CCMS Monitors (as described in 3.1.1.2) avoids an active monitoring of the system.

4.5.1.2 Partner Management in Channel Management Standard/Housekeeping Jobs

Program name / Task Recommended Frequency

Detailed Description

Unusable business partners

Weekly Report CRM_CHM_DEL_CP_ACT deletes unusable business partners from the Request for Registration process. It runs in the background. Use transaction SM36 to plan batch jobs, and transaction SM37 to get an overview of planned batch jobs.

4.5.1.3 Partner Segmentation in Channel Management Standard/Housekeeping Jobs



Updating master group Daily You should update the master group for each channel partner. This batch job is done by report CRMD_MKTSEG_MGR. A master group based on program “Channel Management Accounts” must exist. Use transaction SM36 to plan batch jobs, and transaction SM37 to get an overview


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of planned batch jobs.

4.5.1.4 Internet Sales Standard/Housekeeping Jobs

Program Name / Task Recommended Frequency


XCM Configuration After changing configuration

The XCM configuration is stored in the persistence of the Web AS. How to backup the table is described in the documentation of the Web AS Java in the sub chapter of the corresponding database.

Shop After modifying shops The Shop configuration is stored in the persistence of the Web AS. How to backup the table is described in the documentation of the Web AS Java in the sub chapter of the corresponding database.

Web AS Java DB - Because the application data is stored in the database form the SAP Web AS Java, strategies for the corresponding database have to be used.

4.5.1.5 Rules for Personalization Standard/Housekeeping Jobs



Rules Deployment As required by customer.

Whenever a set of rules for personalization changes, they need to be deployed in order to take effect on the web shop. This should be done as per the requirements of the customer.

4.5.1.6 Selling via eBay® Standard/Housekeeping Jobs

Task Recommended Frequency


Poll winners Every 20 minutes This task synchronizes the selling via eBay application (SVE) with the winner determined by eBay, and triggers postprocessing related to the winner. This task has no dependency on any other task, and can be started and stopped by the SVE administrator.


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Synchronize categories Daily This task synchronizes SVE with the category hierarchy of the eBay marketplace. This task is run immediately after starting SVE. It has no dependency on any other task, and can be started and stopped by the SVE administrator.

Synchronize bids Every 20 minutes This task synchronizes the bids placed on the eBay marketplace by buyers. It has no dependency on any other task, and can be started and stopped by the SVE administrator.

Publish auctions Every 20 minutes This task publishes scheduled auctions at a predefined time on the eBay marketplace. It has no dependency on any other task, and can be started and stopped by the SVE administrator.

Process auctions with partial/no winners

Every 20 minutes This task closes those auctions for which no winner is determined by eBay. It has no dependency on any other task, and can be started and stopped by the SVE administrator.

Process transactions Daily This task reconciles payments with auctions, where payments are not made with PayPal. It has no dependency on any other task, and can be started and stopped by the SVE administrator. For XCM related configuration data required by this task, see SAP Solution Manager for SVE.

4.5.1.7 Software Agent Framework (SAF) Standard/Housekeeping Jobs



Compilation of knowledge base

Not less than 5 minutes, except problems/solutions which should be approx. 2 minutes

Frequency is set from BSP application CRM_EI_CMP_ADMN and can be specified individually for different knowledge bases.

Administration-specific background job. Purpose is to populate data to Search and Classification (TREX) for further data searching.

Does not influence system availability, but does influence data availability.

If job was not executed for some reason, a full compilation can rescue the situation.


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4.5.1.8 Interaction Center (WebClient) Standard/Housekeeping Jobs

Program name / Task

Recommended Frequency


Upload interaction statistics (transaction CRM_CIC_CTI_LOAD)

Daily Report used to upload statistics data from the communication system (for example, CTI server) to SAP CRM. For more information, choose Help -> Application Help in the transaction. See also the following topics on SAP Help Portal at help.sap.com:

• Interaction Center Statistics

• SAPphone

Compile knowledge bases (BSP application CRM_EI_CMP_ADMN, also accessible from the Software Agent Framework (SAF) diagnosis tool)

Not less than 5 min., except problems/solutions which should be approx. 2 min.

You set the frequency in the Indexes application. You can set the frequency individually for different knowledge bases.

This is an administration-specific background job, whose purpose is to populate the data to Search and Classification (TREX) for further data searching. This does not influence system availability, but does influence data availability.

If, for some reason, the job was not executed, you can remedy the situation with a full compilation.

SAP BW background job data load

For IC analytics statistics data

4.5.1.9 Top n Product Lists (Marketing - Product Proposal) Standard/Housekeeping Jobs



CRM_MKT_TOPN_PROD_SELECTION_BW Arbitrary

4.5.1.10 External List Management Standard/Housekeeping Jobs

Program Name / Task Recommended Frequency


Program CRM_MKTLIST_BW_WONCUST_BATCH in CRM

Depends on required schedule of update of BW data

This program calculates the key figure ‘Customers Won’ in CRM and fills the BW delta queue in order to update this key figure in BW.

Further documentation can be found in IMG under CRM->Marketing->External List Management->Business Add-Ins->Define Determination of Key Figure ‘Customers Won’


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4.5.1.11 Marketing Planning Report Detailed Description CRM_MKTPL_CHECK_AC

Activates the status “To be Archived” for the selected marketing elements.

CRM_MKTPL_WRITE_AC

Updates the selected marketing elements to the archive.

CRM_MKTPL_DELETE_AC

Deletes all data related to the selected marketing elements from the operative database.

4.5.1.12 Segment Builder Caches Standard, Housekeeping Jobs

Program Name/Task Recommended Frequency


CRM_MKTTG_TREX_UPDATE daily to update FastFind enabled Attributes (TA CRMD_MKTDS) within the TREX cache

CRM_MKTTG_CACHE_UPDATE daily to update local Attribute-Cache for all Attributes with value in ‘Update Cycle’ on DB


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4.5.2 Required Manual Periodical Tasks 4.5.2.1 Interaction Center (WebClient)

Required Manual Periodical Tasks

Task or Transaction Description Recommended Frequency

Delete Reporting Data (CRMD_ERMS_DEL_RDATA)

Removes e-mails from the system. To ensure that non-processed items remain in the system, be sure to select Extracted Data Only.

Daily

Compilation If regular delta compilation is scheduled in the Indexes application, no manual task is required.

This task does not influence system availability, but does influence data availability.

Clustering If there is high data input for knowledge bases, this task should be performed more frequently. If there is no new data for each knowledge base, there is no need to retrigger clustering.

This task influences only the accuracy of system suggestions.

SAP BW data load For IC analytics statistics data

Transport scripts Scripts created in the interactive script editor require manual transport with transaction SE09.

As required

4.5.2.2 Software Agent Framework

Required Manual Periodic Tasks

Task or Transaction

Description Recommended Frequency

Compilation If delta compilation is set for the system, the manual task is not required.

This task does not influence system availability, but does influence data availability.

Clustering If there is high data input for knowledge bases, this task should be performed more frequently. If there is no new data for each knowledge base, there is no need to retrigger clustering.

This task influences only the accuracy of system suggestions.


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4.5.2.3 Top n Product Lists (Marketing – Product Proposal) Manual scheduled tasks can be used to select products for top n product lists.



CRM_MKT_TOPN_PROD_SELECTION_BW Arbitrary

4.5.2.4 Service Contract and Entitlement Management



Check batch job for periodic action processing (ppf-report RSPPFPROCESS)

ppf-report is used to monitor SLA parameters in service transactions

Depends on SLA configuration (daily)

Check Message Status for E-Mails sent (T-Code SCOT)

SLA Monitoring is using E-Mail channel by default

Depends on SLA configuration (daily)

4.5.2.5 Planned Services



Check batch job for periodic action processing (ppf-report RSPPFPROCESS)

ppf-report is used to generate service transactions periodically out of service plans

Depends on service plan configuration (weekly)

4.6 Logon and Load Balancing mySAP CRM uses the standard functionality of NetWeaver for logon and load balancing. For further information, see the Technical Operations Manual for SAP NetWeaver in the SAP Library under SAP NetWeaver.

Further Logon and Load Balancing Tools


Web Dispatcher

A web dispatcher can distribute the load to several J2EE Engines.

At least two J2EE Engines where the web applications are deployed and configured equally.

XCM Admin

You have to configure the component JCO of your web application configuration. There you can decide if you use a direct connection to one CRM Server, or if you connect to a SAP Gateway that can distribute the load to several CRM Server / ERP installations.

SAP Gateway


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Web Browser

Because the XCM Admin is a web application, you require a web browser to access it. Your customers will also log on to your web shops by using a web browser.

4.7 User Management mySAP CRM uses the standard functionality of NetWeaver for the user management. For further information see the Technical Operations Manual for SAP NetWeaver in the SAP Library under SAP NetWeaver.

Further User Management Tools


CRM or ECC / ERP Server transactions SU01 and SU05

You must maintain the users required by your customers to log on to the web shops. In B2C, customers create their own users (maintainable in transaction SU01 or SU05 depending on your configuration). For B2B, you first have to create SU01 Users that your customers can log on.

Refer to the Solution Manager to get more details about user administration.

Internet Sales User Admin

The Internet Sales User Admin is a web application that allows you to maintain users in your CRM Server. Refer to the Solution Manager to get more details about the user administration.

Deployed and configured web application on a J2EE Engine.

SAP Web AS Java 6.40 Administator

You must maintain the users required to access the persuserinterface component in the J2EE Engine.

Refer to the Solution Manager to get more details about user administration.

Transaction PPOCW

Create organization and staffing

Transaction PPOMW

Change organization and staffing

User maintenance(transaction SU01)

SAP Web AS user management


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Profile generator (transaction PFCG)

Create roles and assign authorizations to users in ABAP-based systems

J2EE user management Mainly for defining users in running CRM applications in SAP Enterprise Portal

AMT Authorization Management Tool

You are working with any of the mySAP CRM Field Applications

SMO_AUTH_TRANSPORT_40 Transport Authorization

relevant setting across the system landscape (DEV -> QTEST -> PROD)

Mobile Laptop Applications The users for Mobile Laptop Applications are created in the Admin Console. (SMOEAC). The users are then mapped to an employee (defined in CRM downloaded to CDB)


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User

User Detailed Description Single Sign-On

SU01 User You require a user with the privileges to administrate users. Use this user to log on to the Internet Sales User Admin and to the CRM System.

No

Anonymous backend user in CRM

Internet Sales requires a user in the backend to get some data from the backend, which should be displayed before the customer had logged on (e.g. in the B2C - Scenario.

This user has to be of the type ‘Service’ the roles 'SAP_CRM_ISA_ITSLOGIN' and ‘SAP_CRM_ISA_WEBSHOP_MANAGER’ have to be assigned to this user.

Note: This user has to be configured with the XCM in the component JCO.

No

Anonymous backend user in ECC / ERP using B2B with SU01 based login type (recommended)

The anonymous user needs the appropriate permissions for following authorization objects in the ERP system:

C_TCLS_BER, C_TCLA_BKA, C_TCLS_MNT, F_KNA1_GEN, S_RFC, V_VBAK_AAT, V_VBAK_VKO, V_VBRK_FKA, V_VBRK_VKO.

The first three ones are only relevant if you want to use IPC configuration. Please note that since the sales documents are created with the user that actually logs in (and not for the anonymous one), authorization objects V_VBAK_VKO and V_VBAK_AAT have to allow the data display only.

No


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Anonymous backend user in ECC / ERP using B2B with SU05 based login type

This user needs the appropriate permissions for following authorization objects in the ERP system:

C_TCLS_BER, C_TCLA_BKA, C_TCLS_MNT, F_KNA1_GEN, S_RFC, V_VBAK_AAT, V_VBAK_VKO, V_VBRK_FKA, V_VBRK_VKO.

The first three ones are only relevant if you want to use IPC configuration. Please note that since all sales documents are technically created for this user, authorization objects V_VBAK_VKO and V_VBAK_AAT must allow the creation of data.

No

Anonymous backend user in ECC / ERP using B2C

This user needs the appropriate permissions for following authorization objects in the ERP system:

C_TCLS_BER, C_TCLA_BKA, C_TCLS_MNT, F_KNA1_APP, F_KNA1_BUK, F_KNA1_GEN, S_RFC, V_KNA1_VKO, V_VBAK_AAT, V_VBAK_VKO, V_VBRK_FKA, V_VBRK_VKO.

The first three ones are only relevant if you want to use IPC configuration. Please note that since all sales documents are technically created for this user, authorization objects V_VBAK_VKO and V_VBAK_AAT must allow the creation of data.

The values for objects F_KNA1_APP, F_KNA1_BUK and V_KNA1_VKO that are relevant for B2C registration must also allow the creation of data.

No

Customer SU01 user Of course every SU01 user that enters the ISA B2B application must be allowed to create sales documents (i.e. has to have the 'create' permission for V_VBAK_VKO and V_VBAK_AAT).

No


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Customer Users If you want to copy your CRM system, ensure that the users of your customers are copied too.

No

‘isaadmin’ user You need a user in the Web Application which is assigned to the user role ‘isaadmin’. This user is required to access the admin areas of the different web applications.

No

Anonymous service user for stateless connection with SU01

SU01 user for establishing stateless connection between ERP or CRM and SVE system. Handles background tasks such as auction winner determination.

CRM delivered role: SAP_CRM_ECO_TU_SVE

ERP delivered role: SAP_ECO_TU_SVE

No

SVE administrator with SU01 dialog user type

Administers auction seller accounts, such as:

• Setting validity dates for sellers

• Binding eBay users with ERP or CRM system

• Scheduling tasks that communicate with eBay

• Maintaining themes and other standard settings

CRM delivered role: SAP_CRM_ECO_SVE_WU_ADMIN

ERP delivered role: SAP_ECO_SVE_WU_ADMIN

No

SVE seller with SU01 dialog user type

Creates and posts auctions on eBay

CRM delivered role: SAP_CRM_ECO_SVE_WU_SELLER

ERP delivered role: SAP_ECO_SVE_WU_SELLER

No


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Seller user in eBay Seller must be created in the external (non-SAP) eBay system. Auctions published on eBay are associated with this seller user ID. The eBay seller ID is mapped to the seller in the ERP or CRM system through the eBay admin. UI.

No

4.8 Printing mySAP CRM uses the standard functionality of NetWeaver for printing. For further information, see the Technical Operations Manual for SAP NetWeaver in the SAP Library under SAP NetWeaver.

5 High Availability

5.1 E-Commerce and Channel Management One single point of failure is the SAP Web AS Java. It is possible that it will crash or stop.

It is possible to distribute the load to several servers by using a web dispatcher (see chapter 4.6 Logon and Load Balancing).

If a customer is using your web shop when the Web AS crashes, he’ll get an error message after he send a new request to the Web AS. The Lean Basket Backend allows to make recovery backups of a shopping basket, your customer created. Every time your customers send a new request (for example, when adding a product to the basket), the actual basket is stored. When the shop is available again, customers can access their old shopping baskets and they do not have to add all products from scratch again.

If the backend (CRM Server or ECC) is not available, your customers are not able to log on to the web shop.

If a customer is logged on when the connection to the CRM Server / ECC is cut off, he‘ll get an error when a new request is sent to the CRM / ECC.

It is possible to configure Internet Sales Web Applications that a SAP Gateway is used to connect to the Backend (see chapter 4.6 Logon and Load Balancing).

If the IPC (optional for ISA ERP Edition) is not available, your customers are not able to configure products. No prices will be displayed either. This depends on your settings. If you have configured to take list prices, the prices will be shown in the catalog, but they will not be shown in the basket.

If you’re running ISA (ERP edition) without IPC, the prices will be shown regularly.

If you have configured to take prices from the IPC, no prices will be shown in the catalog.

It is possible to connect several IPC servers through one dispatcher.

If the TREX crashes the Shop will not be reachable, because there won’t be any product information. It is possible to connect to several TREX Servers through using a SAP Gateway.

There are some tests to check availability of all configured components. You can use the link http://<host>:<port>/<application>/admin/highav/init.do?scenario.xcml=<APP-CONFIG> to check the availability of all required components.

<host> name of the machine, the J2EE Engine is installed


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<port> http port of the J2EE Engine

<application> the application you want to check (for example, b2b or b2c)

<APP-CONFIG> name of the application configuration, which should be tested.

For all available components, a green field in the returned table will be displayed. Components that are not available will be shown in a red field.

If a component does not respond in 10 seconds, the field becomes yellow and it will contain a timeout message.

If all components are available, the http result is SC_OK (200).

If one component is not available, the http result is SC_NOT_FOUND (404).

If you want to check the catalogue search server, you need to add the request parameter shop id to the URL.

5.2 Interaction Center The connection to third-party CTI vendors is via XML/SOAP. High availability and failover concepts for this component have to be discussed with the corresponding CTI vendor. Depending on the capabilities of the third-party product, the CTI component might be a single point of failure (SPOF).

6 Software Change Management Software Change Management standardizes and automates software distribution, maintenance, and testing procedures for complex software landscapes and multiple software development platforms. These functions support your project teams, development teams, and application support teams.

The goal of software change management is to establish consistent, solution-wide change management that allows for specific maintenance procedures, global rollouts (including localizations), and open integration with third-party products.

This section provides additional information about the most important software components.

The following topics are covered:

• Transport and Change Management - Enables and secures the distribution of software changes from the development environment to the quality assurance and productive environment.

• Development Request and Development Release Management – Enables customer-specific maintenance procedures and open integration with third-party products.

• Template Management – Enables and secures the rollout of global templates, including localizations

• Quality and Test Management - Reduces the time, costs, and risks associated with software changes.

• Support Packages and SAP Notes Implementation – Provides standardized software distribution and maintenance procedures.

• Release and Upgrade Management – Reduces the time, costs, and risks associated with upgrades.


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6.1 Transport and Change Management For transport and change management issues, the procedures of SAP Netweaver apply. See the Technical Operations Manual for SAP NetWeaver in the SAP Library under SAP NetWeaver. E-Commerce and Channel Management

From mySAP CRM 5.0 onwards, it is possible to transport the XCM application configuration to another server or application on the same server.

Interaction Center (WinClient)

All IC WinClient components are fully compliant to SAP standard transport and change management features with the exception of interactive scripting. Interactive scripts can be transported using transaction CRMM_TM_TRANS.

6.2 Development Requests and Development Release Management

The standard procedures of SAP Netweaver apply. See the Technical Operations Manual for SAP NetWeaver in the SAP Library under SAP NetWeaver. E-Commerce and Channel Management

In mySAP CRM 5.0, the SAP NetWeaver ‘04s Java Development Infrastructure (JDI) is used for customer modifications. The NW Developer Studio is used as Integrated Development Environment (IDE), which connects to the Design Time Repository (DTR) that serves as change management system. When you want to upgrade a modified Java component, conflicts are shown in the Developer Studio. For more information please refer to the Internet Sales 5.0 Development and Extension Guide, which is available on the SAP Service Marketplace.

Business Package for SAP CRM 5.0

Because the Business Package for SAP CRM 5.0 concerns portal content, the same procedure for development release management applies as for SAP NetWeaver 2004s. For more information, see the SAP Library under help.sap.com → Documentation → SAP NetWeaver → SAP NetWeaver → People Integration → Portal → Administration Guide → Content Administration → Business Package Administration → Business Package Life-Cycle.

6.3 Template Management You can deploy Customizing settings by using Business Configuration Sets (BC sets). You can find further information about BC sets in the SAP Library under http://help.sap.com → Netweaver 04 (select language) → Solution Life Cycle Management → Customizing → Business Configuration Sets.

6.4 Support Packages and SAP Notes Implementation To get an overview, which Support Packages are available and which releases and support packages of the used components should be installed, please refer to the SAP Service Marketplace quick link sp-stacks (http://service.sap.com/sp-stacks -> SAP CRM 5.0). The SP stacks give you an overview of the versions of the different components that are required for each support pack.

6.5 Release and Upgrade Management An overview of the required components and their releases can be found under the SAP Service Marketplace quick link sp-stacks (http://service.sap.com/sp-stacks).


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7 Troubleshooting

7.1 CRM Middleware The main task of a CRM system administrator is to ensure the data consistency and the stable data synchronization in the whole CRM landscape. In case of an incorrect usage of the monitoring tools (BDoc messages in error state remain unprocessed for a long time or queue entries are deleted manually) it is very important to rebuild the system consistency. The following table lists the main tools that support the administrator (with the tight cooperation of the CRM project team):

Troubleshooting activities Tool Monitoring frequency periods and events


Note 531217 contains the different features of the tool (DIMA) according to the different CRM applications

SDIMA In case of general data inconsistencies

BDoc Message Recovery

Note 856439 contains the different features of the tool according to the functionalities provided by the CRM applications. This tool integrated the analysis of BDoc messages and the use of the different synchronization tools (DIMA, Request mechanism, post current state)

SMWRC In case of many ‘old’ BDoc messages in error state in the system

Mobile Client Recovery / Extract

For Field Applications only.

If the outbound queue of a Mobile Client is deleted (which should never happen in a production environment!), it is possible to run a full extract (from the Administration Console) and to synchronize the data again.

In case of severe hardware or software problems and the laptop has to be replaced, it is recommended to use the Mobile Client recovery tool.

SMOEAC -> Extract

Mobile Client Recovery tool

In case of problems with the Mobile Client


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7.2 Mobile Laptop Solution – Export Import Manager 7.2.1.1 Overview This function enables you to export customized metadata from a source system to a file, and then import the metadata from this file to a target system. You can use Export-Import in the following scenarios:

• When an SAP consultant designs reports or document layouts on a PC and needs to upload this data to the customer’s system.

• When a customer makes developmental changes and needs to update these changes across the test and production environments.

• When SAP needs to deliver customized metadata to the customer or to create, modify, and ship this metadata.

SAP delivers customized metadata and demo data, as a database, to the customer with the mobile client applications. This database is known as prefill and advanced prefill. Export-Import simplifies the collection and shipment process of these databases.

The prefill database consists of choice fields, application parameters, password parameters, inbox UI mappings, relationship categories, and demo data. The advanced prefill database consists of reports, charts, business content providers, advanced selections, advanced selection criteria, document layouts and their elements, contact person types, business hours, sales transaction customization entries, and field property maintenance entries.

7.2.1.2 Common Problems & Solutions

7.2.1.2.1 Error message: Not able to Import from CAR file

Symptom: On Selecting a CAR file for Import the either the fetching of entries fails or data is not inserted into the database.

Cause: The CAR file might have been prepared using an earlier release of Mobile Sales Application.

Solution: You must have the same version of the mobile client application on both the source system and the target system.

7.2.1.2.2 Error message: Not able to Import from CAR file

Symptom: On Selecting a CAR file for Import the either the fetching of entries fails or data is not inserted into the database.

Cause: The CAR file might have been renamed.

Solution: You have to rename the CAR file with the name with which it was created originally.

7.3 E-Commerce and Channel Management The mySAP CRM 5.0 Java Components strongly depend to the SAP NetWeaver 2004s – Web Application Server Java. That’s the reason why you should also check the trouble shooting section of this component.

The B2B and B2C web applications of Internet Sales provide High Availability tests, which test if the required components are available. You can start the High Availability test by accessing http://<HOST>:<PORT>/<APP-NAME>/admin/highav/init.do?scenario.xcm=<APP_CONF_NAME>, where <HOST> is the host the application is running on, <APP-NAME> is the name of deployed


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application (e.g. ‘b2b’), and <APP_CONF_NAME> is the name of the XCM application configuration, which should be tested.

If you don’t pass the parameter “scenario.xcm”, the default application configuration will be used for the test.

7.4 Interaction Center (WebClient) 7.4.1 E-Mail There are two different technical ways of handling e-mail in the IC WebClient: Agent inbox and Integrated Communication Interface (ICI)/Business Communication Broker (BCB).

To use the agent inbox:

• Go to Customizing for the Interaction Center WebClient and choose Basic Functions -> Communication Channels -> Define E-Mail Profiles. Enter the profile ID and choose INBOX as the e-mail provider.

• Configure the agent inbox in Customizing for the Interaction Center WebClient -> Agent Inbox.

• Make sure that SAPconnect and SAPoffice are set up correctly.

To use ICI/BCB, go to Customizing for the Interaction Center WebClient and choose Basic Functions -> Communication Channels -> Define E-Mail Profiles. Enter the profile ID and choose ICI as the e-mail provider. To trouble-shoot the ICI, see Monitoring above.

7.4.2 Simplified ABAP Messaging (SAM) The following SAP Note may be helpful for troubleshooting:

828884 Demo to Check if Simple ABAP Messaging (SAM) Is Working

7.4.3 Alerts The following SAP Note may be helpful for troubleshooting:

763777 Alert and Interactive Script Based on CAD Information

7.4.4 SAPphone In the SAP Help Portal, see SAPphone Server.

7.4.5 Scripts The following SAP Note may be helpful for troubleshooting:

637247 0CRM_CIC_SCRIPT Does Not Support Full Update Mode


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8 Industry-specific Scenarios In the following the scenario-specific details for industry scenarios are described. Only scenario-specific information that is not covered by the CRM cross-industry has been taken into account.

8.1 Utilities In the following the monitoring tools of the Service Industry Extension business scenarios are described.

8.1.1 Scenario Alert Monitoring In addition to the required monitoring of each component, some additional monitoring objects are designed to monitor cross-component communications and other scenario-specific critical situations.

8.1.1.1 Service Processes for Utilities CRM Middleware Queues

For the following objects CRM Middleware queues are relevant for this scenario:

Business Partner, Business Agreement, Contact.

Details are described in the unit below (Sales Management for Residential Customers (Utilities)).

8.1.1.2 Sales Management for Commercial and Industrial Customers CRM Middleware Queues


Business Partner, Business Agreement, Contact, Connection Object, Point of Delivery, Contract.

Details are described in the unit below (Sales Management for Residential Customers (Utilities)).

8.1.1.3 Sales Management for Residential Customers CRM Middleware Queues

The following CRM Middleware queues are relevant for this scenario.

The naming convention of the queue is as follows:

<System-ID><Mode>_<object-id><extension>

System-ID: R3 represents backend system R/3, CS represents CRM.

Mode: AD represents delta download, AI initial load, AR request.

Extension:

- In case of delta download the extension represents the object key,

- in case of initial load the extension is optionally a 2 digit number and

- in case of request the extension is a sequence of request name and optionally a 2 digit number (format <name><xx>).

The 2 digit number is generated in case of parallel queue processing.

Object Queue ID Naming Convention

Purpose Comment


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for key

Business Partner (BUPA_MAIN)

R3AD_BUPA<key> (for delta download) R3AI_BUPA<xx> (for initial download) R3AR_<name><xx> (for request)

<key> represents the business partner key.

Transport Business Partner objects from backend (R/3) to CRM

Business Agreement (BUAG_MAIN)

R3AD_BUPA<key> (for delta download) R3AI_BUPA<xx> (for initial download) R3AR_<name><xx> (for request)


Transport Contract Account objects from backend (R/3) to CRM

The queue is the same as for business partner replication.

Contact (SI_BCONTACT)

R3AD_BUPA<key> (for delta download) R3AI_SI_BCONTACT<xx> (for initial download) R3AR_<name><xx> (for request)


Transport contact objects from backend (R/3) to CRM

The delta-queue is the same as for business partner replication. However, contacts are replicated only from R/3 to CRM, not vice versa.

Connection Object (SI_CONNOBJ)

R3AD_CONNOBJ<key> (for delta download) R3AI_SI_CONNOBJ<xx> (for initial download) R3AR_<name><xx> (for request)

<key> represents the IS-U key (TPLNR) of the connection object

Transport connection objects from IS-U (R/3) to CRM

Point of Delivery (SI_POD)

R3AD_CONNOBJ<key> (for delta download) R3AI_SI_CONNOBJ<xx> (for initial download) R3AR_<name><xx> (for Request)

<key> represents the IS-U key (TPLNR) of the connection object

Transport PoDs from IS-U (R/3) to CRM

The key of the PoD (INT_UI) is just a guid. To know which object is meant it is better to use the ID of the leading connection object.

Contract (SI_CONTRACT)

R3AD_BUPA<key> (for delta download) R3AI_SI_CONTRACT<xx> (for initial download) R3AR_<name><xx> (for Request)


Transport ISU-Contract objects from backend (R/3) to CRM

The delta-queue is the same as for business partner replication, but may switch to the R3AD_CONNO


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BJ<key> queue. If there exists a queue for the needed connection object.

8.1.1.4 Campaign Management for Utilities CRM Middleware Queues



Details are described in the unit above (Sales Management for Residential Customers (Utilities)).

8.1.2 Scenario-Specific Problem Analysis Tools 8.1.2.1 Service Processes for Utilities


Data Integrity Manager (DIMa)

Transaction SDIMA.

Compare master data between IS-U and CRM.

You can find details on DIMa objects and their features below. The Data Integrity Manager (DIMa) checks the consistency of data in R/3 and CRM for the objects named below. A header comparison checks whether the objects exist in both systems. A detail comparison compares the objects at field level. In general header compare is not included in the detail compare. If the DIMa does not support a filter, or the filter is not used, then all records are compared. This must be considered during resource planning for the DIMa run. You should not execute a second comparison within a DIMa instance without saving in the meantime. It is particularly important not to execute a header comparison and then a detail comparison without saving between the two comparisons. See the documentation for the DIMa wizard.

DIMa Object Name Technical Object Name Supported Comparisons

DIMa Filter

Possible?


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Business Partner PARTNER Header Comparison

Yes

Business Agreement BUAG_MAIN Header Comparison Detail Comparison

No

IS-U Contact SI_CONTACTS Header Comparison Detail Comparison

No

DIMa Object Name Features

IS-U Contact The header comparison for the IS-U contact only takes place in one direction. This is because the CRM middleware does not support an upload. The comparison checks which objects exist in both systems, and which objects only exist in the IS-U system. The header compare is included in the detail compare.

8.1.2.2 Sales Management for Commercial and Industrial Customers



Transaction SDIMA.

Compares master data between IS-U and CRM.

See the unit above (Service Processes for Utilities (Utilities)) for descriptions of the DIMa analysis tool.

You can find details of further DIMa objects and their features below.

Report ECRM_CHECK_EVERH

Like the DIMa, this report checks the consistency of data in IS-U and CRM for the utility contract object. As well as a header comparison, you can also check the move-in date and move-out date fields.

Error Processing: IS-U/CRM Replication

The IS-U Error Monitor (transaction ECRMREPL) is used to manage incorrect replications of CRM utility contracts in an IS-U system.

Enhanced Message Management in IS-U

Extraction of billing data from IS-U to BW: Billing document data can be extracted from IS-U to BW in parallel using transaction EBW_DQ_SS. Unbilled revenue data can be extracted from IS-U to BW in parallel using transaction EAMS01. These jobs are monitored using transaction EMMA in IS-U.

DIMa Object Name Technical Object Name Supported Comparison

DIMa Filter Possible?


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IS-U Contract SI_CONTRACT Header Comparison

No

IS-U Connection Object SI_CONNOBJ Header Comparison

Yes

IS-U Point of Delivery SI_POD Header Comparison

Yes

DIMa Object Name Features

IS-U Contract Contract items in CRM are compared with utility contracts in IS-U. Upload from CRM to IS-U after comparison is not possible.

IS-U Connection Object and IS-U Point of Delivery

For objects that exist in IS-U but not in CRM, the field HAUS is displayed in the result list instead of the field CRM_GUID. This is because a subsequent load can, in this case, only be started using the HAUS field.

8.1.2.3 Sales Management for Residential Customers



s. Scenario Sales Management for Commercial and Industrial Customers (Utilities)

Report ECRM_CHECK_EVERH


Error Processing: IS-U/CRM Replication


8.1.2.4 Campaign Management for Utilities



s. Scenario Service Processes for Utilities (Utilities)

Application Log Monitor in IS-U

Open channel “Bill supplement”: The print action records for the business partners included in a campaign of channel “Bill supplement” are created periodically in IS-U by means of report ECRMMKT_CREATE_PARS. The results of running this report are monitored by displaying the application logs for application log object IUMABILL (transaction SLG1).


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Analysis Process Designer in BW

Marketing for individual objects: Results of BW analysis are downloaded to ADS (Analytical Data Storage) in CRM using transaction RSANWB (Analysis Process Designer) in BW. The logs of the download can be viewed within that transaction.

8.1.3 Troubleshooting 8.1.3.1 Scenario: Service Processes for Utilities It is possible to search business partners by a combination of name and premise address in IS-U if one of the following 2 customizing parameters is switched on in IS-U:

• Parameter: Adjust standard address of move-in customer (s. IMG-path: SAP Utilities -> Customer Service -> Process Execution -> Move-In/Out -> Move-In -> Define Move-In Control Parameters at Document Level). If this parameter is switched on the search is possible using the business partner address fields.

• Parameter: Search index: Search for business partner by premise address (s. IMG-path: SAP Utilities -> Basic Settings/Enterprise Structure -> Define System Parameters for IS-U). If this parameter is switched on the search is possible using the premise/connection object address fields.

If only the first parameter is switched on and the search performance is not satisfying the second parameter should be switched on, too.


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8.2 Media 8.2.1 Scenario specific problem analysis tools 8.2.1.1 Intellectual Property Management Data Archiving Monitors

The archiving objects are.

CRM_IPMCON CRM License Usage Confirmation

CRM_IPMPUC CRM Purchasing License Contract

CRM_IPMSAC CRM Sales License Contract

BEA_IPMI Archiving Billing Engine Application IPMI

BEA_IPMO Archiving Billing Engine Application IPMO

Other scenario specific problem analysis tools



Transaction SDIMA




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Header Compare

Detail Compare

Filters Possible

Remark

IPM_BEA_ACECNF ERP: IPM Accrual Engine

X X X Revenue Recognition feeds Outgoing Royalties Datacollector

IPM_BEA_FIPAYM FI ERP: IS-M payment data

X X X Payments feed Outgoing Royalties Datacollector

IPM_BEA_PRDSLS ERP: product sales

X X X SD product sales feed Outgoing Royalties Datacollector

IPM_CONTR_ACE ERP: IPM Accrual Engine

X X IPM-Contract Accrual

Engine


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8.2.2 Periodical tasks 8.2.2.1 Intellectual Property Management Standard/Housekeeping Jobs

Program name / Task Recommended frequency

Detailed description

Status analysis for CRM business transactions

Daily Report CRM_ORDER_CHECK_STATUS performs subsequent processing of documents that contain errors according to the system status. Example: Error during the update to COPA. It runs in the background. Use transaction sm36 to plan batch jobs, and transaction sm37 to get an overview of planned batch jobs.

Post-edit settlement data collector

Daily Report /BEA/IPMO21 performs subsequent update if the acquisition contract was locked during contract determination. It runs in the background. Use transaction sm36 to plan batch jobs, and transaction sm37 to get an overview of planned batch jobs.

8.3 Account Origination The financial services business scenario “account origination” is a new application for an integrated customer-oriented software solution, linking the front office (mySAP CRM) to the back office (bank or insurance core processing applications). Out of the variety of processing flows in the financial services industry, the most prominent and most requested scenario, “loan origination”, was chosen to be realized first. “Loan origination” is the phase that starts with a customer applying for a loan that is provided by a financial institute, and ends when the contract is signed by both parties. The scenario includes analysis of customer data and requirements, calculation and creation of customer specific offers, underwriting, risk assessment and validation, as well as parts of the closing and funding process.

8.3.1 Related Documentation The following table lists where you can find more information about the technical system landscape of the scenario Account Origination:

Topic Guide/ Tool Quick Link to SAP Service Marketplace (service.sap.com)

Technology components Master Guide instguides > Industry Solutions > Industry Solution Master Guides > SAP for Banking


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Security Security Guide securityguide > Security > Security in Detail > SAP Security Guides > SAP Customer Relationship Management (CRM) Security Guides

SAP Exchange Infrastructure SAP Exchange Infrastructure Security Guides

securityguide



8.3.2 CRM specific qRFC Monitors CRM queue groups Description

Outbound queues

CSA*

Send queues of CRM Server Applications: Document replikation to CML, CMS via BDocs

XBQS*,XBTS Document replikation to CML, CMS via XIF Adapter

Business Partner distribution via Proxy

Inbound queues

XBQR*, XBTR* Document replikation to CML, CMS via XIF Adapter


8.3.3 CRM Server Analysis Tools qRFC Outbound Queue Monitor:

CRM Server Central Monitoring

Activities / Functions


Used in FS AO for monitoring of


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qRFC Outbound Queue Monitor:

• Monitors data transfer between the

ERP backend and the CRM Server

SMQ1

Document replication to CML, CMS via BDocs




ERP Backend system and the CRM

Server

SMQ2



Integration Engine - Monitoring SXMB_MONI Document replication to CML, CMS via XIF Adapter


BDoc Messages/Summary

• Monitors the status of the BDoc

messages and detects the application

or customizing errors during data

exchange.

• SMW01: Displays BDoc message

content and possible validation or

receiver errors

• SMW02: Displays BDoc message

summary in dependency on the

sender site ID

• SMW02a: Groups BDoc messages

according to validation or receiver

errors

• SMW03: Displays client-independent

BDoc message summary

SMW01 / SMW02 /

SMW02A / SMW03


8.3.4 ERP Backend System Analysis Tools

CRM Server Central Monitoring

Activities / Functions


Used in FS AO for monitoring of


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ERP Backend system and the CRM

Server

SMQ2

Incoming Request to Collateral Management System

System Application log SLG1 Application Monitoring for Objects type FVVD_LOS in SAP-CML.

Integration Engine - Monitoring SXMB_MONI Document replication and Business Partner distribution in the XI System, to the ERP-Systems

8.3.5 Archiving FS Product

Using archiving you can store product master data that is no longer required and subsequently delete if physically from the database. The SAP Product Archiving Environment is completely controlled by status and is connected to the SAP Archive Information System. The archiving object for SAP Product is called PRODUCT_MD. A product can be selected for archiving directly from product maintenance (transaction COMMPR01) by setting the status To Be Archived. You can find the archiving administration in transaction SARA.

For more information, see Archiving the SAP Product

Business Partner

Using archiving you can store business partner data that is no longer required and subsequently delete it physically from the database. The archiving object for business partners is CA_BUPA.

For more information, see Archiving Business Partners

FS Offer

Using archiving you can store no more relevant business transactions including FS Offers in archives and subsequently delete them physically from the database. The archiving object for FS Offers is CRM_SALDOC.

Opportunity

Using archiving you can store opportunity data that is no longer required and subsequently delete it physically from the database. The archiving object for opportunities is CRM_OPPT.


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8.3.6 Support Packages and SAP Notes Implementation

SAP Note Number: 872595

Title: CRM-IFS

Description: Additional information about SAP notes contained in support patch 02, and about FS-AO-specific SAP notes and standard CRM 5.0 SAP notes that have to be implemented on top of CRM 5.0 FS Account Origination with SP level 01

SAP Note Number: 891143

Title: CRM-IFS

Description: Additional information about SAP notes contained in support patch 03, and about FS-AO-specific SAP notes and standard CRM 5.0 SAP Notes that have to be implemented on top of CRM 5.0 FS Account Origination with SP level 01/02

Reading the SAP installation note mentioned below is mandatory before starting the installation. These SAP note contains the most recent information on the installation as well as corrections to the installation documentation of the scenario Account Origination.

8.4 Public Sector 8.4.1 Service Processes for Grantor Management CRM Middleware Queues For the following objects, CRM Middleware queues are relevant for this scenario:


Inbound queues can be monitored with transaction SMQR and outbound queue can be monitored with transaction SMQ1.

Object Queue ID Naming Convention for Key

Purpose Comment

Grantor Program

(CRM_GPM_NODE)

CSAGPMGPM

No key convention. Fixed name.

CRM MW inbound queue (before outbound)

Messaging BDoc CRM_GPM_NODE filled by the Grantor Program Management

Grantor Program

(CRM_GPM_NODE)

R3AUGPMGPM


CRM MW outbound queue

Function module

CRM_GPM_

PSM_OUTBOUND reads CSAGPMGPM queue and fills


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R3AUGPMGPM

Grantor Program

(CRM_GPM_NODE)

R3AD_CRM_GPM_NODE


CRM MW inbound queue (ERP answer)

Answers back from ERP proxy function module

GTR_CRM_

GPM_NODE_PSM_

PROXY

Grantor Application

<key>

Grantor Agreement

<key>

CSA_ORDER_<key>

<key> is the object id, for example 4000000879 for an application and 0006000310 for an agreement

Inbound queue before outbound adapter

Grantor Application

<key>

Grantor Agreement

<key>

R3AUORDER_<key>

<key> is the object id, for example 4000000879 for an application and 0006000310 for an agreement

Outbound queue after outbound adapter

Grantor Application

(updated)

Grantor Agreement

(updated)

R3AD_GRM_DOCUMENT

Inbound queue before inbound adapter


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8.4.2 Grantor Program Middleware queues and ERP integration overview


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9 Appendix B

9.1 Related Guides You can find more information about installation and configuration in the Master Guide and in the Master Upgrade Guide (service.sap.com/crm-inst).

9.2 Related Information The following table contains references to information relating to specific technical components.

For more information about mySAP CRM, access the SAP Library from any of the following: SAP Help Portal at help.sap.com → Documentation → mySAP Business Suite → mySAP Customer Relationship Management.

Function Documentation in the SAP Help Portal (http://help.sap.com)

SAP WebAS 7.0 Administration of SAP NetWeaver Systems

Software Agent Framework (SAF) mySAP Business Suite → SAP Customer Relationship Mgmt.→ Interaction Center → Customer Service → Information Help Desk → Solution Assistance → Basic Functions → Software Agent Framework

Broadcast messaging mySAP Business Suite → SAP Customer Relationship Mgmt.→ Interaction Center → Customer Service → Information Help Desk →Agent Guidance → Alerts and Messages

SAP Search and Classification (TREX) Software Agent Framework (SAF) installation guide: service.sap.com/crm-inst

Integrated Communication Interface SAP ERP and ERP Enterprise → <SAP ERP Enterprise Release> → <relevant language> → SAP NetWeaver Components → SAP Web Application Server → Basis Services/Communication Interfaces → Communication Interfaces →Integrated Communication Interface

Internet Pricing and Configurator (IPC) http://help.sap.com/sapdocu/crossind/crm/crm40/helpdata/EN/b6/d7bc3959d39c39e10000000a114084/frameset.htm

Business Transaction mySAP Business Suite → SAP Customer Relationship Mgmt. → Interaction Center → Customer Service → Customer Service and Support with Interaction Center → Service Order Processing → Basic Functions → Business Transaction.

Interactive Script Editor mySAP Business Suite → SAP Customer Relationship Mgmt. → Getting Started with mySAP CRM → Getting Started with the Interaction Center → Interaction Center WebClient → Interactive Scripting → Interactive Script Editor

Case Management mySAP Business Suite → SAP Customer Relationship Mgmt.→ Service → Case Management


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Solution Database (SDB) mySAP Business Suite → SAP Customer Relationship Mgmt →Application Services → Master Data → Solution Database

Product mySAP Business Suite → SAP Customer Relationship Mgmt.→ Application Services → Product

SAPphone SAP ERP and ERP Enterprise → <SAP ERP Enterprise Release> → <relevant language> → SAP NetWeaver Components → SAP Web Application Server → Basis Services/Communication Interfaces → Communication Interfaces → SAPphone (BC-SRV-COM)

Business Workplace SAP ERP and ERP Enterprise → <SAP ERP Enterprise Release> → <relevant language> → SAP NetWeaver Components → SAP Web Application Server → Basis Services/Communication Interfaces → Business Workplace and Services → Business Workplace (BC-SRV-GBT)

SAP Business Information Warehouse (SAP BW)

SAP NetWeaver → SAP Business Information Warehouse → <relevant language and release> → Business Information Warehouse → BI Content → Customer Relationship Management → Interaction Center

Business Partner mySAP Business Suite → SAP Customer Relationship Mgmt.→ Application Services → Business Partner

Campaign Management mySAP Business Suite → SAP Customer Relationship Mgmt.→ Marketing → Campaign Management

SAP GROUPWARE CONNECTOR Administration guide:

Service Marketplace: mySAP CRM -> SAP CRM 5.0 -> Installation and Upgrade Guides

SAP Business Connector Service Marketplace (quick link: connectors) SAP Business Connector -> Media Library -> Documentation Page SAP BC

9.3 Templates The following table contains the path leading to templates for monitoring tools for specific functions:

Template SAP Service Marketplace (service.sap.com/crm-inst)

Log file and templates SAP CRM 5.0 → CRM 5.0 Monitoring Downloads