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Installation Guide SAP® CRM 2007, 7.0 and 7.0 EHP1 Client Groupware Integration Component (Release 10.0) Target Audience Consultants Administrators Public Document version 1.0 – 11/10/2010

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Page 1: Client Gwi Installation Guide

Installation Guide

SAP® CRM 2007, 7.0 and 7.0 EHP1 Client Groupware Integration Component (Release 10.0)

Target Audience Consultants Administrators

Public Document version 1.0 – 11/10/2010

Page 2: Client Gwi Installation Guide

© Copyright 2010 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, System i, System i5, System p, System p5, System x, System z, System z10, System z9, z10, z9, iSeries, pSeries, xSeries, zSeries, eServer, z/VM, z/OS, i5/OS, S/390, OS/390, OS/400, AS/400, S/390 Parallel Enterprise Server, PowerVM, Power Architecture, POWER6+, POWER6, POWER5+, POWER5, POWER, OpenPower, PowerPC, BatchPipes, BladeCenter, System Storage, GPFS, HACMP, RETAIN, DB2 Connect, RACF, Redbooks, OS/2, Parallel Sysplex, MVS/ESA, AIX, Intelligent Miner, WebSphere, Netfinity, Tivoli and Informix are trademarks or registered trademarks of IBM Corporation. Linux is the registered trademark of Linus Torvalds in the U.S. and other countries. Adobe, the Adobe logo, Acrobat, PostScript, and Reader are either trademarks or registered trademarks of Adobe Systems Incorporated 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. SAP, R/3, SAP NetWeaver, Duet, PartnerEdge, ByDesign, Clear Enterprise, SAP BusinessObjects Explorer and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and other countries. Business Objects and the Business Objects logo, BusinessObjects, Crystal Reports, Crystal Decisions, Web Intelligence, Xcelsius, and other Business Objects products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP France in the United States and in other countries. All other product and service names mentioned are the trademarks of their respective companies. Data contained in this document serves informational purposes only. National product specifications may vary. These materials are subject to change without notice. These materials are provided by SAP AG and its affiliated companies ("SAP Group") for informational purposes only, without representation or warranty of any kind, and SAP Group shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP Group products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty. Disclaimer Some components of this product are based on Java™. Any code change in these components may cause unpredictable and severe malfunctions and is therefore expressively prohibited, as is any decompilation of these components. Any Java™ Source Code delivered with this product is only to be used by SAP’s Support Services and may not be modified or altered in any way. Documentation in the SAP Service Marketplace You can find this documentation at the following address: http://service.sap.com/instguides

SAP AG Dietmar-Hopp-Allee 16 69190 Walldorf Germany T +49/18 05/34 34 24 F +49/18 05/34 34 20 www.sap.com

Page 3: Client Gwi Installation Guide

Typographic Conventions

Type Style Description

Example Text Words or characters quoted from the screen. These include field names, screen titles, pushbuttons labels, menu names, menu paths, and menu options. Cross-references to other documentation

Example text Emphasized words or phrases in body text, graphic titles, and table titles

EXAMPLE TEXT Technical names of system objects. These include report names, program names, transaction codes, table names, and key concepts of a programming language when they are surrounded by body text, for example, SELECT and INCLUDE.

Example text Output on the screen. This includes file and directory names and their paths, messages, names of variables and parameters, source text, and names of installation, upgrade and database tools.

Example text Exact user entry. These are words or characters that you enter in the system exactly as they appear in the documentation.

<Example text> Variable user entry. Angle brackets indicate that you replace these words and characters with appropriate entries to make entries in the system.

EXAMPLE TEXT Keys on the keyboard, for example, F2 or ENTER.

Icons

Icon Meaning

Caution

Example

Note

Recommendation

Syntax

Additional icons are used in SAP Library documentation to help you identify different types of information at a glance. For more information, see Help on Help General Information Classes and Information Classes for Business Information Warehouse on the first page of any version of SAP Library.

Page 4: Client Gwi Installation Guide

Installation Guide

4 10 2010

Contents 1 Introduction ......................................................................................... 5

1.1 About this Document ............................................................................. 5 2 Preparation .......................................................................................... 6

2.1 ActiveX Settings for Intranet and Internet ............................................ 6 3 Planning ............................................................................................... 7

3.1 Software Prerequisites .......................................................................... 7 4 Installation ........................................................................................... 8 5 Upgrade .............................................................................................. 12 6 Silent Installation & Upgrade ........................................................... 15

Installation .................................................................................................. 15 Upgrade ....................................................................................................... 15 Uninstallation ............................................................................................. 15

7 Additional Information ...................................................................... 16 7.1 Uninstallation........................................................................................ 16 7.2 Important Information .......................................................................... 18

8 Mandatory Post Installation Steps .................................................. 19

Page 5: Client Gwi Installation Guide

1 Introduction

10 2010 5

1 Introduction Client-based groupware integration enables you to synchronize tasks, appointments, and contacts between Microsoft Outlook or IBM Lotus Notes and SAP CRM so that you can access from the groupware client all data that has been created in an SAP CRM application. Data can be transferred in both directions.

1.1 About this Document Purpose This guide outlines the steps for installing the client groupware integration component. This component must be installed locally on a PC to enable synchronization of data. Installation is typically carried out by the business user or IT support. Note the software requirements for installation.

Constraints This guide does not explain how to install the back-end system and the SAP CRM server. It assumes that these are already in place.

Page 6: Client Gwi Installation Guide

2 Preparation

6 10 2010

2 Preparation Before installation, you need to make settings in SAP CRM backend. Refer to the SAP Note 1555348 for the functional documentation and do the necessary CRM Server side settings before you start using the SAP CRM Client Groupware Integration.

2.1 ActiveX Settings for Intranet and Internet Enable the ActiveX settings in Internet explorer to have Client Groupware working. If the CRM Server system is in Intranet zone then do the below mentioned settings in the following path. Open Internet Explorer Tools -> Internet Options -> Security tab -> Local Intranet -> Custom Level button to open the Active X settings If the CRM Server system is in Internet zone then do the below mentioned settings in the following path. Open Internet Explorer Tools -> Internet Options -> Security tab -> Internet -> Custom Level button to open the Active X settings Under ActiveX controls and plug-ins the settings should be:

Automatic prompting for ActiveX controls: Enable Binary and script behaviors: Enable Download signed ActiveX controls: Prompt Download unsigned ActiveX controls: Prompt Initialize and script ActiveX controls not marked safe for scripting: Prompt Run ActiveX controls and plug-ins: Enable Script ActiveX controls marked safe for scripting: Enable

Under Downloads the settings should be: Automatic prompting for file downloads: Enable File Download: Enable

Click Ok to close the window.

You may get a warning that you are changing security settings. Click Yes to close the window. Click OK on the Internet Options. Close all browser windows and re-launch Internet Explorer.

Page 7: Client Gwi Installation Guide

3 Planning

10 2010 7

3 Planning 3.1 Software Prerequisites The software listed below must be installed before you start installation of the Client Groupware Integration.

You require Administrator rights to install Client Groupware Integration tool. You require administrator rights to install the following software:

Lotus Notes Microsoft Office .NET Framework Runtime Visual Studio Tools for Office Runtime (VSTO Runtime) Office Primary Interop Assembly (Office PIA)

If you are not running the setup from the WebClient UI, the setup file must be available on the system as a local copy.

Mail Client Supported

Operating System

Operating System Type

.NET Framework Runtime Version

Visual Studio Tools for Office Runtime Version

Office Primary Interop Assembly Version

Microsoft Office 2003

Windows XP

Windows Vista

Windows 7

32-bit and 64-bit

3.5 and higher

2005 SE Office 2003 PIA

Microsoft Office 2007

Windows XP

Windows Vista

Windows 7

32-bit and 64-bit

3.5 and higher

3.0 Office 2007 PIA

Microsoft Office 2010

Windows XP

Windows Vista

Windows 7

32-bit and 64-bit

4.0 and higher

4.0 Office 2010 PIA

Lotus Notes Windows XP

Windows Vista

Windows 7

32-bit and 64-bit

3.5 Not Required Not Required

Page 8: Client Gwi Installation Guide

4 Installation

8 10 2010

4 Installation Download the latest setup for SAP CRM Client Groupware Integration from the link mentioned in the SAP Note. Follow the below mentioned steps to start the installation process. SAP Note 1563898: Setup for 10 Series Client based Groupware Integration Refer to the following SAP Notes for the Client Groupware Integration Corrections: SAP Note 1508007: Client GWI 10 series for CRM 7.0 version SAP Note 1540852: Client GWI 10 series for CRM 2007 version SAP Note 1550084: Client GWI 10 series for CRM 7.0 EHP1 version

Process Flow 1. On the WebClient UI Home page, click Personalize in the header area. In the

Groupware Integration context area, click on Install Synchronization Software. 2. Select the default mail client, language configuration, and destination folder for the

installation, as shown below. o User “SHOULD NOT“ go ahead and change the language, either during the

installation of groupware or from the edit synchronization settings. o The Outlook language, Groupware Language and Edit synchronization language

should never be changed at any point in time, and all three languages should always be in sync for the Groupware software to work.

Page 9: Client Gwi Installation Guide

4 Installation

10 2010 9

3. Choose Next >> to continue.

A check runs to determine whether the required software has been installed, and the status is displayed, as shown in the example below.

Page 10: Client Gwi Installation Guide

4 Installation

10 10 2010

4. If the software requirements are fulfilled, or warnings only are displayed, click Next >> to continue with installation, otherwise click Cancel and arrange for the missing software to be installed. If you clicked Install, the installation runs and the status is displayed, as shown in the example below.

5. When installation is complete, you can specify whether you want to launch Microsoft

Outlook/Lotus Notes on exiting the installation. Note that information about available software fixes is also displayed, if applicable. You can display the installation log if required, as shown in the example below.

Page 11: Client Gwi Installation Guide

4 Installation

10 2010 11

6. Click Finish to complete the installation.

Page 12: Client Gwi Installation Guide

5 Upgrade

12 10 2010

5 Upgrade Download the latest setup for SAP CRM Client Groupware Integration from the link mentioned in the SAP Note. Follow the below mentioned steps to start the upgrade process. SAP Note 1563898: Setup for 10 Series Client based Groupware Integration Refer to the following SAP Notes for the Client Groupware Integration Corrections: SAP Note 1508007: Client GWI 10 series for CRM 7.0 version SAP Note 1540852: Client GWI 10 series for CRM 2007 version SAP Note 1550084: Client GWI 10 series for CRM 7.0 EHP1 version

Process Flow 1. On the WebClient UI Home page, click Personalize in the header area. In the

Groupware Integration context area, click on Install Synchronization Software. 2. Select Upgrade.

3. Click Next >> to continue. A check runs to determine whether the required software has been installed, and the status is displayed, as shown in the example below.

Page 13: Client Gwi Installation Guide

5 Upgrade

10 2010 13

4. If the software requirements are fulfilled, or warnings only are displayed, click Next >>

to continue with upgrade, otherwise click Cancel and arrange for the missing software to be installed. If you clicked Upgrade, the upgrade runs. The upgrade status is displayed as shown in the examples below.

Page 14: Client Gwi Installation Guide

5 Upgrade

14 10 2010

5. When upgrade is complete, you can specify whether you want to launch Microsoft

Outlook/Lotus Notes on exiting the installation.

6. Display the installation log if required. 7. Click Finish to complete the installation.

Page 15: Client Gwi Installation Guide

6 Silent Installation & Upgrade

10 2010 15

6 Silent Installation & Upgrade

You require Administrator rights to install/upgrade Client Groupware Integration tool. Download the latest setup for SAP CRM Client Groupware Integration from the link mentioned in the SAP Note: SAP Note 1563898: Setup for 10 Series Client based Groupware Integration Refer to the following SAP Notes for the Client Groupware Integration Corrections: SAP Note 1508007: Client GWI 10 series for CRM 7.0 version SAP Note 1540852: Client GWI 10 series for CRM 2007 version SAP Note 1550084: Client GWI 10 series for CRM 7.0 EHP1 version Use the following commands to do a Silent Installation, Upgrade or Uninstallation.

Installation Open command prompt and use the following command to start the installation in silent mode. Setup.exe /s /v" /qn MODE=INSTALL MAILCLIENT=MSOUTLOOK|LOTUSNOTES LANGUAGE=English INSTDIR=\"C:\Groupware\"" MODE, MAILCLIENT and LANGUAGE are mandatory parameters for silent installation:

MODE = INSTALL MAILCLIENT = MSOUTLOOK|LOTUSNOTES LANGUAGE = English

Czech|Danish|German|Greek|Spanish|Finnish|French|Hebrew|Croatian|Hungarian|Italian|Japanese|Korean|Dutch|Norwegian|Polish|Portuguese|Russian|Slowakian|Slowenian|Spanish|Turkish|Chinese(traditional)|Chinese

INSTDIR = C:\Groupware

Upgrade Open command prompt and use the following command to start the upgrade in silent mode. Setup.exe /s /v" /qn MODE=UPGRADE"

Uninstallation Open command prompt and use the following command to start the uninstallation in silent mode. Setup.exe /s /v" /qn MODE=UNINSTALL"

Page 16: Client Gwi Installation Guide

7 Additional Information

16 10 2010

7 Additional Information 7.1 Uninstallation Process Flow 1. On the WebClient UI Home page, click Personalize in the navigation bar. In the

Groupware Integration page area, click on Install Synchronization Software. 2. Select Upgrade and indicate whether you want to delete the MS Outlook history and/or

the SAP CRM client profile from your local system, as shown below. o Delete Outlook History: Extend.dat is an add-in cache for MS Outlook (file

Extend.dat). Checking this option deletes the Extend.dat o Delete SAP CRM Profile: The SAP CRM client profile defines the synchronization

settings for your client. Checking this option deletes the file ‘%userprofile%\Local Settings\Application Data\SAP AG\Client Groupware\GWIConfigData.xml’.

o Delete Installation Logs: Checking this option will delete the installation logs from the following folder: %userprofile%\LocalSettings\Application Data\SAP AG\Client Groupware\InstallationLogs

3. Click Next >> to continue.

The uninstallation status is displayed as shown in the examples below.

Page 17: Client Gwi Installation Guide

7 Additional Information

10 2010 17

4. Display the uninstallation log if required. 5. Click Finish to complete the uninstallation.

Page 18: Client Gwi Installation Guide

7 Additional Information

18 10 2010

7.2 Important Information

NOTE: The following pop-up might appear in the described scenario. Step 1: Installation or upgrade of the Groupware sync software by an administrator in either manual or silent mode. Step 2: User logs onto the machine and opens outlook. The groupware add-in will be loaded by outlook. You might see a pop-up as shown below.

Action to be taken: The user has to click on Install. The above scenario is only for Office 2007 and 2010. This is not applicable for Office 2003.

Page 19: Client Gwi Installation Guide

8 Mandatory Post Installation Steps

10 2010 19

8 Mandatory Post Installation Steps The below steps have to be STRICTLY followed in the same order as it is mentioned: 1. Install the Client Groupware Integration 2. Open the Outlook\Lotus (For all supported versions of Microsoft Outlook or Lotus Notes) 3. Open the CRM WEBUI 4. Download the PROFILE by clicking on the Edit Synchronization Settings 5. Synchronize from CRM WEB UI

Whenever the user wants to use the Client Groupware Integration software for synchronization, always make sure that mail client (Outlook\Lotus) is opened.