client gwi

57
Functional Guide SAP® CRM 2007, 7.0 and 7.0 EHP1 Client Groupware Integration Component (Release 10.0) Target Audience Consultants Administrators Public Document version 2.0 – 07/25/2010

Upload: kumarmt

Post on 24-Oct-2014

287 views

Category:

Documents


0 download

TRANSCRIPT

Page 1: Client Gwi

Functional Guide

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

Target Audience

Consultants Administrators

Public Document version 2.0 – 07/25/2010

Page 2: Client Gwi

© 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

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

4 10 2010

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

1.1 About this Document ............................................................................. 5 2 Preparation .......................................................................................... 6 3 Server-Side Settings ........................................................................... 7 4 Prerequisites for Single sign-on ...................................................... 27 5 Client Side functionality ................................................................... 28

5.1 CRM Server Logon Configuration .............................................................................. 28 5.2 Synchronization Configuration ................................................................................... 31 5.3 Confirmation and Conflicts Screen............................................................................. 33 5.4 Advanced Configuration ............................................................................................ 38 5.5 Search Results .......................................................................................................... 39 5.6 Auto Synchronization ................................................................................................ 40

6 Confirmation & Conflict Screen Cases ........................................... 42 6.1 Confirmation Cases (Creation, Deletion & Modification) .................. 42 6.2 Conflict Cases (Change on both sides) .............................................. 43 6.3 Confirmation Cases (Creation, Deletion & Modification) & Conflict Cases (Change on both sides) .................................................... 43

6.3.1 “Show Confirmation Window for” option “All” is checked ......................................... 43 6.3.2 “Show Confirmation Window for” option “None of the options are checked” ............. 44 6.3.3 “Show Conflict Resolution Window” option is unchecked......................................... 44 6.3.4 “Show Conflict Resolution Window” option is checked. ........................................... 44

7 Appendix ............................................................................................ 45 7.1 Assigned Account Priority .................................................................. 45

7.1.1 Always overwrite the data from CRM ...................................................................... 45 7.1.2 Outlook has Priority ................................................................................................ 46 7.1.3 CRM has Priority .................................................................................................... 48

7.2 Address Delimiter and Address Grouping ......................................... 49 7.3 Item Level Check .................................................................................. 53 7.4 Main Employee Responsible Logic .................................................... 53 7.5 Phone Number formats for Contacts .................................................. 54 7.6 Time zone handling for Tasks ............................................................. 55 7.7 Time Zone Handling for All Day Appointments (Events) .................. 56

Page 5: Client Gwi

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 configuration and functionality of 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. More details of the installation can be found in the installation document of Client Groupware integration.

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

Page 6: Client Gwi

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. 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

Run the reports attached with the above mentioned SAP Notes if you haven’t run it already.

Apply the Microsoft Office 2007 Hot fix Package KB976811 for groupware add-in to work for all users http://support.microsoft.com/kb/976811

Page 7: Client Gwi

3 Server-Side Settings

10 2010 7

3 Server-Side Settings Maintain the profile details in SU01 transaction: If you are an Administrator use the SU01 transaction to update the business role which needs to be considered for synchronization for any particular user.

1. Go to Transaction SU01. 2. Under parameter tab, create a Parameter: CRM_GWI_PROFILE with the parameter

value as ‘the business role’ to be assigned to the user. Then GWI synchronization software, always considers the role maintained in SU01 during the profile determination for the logged in user.

If you are an end user use the transaction SU3 to update the business role which needs to be considered for synchronization.

1. Go to Transaction SU3. 2. Under parameter tab, create a Parameter: CRM_GWI_PROFILE with the parameter

value as ‘the business role’ to be assigned to the user. Then GWI synchronization software, always considers the role maintained in SU3 during the profile determination for the logged in user.

The above steps need to be followed to overcome the confusion of selecting the role for a user in profile determination, if multiple roles are maintained under org model. Refer to the SAP Note 1554739 for more details.

Check the service “CRM_ACT_GWSYNC”: 1. Login to the SAP CRM backend 2. Go to transaction – SICF 3. Click on execute button 4. Filter the Service : ‘CRM_ACT_GWSYNC’ 5. Select ‘CRM_ACT_GWSYNC’ node 6. Go to the menu option: Service/Host -> Activate. This will activate the service

‘CRM_ACT_GWSYNC’.

Page 8: Client Gwi

3 Server-Side Settings

8 10 2010

Define Properties for Client-Based Synchronization You make these settings in transaction SPRO. For SAP CRM 2007: SAP Reference IMG -> Customer Relationship Management -> CRM Middleware and Related Components -> Settings for Client-based Synchronization For SAP CRM 7.0 and 7.0 EHP1: SAP Reference IMG -> Customer Relationship Management -> CRM Middleware and Related Components -> Client-Based Groupware Integration -> Settings for Client-based Synchronization The below mentioned Server Side settings are valid when you synchronize appointments, tasks and contacts from Microsoft Outlook to SAP CRM and not vice versa. You enter values for the following properties:

Property Description

BLOCK_CONT_NEW_(SPECIFIED BUSINESS ROLE)

This blocks the creation of new contacts. This also blocks the associated actions of creating a new account as well as adding a new address to an existing account.

BLOCK_ACNT_NEW_(SPECIFIED BUSINESS ROLE)

This blocks the creation of all new accounts.

BLOCK_ACNT_ADDR_NEW_(SPECIFIED This blocks the creation of a new

Page 9: Client Gwi

3 Server-Side Settings

10 2010 9

BUSINESS ROLE) address for an existing account.

BLOCK_CONT_WO_ACNT_RELN_(SPECIFIED BUSINESS ROLE) used with BLOCK_ACNT_NEW_(SPECIFIED BUSINESS ROLE)

This blocks the synchronization of contacts created in Outlook to CRM without any Accounts assignment. 1. Either you enter any business field information which leads to the creation of Account in CRM. Or 2. Assign a account using Relate to CRM

DEFAULT_APPT_PROC_TYPE Defines the process type for an appointment which is created in Microsoft Outlook. In CRM Server 'SAP CRM' categorized appointments will be created with this process type.

DEFAULT_TASK_PROC_TYPE Defines the process type for a task which is created in Microsoft Outlook. In CRM Server 'SAP CRM' categorized tasks will be created with this process type.

DEFAULT_APPT_TEXTTYPE Defines the Text type of an appointment text (body) which is created in Microsoft Outlook. In CRM Server 'SAP CRM' categorized appointment's text will be put as the defined text type in the Note section.

DEFAULT_CONT_TEXTTYPE Defines the Text type of a contact text (body) which is created in Microsoft Outlook. In CRM Server 'SAP CRM' categorized contact's text will be put as the defined text type in the Note section.

DEFAULT_TASK_TEXTTYPE Defines the Text type of a task text (body) which is created in Microsoft Outlook. In CRM Server 'SAP CRM' categorized task's text will be put as the defined text type in the Note section.

DEFAULT_TASK_CANCELLED Defines the status of the task which is maintained in Microsoft Outlook. This status of the task refers to the 'Deferred' state in Microsoft Outlook. In CRM Server 'SAP CRM' categorized tasks with 'Deferred'(in Microsoft Outlook) will be set to the value which is defined in the task mapping.

DEFAULT_TASK_COMPLETED Defines the status of the task which is maintained in Microsoft Outlook. This status of the task refers to the

Page 10: Client Gwi

3 Server-Side Settings

10 10 2010

'Completed' state in Microsoft Outlook. In CRM Server 'SAP CRM' categorized tasks with 'Completed'(in Microsoft Outlook) will be set to the value which is defined in the mapping.

DEFAULT_TASK_INPROCESS Defines the status of the task which is maintained in Microsoft Outlook. This status of the task refers to the 'In Progress' state in Microsoft Outlook. In CRM Server 'SAP CRM' categorized tasks with 'In Progress'(in Microsoft Outlook) will be set to the value which is defined in the mapping.

DEFAULT_TASK_OPEN Defines the status of the task which is maintained in Microsoft Outlook. This status of the task refers to the 'Not Started' state in Microsoft Outlook. In CRM Server 'SAP CRM' categorized tasks with 'Not Started'(in Microsoft Outlook) will be set to the value which is defined in the mapping.

MAX_SEARCH_HITS_ACCOUNT Defines the number of search items for an account to be displayed in 'Relate to CRM' search results.

MAX_SEARCH_HITS_CONTACT Defines the number of search items for a contact to be displayed in 'Relate to CRM' search results.

MAX_SEARCH_HITS_EMPLOYEE Defines the number of search items for an employee to be displayed in 'Relate to CRM' search results.

MAX_SEARCH_HITS_REFDOC Defines the number of search items for an Reference document to be displayed in 'Relate to CRM' search results

REL_NAME_MY_ACCOUNTS Defines the relationship category of employee responsible for accounts.

REL_NAME_MY_CONTACTS Defines the relationship category of employee responsible for contact.

GWIPROFILELANGUAGE 0 – All the languages supported by Client GWI are displayed in the language pop up. This is the default value set by SAP 1 – The CRM Web UI login language will be displayed in the language pop up. 2 – The different languages installed for the CRM system will be displayed in the

Page 11: Client Gwi

3 Server-Side Settings

10 2010 11

language pop up.

Please make sure before setting the value for ‘GWIPROFILELANGUAGE’ that the languages option selected should be available for the CRM system/Outlook/Lotus notes to get a desired Profile. If the language is not available in either of the system then this will lead to inconsistency in getting the desired profile.

Create and Define Settings for Client Profiles Profile defines a set of parameters and values for each of those parameters, using which you can define and configure the synchronization between the CRM Server and your Mail Client. The three mandatory parameters for Profile download are:

1. Business Role – This is the business role for which the user is defining a profile. 2. Country – The country information as maintained in the Business Partner to which

the user is associated. 3. Language – The Language for which you want to download the profile.

No two profiles can have the same combination of Business Role, Country and Language. The profile determination with Business Role being mandatory will be in the order as given below (specific to generic approach): Profile maintained for given Role, 1. Country and language will be considered. 2. Country and language as blank will be considered. 3. Country as blank and language will be considered. 4. Both country and language as blank will be considered. 5. Otherwise SAP_DEFAULT profile is downloaded. You can define the values for Profile parameters using GWIPROFILE transaction.

SAP CRM 7.0 and 7.0 EHP1 users can also maintain the profile settings through SPRO. SAP Reference IMG -> Customer Relationship Management -> CRM Middleware and Related Components -> Client-Based Groupware Integration -> Create and Define Settings for Client Profiles. You can also set the profile parameter values as modifiable or not at the client side by checking on the ‘Modifiable in Client’ option. This will give rights to the end user to edit the synchronization settings on the client side accordingly.

Page 12: Client Gwi

3 Server-Side Settings

12 10 2010

The first time profile download from CRM will give us a language pop up. This language pop up is based on the SPRO settings ‘GWIPROFILELANGUAGE’ maintained by the User. In the Profile, a new parameter has been introduced “LanguageModifiable”. This parameter helps us to control the language drop down in the Edit Synchronization settings screen. After the client groupware installation or upgrade if you are downloading the profile for the first time

1. Clicking on the Edit Synchronization Settings in the Personalize page you get a language pop-up

2. Select the language the corresponding Country-Language combination Profile will be downloaded and Synchronization Settings window will pop up.

Page 13: Client Gwi

3 Server-Side Settings

10 2010 13

If you have no profile mapped to a particular Language-Country combination then SAP Default profile will be downloaded. Shown below is the SAP Default Profile downloaded.

Page 14: Client Gwi

3 Server-Side Settings

14 10 2010

Multiple roles support for Profile download Profiles If CRM_GWI_PROFILE parameter is maintained then irrespective of logged on role of the user, the value maintained for this parameter is considered for profile download. Please note that Role maintained should be a valid one. For more information refer to the SAP Note 1554739. Refer to the SAP Note 1594884 for corrections related to the above feature. If the role determination fails in the above case, based on the source of the profile download the role determination happens in the order given below:

Profile Download from Web UI:

1. CRM_GWI_PROFILE maintained as '*' or not maintained, CRM_UI_PROFILE is maintained then its value is used. 2. CRM_GWI_PROFILE and CRM_UI_PROFILE maintained as '*' or not maintained, then current logged on role from Web UI is considered for sync.

Profile Download from Groupware:

1. CRM_GWI_PROFILE maintained as '*' or not maintained, CRM_UI_PROFILE is maintained then its value is used. 2. CRM_GWI_PROFILE and CRM_UI_PROFILE maintained as '*' or not maintained, then role from previous profile download is used.

Page 15: Client Gwi

3 Server-Side Settings

10 2010 15

As mentioned in the installation guide, profile download for the first time should be done

from the Web UI. If you want to change the role used during synchronization, you need to login to Web UI

using that role and download the profile. From then on the newly downloaded profile will be used for synchronization until the next change.

Once you have set all values, in the Property Assignment screen, go to the Property Definition screen, select the profile for which you have made the property assignment, and choose Activate to activate the profile. The table below describes the parameters that are available for a profile.

Property Description Corresponding Client Side field mapping

AccountSearchResults Value should be always empty. Search result columns.

AddressDelimiter This parameter will contain the character which will be used to separate the House Number from the street information in Outlook. 1. Blank value : if we want to consider House number and street separately 2. “,” a Comma: if we want only the street information

All True: confirmation screen will appear for any creation, modification or deletion. False: confirmation screen will not appear for any creation, modification or deletion.

AlwaysShowConflict is replaced with the parameter ALL and the value maintained is copied to Parameter ALL.

This value corresponds to All checkbox in the Conflicts and Confirmation tab in the synchronization settings screen.

ApptAttachment Appointment with Attachment enables attachment synchronization for appointments. Without Attachment disables attachment synchronization for appointments.

To enable attachment synchronization for appointments you need to enable appointment synchronization.

This value corresponds to the Attachments checkbox for Appointments in the Synchronization tab in the synchronization settings screen.

Page 16: Client Gwi

3 Server-Side Settings

16 10 2010

ApptColor This parameter defines the color which you want to use for the appointments during synchronization from CRM to Outlook. No color assigned = 0, Red = 1, Orange = 2, Peach = 3, Yellow = 4, Green = 5, Teal = 6, Olive = 7, Blue = 8, Purple = 9, Maroon = 10, Steel = 11, Dark Steel = 12, Gray = 13, Dark Gray = 14, Black = 15, Dark Red = 16, Dark Orange = 17, Dark Peach = 18, Dark Yellow = 19, Dark Green = 20, Dark Teal = 21, Dark Olive = 22, Dark Blue = 23, Dark Purple = 24, Dark Maroon = 25

ApptSyncEnable True - Appointment synchronization enabled. False - Appointment Synchronization disabled.

This value corresponds to the Select checkbox for Appointments in the Synchronization tab in the synchronization settings screen.

AssignedAccountPriority This parameter defines the data flow of account information during Relate to SAP CRM depending on the priority set. Value 0: Overwrite all from CRM including

Page 17: Client Gwi

3 Server-Side Settings

10 2010 17

blank fields. Value 1: Overwrite only blank fields in Outlook from CRM. Value 2: Overwrite all from CRM ignoring blank fields. Blank fields in CRM will be ignored.

More details about the behavior of Assigned Account Priority parameter refer to the appendix section.

AutoSyncConflictOption The possible values allowed are 1 - GW has Priority 2 - SAP CRM has Priority If the value is set as 3-> Open Conflict resolution window, Report attached in the SAP Note 1563898 will take care of setting the value to 2 as default value.

This value corresponds to the Define the system behavior when conflict between SAP CRM and Groupware occurs dropdown in the Auto Synchronization tab in the synchronization settings screen.

BatchSize This parameter decides the number of sync items to be considered for Read or Write from/to server per request. For instance, if there are 1200 items to be synced from server and batch size is 10 then all the items are fetched in 12 requests instead of a single request. This ensures that there is no time out while syncing huge number of items. By default the value is 50.

CertificateOrIssuerName Certificate name or issuer name that will be used to filter the certificate from the certificate store when single sign on is enabled.

This corresponds to the value field of the Single Sign On Details section in the CRM Server tab in the synchronization settings screen.

Change Any change/edit/modification related to appointments/tasks/contacts. True: Any change/update will appear in the confirmation screen. False: Any change/update will not appear in the confirmation screen.

This value corresponds to Modification checkbox in the Conflicts and Confirmation tab in the synchronization settings screen.

Page 18: Client Gwi

3 Server-Side Settings

18 10 2010

And the default action will be taken.

CollectCertificateBy States the process which should be used to collect certificate from certificate store Subject Name: SubjectName in the Details tab of the certificate will be considered for Single Sign On feature Issuer Name: IssuerName in the Details tab of the certificate will be considered for Single Sign On feature. Value of CN will be considered for Single Sign On feature. Windows Authentication: Windows user name with which you are logged into the system will be considered for Single Sign On feature. Serial Number: SerialNumber in the Details tab of the certificate will be considered for Single Sign On feature. Browse from Path: Browse the path for the certificate and this will be considered for Single Sign On feature.

This corresponds to the category field of the Single Sign On Details section in the CRM Server tab in the synchronization settings screen.

Conflict The values possible are 1 - GW has Priority 2 - SAP CRM has priority 3 – No Default Action This option is decided based on the value set for parameter OnConflict that corresponds to ‘Show Conflict window for’ check box in sync settings.

If OnConflict = true , All the above three options is valid

If OnConflict = false, The First and second option is valid

If Conflict is set 3 and OnConflict is set as False, Report attached in the SAP Note 1563898 will take care of setting the value of Conflict to 2 as default value.

This profile parameter corresponds to the value of the Show Conflict window for field in the Confirmation & Conflicts tab in the synchronization settings screen.

Page 19: Client Gwi

3 Server-Side Settings

10 2010 19

ConflictAutoSync If AutoSyncConflictOption is false then the ConflictAutoSync will take priority.

This profile parameter corresponds to Use Conflict/Confirmation Settings configured for manual synchronizations checkbox in the Auto Synchronization tab in the synchronization settings screen.

ContactAttachment Contact with attachment - Enable Attachments sync for contacts Without attachment - Disable attachment sync for contacts

To Enable Attachment sync for Contacts, Contacts sync should be enabled.

This value corresponds to the Attachments checkbox for Appointments in the Synchronization tab in the synchronization settings screen.

ContactSearchResults Value should be empty. Search result columns.

ContactSyncEnable True - Contact synchronization enabled. False - contact Synchronization disabled.

This value corresponds to the Select checkbox for Contacts in the Synchronization tab in the synchronization settings screen.

CreateNew Any new creation of appointments/tasks/contacts. True: Any new creation will appear in the confirmation screen. False: Any new creation will not appear in the confirmation screen. And the default action will be taken.

This value corresponds to Creation checkbox in the Conflicts and Confirmation tab in the synchronization settings screen.

CRMClient The SAP CRM server client number. This value corresponds to the Client field in the CRM Server tab in the synchronization settings screen.

CRMServer The SAP CRM server for an active profile (this is a concatenated string of <server_name>:<port number>). Refer to the section CRM logon Details

This value corresponds to the Server & Port fields in the CRM Server tab in the synchronization settings screen.

DefaultEndDate The format for the Default End date is MM/DD/YYYY(Month/Date/Year)

This value corresponds to the End Date fields in the Synchronization tab

Page 20: Client Gwi

3 Server-Side Settings

20 10 2010

If you have defined a Default end date, this will be considered for appointments/tasks. This parameter takes priority over To and Nextdays Parameters.

in the synchronization settings screen.

DefaultStartDate The format for the Default Start date is MM/DD/YYYY(Month/Date/Year) If you have defined a Default start date, this will be considered for appointments/tasks. This parameter takes priority over From and Lastdays Parameters.

This value corresponds to the Start Date fields in the Synchronization tab in the synchronization settings screen.

Delete Any deletion related to appointments/tasks/contacts: True: Any deletion will appear in the confirmation screen. False: No deletion will appear in the confirmation screen and the default action will be taken.

This value corresponds to Deletion checkbox in the Conflicts and Confirmation tab in the synchronization settings screen.

DeleteRemainingAccounts

Delete account on deletion of contacts when no other contacts exist.

DownloadContactsFromCRM

Owned Contact: Download contacts for which the logged-in SAP CRM user is an employee responsible. Contacts of Account: Download contacts for which the logged-in SAP CRM user belongs to the account team to which the contact is assigned. Both: Enables synchronization of both owned contacts and contacts of account.

This profile parameter corresponds to Download from CRM checkboxes group in the Synchronization tab in the synchronization settings screen.

EmployeeSearchResults Value should be empty. Search result columns.

EnableAutoSync True: Enable auto synchronization feature False: Disable auto synchronization feature

This profile parameter corresponds to Enable Automatic Synchronization checkbox in the Auto Synchronization tab in the synchronization settings screen.

EnableItemLevelCheck Field level comparison between outlook item and CRM item is done

Page 21: Client Gwi

3 Server-Side Settings

10 2010 21

during synchronization. This is introduced to address pingpong scenarios. 1: This will enable Field level check for each item modified in Outlook with CRM and vice-versa. 0: This will disable the field level check for any item.

More information on Item Check parameter refer to the appendix section.

EnableLog 1: Enables log files creation for client groupware integration 0: No log files are created for client groupware integration Log files are created in a default location %userprofile%\Local Settings\Application Data\SAP AG\Client Groupware

This profile parameter corresponds to Enable Logging checkbox in the Advanced tab in the synchronization settings screen.

EnableSSOAuthentication

True: Enable single sign on feature False: Disable single sign on feature

This profile parameter corresponds to Use Single Sign-on checkbox in the CRM Server tab in the synchronization settings screen

ExtensionSeparator Character used to separate an extension from a phone number in Outlook. Default Value - ‘x’ Values Allowed -

‘-‘, ‘x’

From Values:

Days Weeks Months

This value depends on the Lastdays parameter which is a numeric value. When Lastdays is set to 2, synchronization will take place from last 2 days/weeks/months, depending on the selection.

GWIServiceProtocol HTTP

Page 22: Client Gwi

3 Server-Side Settings

22 10 2010

HTTPs To add the profile parameter GWIServiceProtocol, please run the report attached with the SAP Note 1563898 if not run previously.

SAP recommends using HTTPs protocol for security reasons.

IdleInterval Idle time This profile parameter corresponds to value of the When the computer has been idle for checkbox in the Auto Synchronization tab in the synchronization settings screen.

LanguageModifiable 0 – The language drop down is non-editable 1 – The language drop down is editable.

By default, the language drop down is editable.

This profile parameter corresponds to Language dropdown the CRM Server tab in the synchronization settings screen.

LastDays A numeric value. This value depends on the From parameter, so if the LastDays value is set to 2 and the From parameter is Weeks, synchronization will take the last 2 weeks into consideration.

LogonSyncEnable 1 – Enabled. Automatic synchronization will run when the user logs on to the system. 0 – Disabled. Automatic synchronization will not run when the user logs on to the system.

This profile parameter corresponds to Perform first synchronization on logon checkbox in the Auto Synchronization tab in the synchronization settings screen.

MaxNoOfContactToBeSynced

Maximum number of contacts to be synchronized in a single request. This is used during mass synchronization of contacts to avoid timeout errors.

NextDays A numeric value. This value depends on the To parameter, so if the NextDays parameter is set to 2 and the To parameter is set to Weeks, synchronization will take the next 2

Page 23: Client Gwi

3 Server-Side Settings

10 2010 23

weeks into consideration.

OnConflict True: Show Conflict resolution window is enabled. False: Show Conflict resolution window is disabled.

This profile parameter corresponds to Show Conflict Resolution Window checkbox in the Confirmation and Conflicts tab in the synchronization settings screen.

PrivateHandlingCRM Ignore: Ignore all the private appointments/tasks from CRM. Synchronize: Consider private appointments/tasks from CRM. Synchronize as normal: private appointments/tasks will be synchronized as normal appointments/tasks to groupware. Synchronize frame only: Only the basic information is synchronized.

This profile parameter corresponds to Created in SAP CRM option in the Advanced tab in the synchronization settings screen.

PrivateHandlingGroupware

Ignore: Ignore all the private appointments/tasks from Groupware. Synchronize: Consider private appointments/tasks from Groupware. Synchronize as normal: private appointments/tasks will be synchronized as normal appointments/tasks to CRM. Synchronize frame only: Only the basic information is synchronized.

This profile parameter corresponds to Created in Outlook/Lotus Client option in the Advanced tab in the synchronization settings screen.

ReferenceDocSearchResults

Value should be empty. Search result columns.

Reminder When appointments are synchronized from CRM to Groupware, by default the reminder value is set to the value defined for this parameter.

This profile parameter corresponds to Reminder field in the Synchronization tab in the synchronization settings screen.

SecondsTolerance Last Modified Time of the CRM Item may change even without the user making any changes. This may happen due to a number of activities on the CRM backend like partner determination, attachment of factsheets to appointments after save, etc. As a result of this, such user-unchanged items appear as changed.

Page 24: Client Gwi

3 Server-Side Settings

24 10 2010

To allow for the delay in update on SAP CRM Server. Default Value is 20 seconds.

SecondsToleranceSlave Last Modified Time of the Outlook Item can change even without the end user making any changes. This happens due to the exchange of items between Outlook Client and Outlook Exchange Server. As a result of this, such user-unchanged items appear as changed. To allow for the delay in update on Microsoft Outlook Exchange Server. Default Value is 20 seconds.

ShowErrorMessage True: Error message window will be populated with error details. False: No Error message window

ShowSyncResult True: Shows synchronization result when it’s completed. False: No Synchronization result window.

SyncAtComputerIdle Auto Synchronize if this is enabled when the computer is idle. Works along with IdleInterval value

This profile parameter corresponds to When the computer has been idle for checkbox in the Auto Synchronization tab in the synchronization settings screen.

SyncAtInterval If enabled, Auto Sync will be enabled after every interval as mentioned in SyncInterval value

This profile parameter corresponds to Start synchronization every checkbox in the Auto Synchronization tab in the synchronization settings screen.

SyncDirecAppointment CRM to GW: Synchronize appointments only from CRM to GW GW to CRM: Synchronize appointments only from GW to CRM Both: Synchronize appointments from both CRM to GW.

This profile parameter corresponds to the SyncDirection field for Appointments in the Synchronization tab in the synchronization settings screen.

SyncDirecContact CRM to GW: Synchronize contacts only from CRM to GW

This profile parameter corresponds to the

Page 25: Client Gwi

3 Server-Side Settings

10 2010 25

GW to CRM: Synchronize contacts only from GW to CRM Both: Synchronize contacts from both CRM to GW.

SyncDirection field for Contacts in the Synchronization tab in the synchronization settings screen.

SyncDirecTask CRM to GW: Synchronize tasks only from CRM to GW GW to CRM: Synchronize tasks only from GW to CRM Both: Synchronize tasks from both CRM to GW.

This profile parameter corresponds to the SyncDirection field for Tasks in the Synchronization tab in the synchronization settings screen.

SyncInterval This is the numeric value and should always be more than 5.

This profile parameter corresponds to value of Start synchronization every field in the Auto Synchronization tab in the synchronization settings screen.

SyncIntervalUnit Minutes or Hours This profile parameter corresponds interval unit of Start Synchronization for every field in Auto Synchronization tab.

SyncOnDays Which Day of the Week in the following format (Mon|Tue|Wed)

Specify the days for Synchronization

TaskAttachment Task with attachment - Enable Attachments sync for tasks Without attachment - Disable attachment sync for tasks

To Enable Attachment sync for tasks, Tasks sync should be enabled.

This value corresponds to the Attachments checkbox for Tasks in the Synchronization tab in the synchronization settings screen.

TaskSyncEnable True - Task synchronization enabled. False - Task Synchronization disabled.

This value corresponds to the Select checkbox for Tasks in the Synchronization tab in the synchronization settings screen.

To Values:

Days Weeks Months

This value depends on the Nextdays parameter which is a numeric value.

Page 26: Client Gwi

3 Server-Side Settings

26 10 2010

Nextdays is set to 2; synchronization will take place from last 2 days/weeks/months, depending on the selection.

UseColors This parameter enables\disables the coloring feature in case of outlook mail client. 0 – Disabled 1 -- Enabled

Page 27: Client Gwi

4 Prerequisites for Single sign-on

10 2010 27

4 Prerequisites for Single sign-on You have activated or deactivated the availability of the single sign-on option to the user by making necessary settings in GWIPROFILE transaction. For more information about single sign-on certificate authentication, refer to the help link Use X.509 Client Certificates.

You have ensured the system fulfills the following requirements: SAPCRYPTOLIB is installed SSL is implemented

Please check the settings using Transaction SMICM, use the menu option Go to->Parameters->Display and check the HTTPS (SSL) settings

Public Key of the Key Issuer is imported in SSL, server PSE -

Go to transaction STRUSTSSO2, choose the node SSL Standard Server, Right click and say Create and upload the certificate issued by certifying authority.

ICM has requested Client Certificates- To check this Go to Transaction SMICM, use the menu option Go to->Parameters->Display and check the HTTPS(SSL) settings for verify_client which should be set to 1 as shown below: (Profile parameter icm/HTTPS/verify_client = 1)

User mapping is defined in the VUSREXTID Kernel 7.0 below PL125 or greater than 146 is used (See SAP Note 1140054).

Page 28: Client Gwi

5 Client Side functionality

28 10 2010

5 Client Side functionality This explains the usage of Microsoft Outlook add-in also the functionality of the Client groupware. Click on SAP CRM -> Options. In Lotus Notes -> All Programs -> SAP CRM Client Groupware Integration -> Maintain Synchronization Settings.

5.1 CRM Server Logon Configuration On this screen you enter information relating to the SAP CRM server. This information is required for the synchronization from Microsoft Outlook with the SAP CRM server.

Time zone need not be maintained. Local system time zone of the client will be used for synchronization. For more details on Time Zone refer to SAP Note 1571200.

You can change the language from the Synchronization Settings screen and download the corresponding Language-Country combination profile values.

5.1.1 CRM Logon Details Server This value is taken from the SAP CRM transaction smicm. In this transaction, choose Parameters -> Display. You can find the value next to the parameter icm/host_name_full.

Page 29: Client Gwi

5 Client Side functionality

10 2010 29

Port This value is taken from the SAP CRM transaction SMICM. In this transaction, choose Parameters -> Display. You can find the value next to the parameter icm/Server_port_X , which corresponds to HTTPS service.

In transaction SMICM, ensure that the HTTPS port is activated, by choosing Go to -> Services, selecting the service HTTPS, and choosing Service -> Activate.

5.1.2 Single Sign On Details

Page 30: Client Gwi

5 Client Side functionality

30 10 2010

Windows Authentication: Windows user name with which you are logged into the system will be considered for Single Sign On feature. Certificate/Issuer/Path Name 1. Save the certification in your local system and browse to the path in the

Certificate/Issuer/Path Name field. 2. Issuer Name: Open the Single Sign On certificate for the user go to the Details tab and

search for Issuer. The value is shown in the format below:

CN = SSO_CA O = SAP-AG C = DE If you have chosen IssuerName then take the value of CN which is ‘SSO_CA’ in this case and enter it in the Certificate/Issuer/Path Name field.

3. Serial Number: Search for the SerialNumber in the Details tab of the certificate and enter it in the Certificate/Issuer/Path Name field.

4. Subject Name: Search for the SubjectName in the Details tab of the certificate and enter it in the Certificate/Issuer/Path Name field.

Collect Certificate Via: Fill in the details corresponding to the option you have chosen in the ‘Collect Certificate via’ filed.

5.1.3 CRM Groupware Client Details: Client Version: Client groupware integration version that is installed on the system. Mail Client: Default mail client for which groupware integration will be installed. Filter On Category: The category used during synchronization. The value is always ‘SAP CRM’.

Page 31: Client Gwi

5 Client Side functionality

10 2010 31

5.2 Synchronization Configuration

5.2.1 Appointment/Task Synchronization Settings Start Date and End Date: You can set the time frame for which you want to synchronize the appointments/tasks. Calendar Reminder: This value sets the reminder for the activities which are synchronized from the SAP CRM server.

5.2.2 Contact Person Synchronization Settings Default Country: This value is populated from the SAP CRM server profile settings. This is the country of the business partner of the profile. Download from CRM:

Owned Contacts: Only the employee-owned contacts will be synchronized. Contacts of accounts where user belongs to account team: Contacts that belong

to an account to which an employee is associated will also be synchronized.

Delete Account on contact deletions when no other contact exists: If no contacts are associated with an account it will be deleted.

5.2.3 Sync Options You can select the activities that you want to synchronize.

Page 32: Client Gwi

5 Client Side functionality

32 10 2010

Make the following settings for each of the activities you have selected: Directions

1. Both Directions: The activity will be synchronized from the SAP CRM server to the mail client and from the mail client to the SAP CRM server.

2. CRM to Outlook: The activity will only be synchronized from the SAP CRM server to the mail client.

3. Outlook to CRM: The activity will only be synchronized from the mail client to the SAP CRM server.

Folder: You can choose the mailbox to which you want the activities to be synchronized.

Attachments: You can select this option if you want the attachments to be synchronized with the activity which you have chosen.

Currently we have 3 options of appointment attachments in the Web UI.

1. Attachments 2. Attachments with URL 3. Attachments with Template

We support the first option.

Page 33: Client Gwi

5 Client Side functionality

10 2010 33

5.3 Confirmation and Conflicts Screen Master Setting is the Sync Direction defined in the Synchronization screen for any particular item.

5.3.1 “Show Confirmation Window for” option “All” is checked

Only the Sync Direction will be considered. Always Exception list and Skip options will be there Sync Result dropdown list.

Table 1.1

Sync Options Show Confirmation(checked – All)

Resulting Action – Confirmation Window will be shown with following options

Both Directions Creation in Outlook Result in Outlook -> Nothing to do Result in SAP CRM -> To be Added Sync Result -> Add to SAP CRM

Page 34: Client Gwi

5 Client Side functionality

34 10 2010

Creation in SAP CRM Result in Outlook -> To be Added Result in SAP CRM -> Nothing to do Sync Result -> Add to Outlook

Deletion in Outlook Result in Outlook -> To be Recreated Result in SAP CRM -> To be Deleted Sync Result -> 1. Delete in SAP CRM 2. Recreate in Outlook

Deletion in SAP CRM Result in Outlook -> To be Deleted Result in SAP CRM -> To be Recreated Sync Result -> 1. Delete in Outlook 2. Recreate in SAP CRM

Modification in Outlook Result in Outlook -> Nothing to do Result in SAP CRM -> To be Updated Sync Result -> Overwrite in SAP CRM

Modification in SAP CRM

Result in Outlook -> To be Updated Result in SAP CRM -> Nothing to do Sync Result -> Overwrite in Outlook

Outlook to CRM Creation in Outlook Result in Outlook -> Nothing to do Result in SAP CRM -> To be Added Sync Result -> Add to SAP CRM

Creation in SAP CRM Should not be created in Outlook.

No window is shown as this item is not considered for sync.

Deletion in Outlook Result in Outlook -> Nothing to do Result in SAP CRM -> To be Deleted Sync Result -> Delete in SAP CRM

Deletion in SAP CRM Result in Outlook -> Nothing to do Result in SAP CRM -> Recreate in SAP CRM Sync Result -> Recreate in SAP CRM

Modification in Outlook Result in Outlook -> Nothing to do Result in SAP CRM -> To be Updated Sync Result -> Overwrite in SAP CRM

Modification in SAP CRM

Should not be updated in Outlook.

No window is shown as this item is not considered for sync.

Page 35: Client Gwi

5 Client Side functionality

10 2010 35

CRM to Outlook Creation in Outlook Should not be created in SAP CRM.

No window is shown as this item is not considered for sync.

Creation in SAP CRM Result in Outlook -> To be Added Result in SAP CRM -> Nothing to do Sync Result -> Add to Outlook

Deletion in Outlook Result in Outlook -> Recreate in Outlook Result in SAP CRM -> Nothing to do Sync Result -> Recreate in Outlook

Deletion in SAP CRM Result in Outlook -> To be Deleted Result in SAP CRM -> Nothing to do Sync Result -> Delete in Outlook

Modification in Outlook Should not be updated in SAP CRM.

No window is shown as this item is not considered for sync.

Modification in SAP CRM

Result in Outlook -> To be Updated Result in SAP CRM -> Nothing to do Sync Result -> Overwrite in Outlook

5.3.2 “Show Confirmation Window for” option “None of the options are checked”

Only Sync Direction will be considered. Sync directions defined in the Table 1.1 will be considered, but the Confirmation window will not be shown as the options are unchecked.

5.3.3 “Show Conflict Resolution Window” option is unchecked.

No default Action is disabled.

Page 36: Client Gwi

5 Client Side functionality

36 10 2010

Table 1.2

Sync Options Show Conflict Resolution(not checked) Resulting Action

Both Directions

Outlook has Priority Update in CRM

SAP CRM has Priority Update in Outlook

No default action (disabled) Not applicable

Outlook to CRM

Outlook has Priority Update in CRM

SAP CRM has Priority Update in CRM

No default action (disabled) Not applicable

CRM to Outlook

Outlook has Priority Update in Outlook

SAP CRM has Priority Update in Outlook

No default action (disabled) Not applicable

5.3.4 “Show Conflict Resolution Window” option is checked.

No default Action is enabled. Conflict resolution window will be shown.

Page 37: Client Gwi

5 Client Side functionality

10 2010 37

Table 1.3

Sync Options Show Conflict Resolution(checked) Resulting default Action

Both Directions

Outlook has Priority Update in CRM

SAP CRM has Priority Update in Outlook

No default action

? With 4 values in the combo.

1. Update in CRM 2. Update in Outlook 3. Add to exceptionlist 4. Skip

Outlook to CRM

Outlook has Priority

Update in CRM With 2 values in the combo.

1. Add to exceptionlist 2. Skip

SAP CRM has Priority

? With 3 values in the combo.

1. Update in CRM 2. Add to exceptionlist 3. Skip

No default action ?

Page 38: Client Gwi

5 Client Side functionality

38 10 2010

With 3 values in the combo. 1. Update in CRM 2. Add to exceptionlist 3. Skip

CRM to Outlook

Outlook has Priority

? With 3 values in the combo.

1. Update in Outlook 2. Add to exceptionlist 3. Skip

SAP CRM has Priority

Update in Outlook With 2 values in the combo.

1. Add to exceptionlist 2. Skip

No default action

? With 3 values in the combo.

1. Update in Outlook 2. Add to exceptionlist 3. Skip

5.4 Advanced Configuration

5.4.1 Handling of New Private Appointments\Tasks Created in Microsoft Outlook\Lotus Client and Created in SAP CRM:

Page 39: Client Gwi

5 Client Side functionality

10 2010 39

If there are any private appointments\tasks, the user can decide whether or not to synchronize them. This option applies to both Microsoft Outlook\Lotus Notes client and SAP CRM.

Enable Tracing Enable Logging: If you select this option, logs are enabled for synchronization of appointments, tasks, or contacts. You can change the default log file path.

Temporarily include exception list entries You can get back the exception list entries by clicking on this checkbox.

5.5 Search Results

5.5.1 Custom Result Search Select From: Provides the following search options that are available in the Relate to CRM add-in.

Account Search Result Contact Search Result Employee Search Result Reference Document Search Result

5.5.2 Configure Columns This gives a list of available columns for each type of search. You can choose and customize the display columns as you want it to be displayed in the search results of the Relate to CRM add-in.

Page 40: Client Gwi

5 Client Side functionality

40 10 2010

Make sure you apply the changes once you have selected the required columns.

5.6 Auto Synchronization Enable Automatic Synchronization: Enables automatic synchronization for client groupware.

As automatic synchronization does not have any user interaction/user interface, it needs to be scheduled according to user requirements.

5.6.1 Schedule Automatic Synchronization Perform First Synchronization at Logon: Synchronization starts whenever the system restarts or the user is logged in. Start Synchronization Every: Automatic synchronization can be scheduled for a time interval. Note that the minimum minute interval is 5 minutes. When the Computer has been Idle for: You can schedule automatic synchronization for when the computer is in idle state. Set the time interval for the idle time.

5.6.2 Specific the Days for Synchronization Choose the day when you want the automatic synchronization to start.

5.6.3 Additional Settings: As automatic synchronization doesn’t have any user interface/user interaction, you can make these following settings to notify the user. Auto synchronization behavior is defined in the following tables:

Microsoft Outlook/Lotus has Priority: Microsoft Outlook/Lotus Notes has priority. SAP CRM has Priority: The SAP CRM server mail box has priority.

Page 41: Client Gwi

5 Client Side functionality

10 2010 41

Page 42: Client Gwi

6 Confirmation & Conflict Screen Cases

42 10 2010

6 Confirmation & Conflict Screen Cases <<need to add details abt the section>>

6.1 Confirmation Cases (Creation, Deletion & Modification)

“Use Conflict/Confirmation Settings configured for manual synchronization” is unchecked. Table 1.4

Sync Direction Testcase Resultin Action

Both Directions (Auto Sync window – Mail Client has priority)

Creation in Outlook Create in SAP CRM

Creation in SAP CRM No action taken

Deletion in Outlook Delete in SAP CRM

Deletion in SAP CRM No action taken

Modification in Outlook Modify in SAP CRM

Modification in SAP CRM No action taken

Both Directions (Auto Sync window – SAP CRM has priority)

Creation in Outlook No action taken

Creation in SAP CRM Create in Outlook

Deletion in Outlook No action taken

Deletion in SAP CRM Delete in Outlook

Modification in Outlook No action taken

Modification in SAP CRM Overwrite in Outlook

Outlook to CRM

Creation in Outlook Create in SAP CRM

Creation in SAP CRM No action taken

Deletion in Outlook Delete in SAP CRM

Deletion in SAP CRM No action taken

Modification in Outlook Modify in SAP CRM

Modification in SAP CRM No action taken

CRM to Outlook

Creation in Outlook No action taken

Creation in SAP CRM Create in Outlook

Deletion in Outlook No action taken

Deletion in SAP CRM Delete in Outlook

Modification in Outlook No action taken

Modification in SAP CRM Overwrite in Outlook

Page 43: Client Gwi

6 Confirmation & Conflict Screen Cases

10 2010 43

6.2 Conflict Cases (Change on both sides)

“Use Conflict/Confirmation Settings configured for manual synchronization” is unchecked. Table 1.5

Sync Direction Auto synchronization settings Resulting Action

Both Directions Outlook\Lotus priority Update in CRM

SAP CRM priority Update in Outlook

Outlook to CRM Outlook\Lotus priority Update in CRM

SAP CRM priority Update in CRM

CRM to Outlook Outlook\Lotus priority Update in Outlook

SAP CRM priority Update in Outlook

Notify me when Synchronization completes: This will show a confirmation window when the synchronization is completed or has failed. Use Conflict/Confirmation Settings configured for manual Synchronizations: Settings maintained for manual synchronization will apply to automatic synchronization.

Conflict/Confirmation window will not be shown. Sync Direction defined in the Synchronization window will be considered as the master setting in case of Conflict/Confirmation. Only in case of Sync Direction defined as Both Direction, priority defined in the Auto Synchronization window will be considered.

6.3 Confirmation Cases (Creation, Deletion & Modification) & Conflict Cases (Change on both sides) “Use Conflict/Confirmation Settings configured for manual synchronization” is checked for Auto Synchronization. Auto Synchronization will behave exactly as defined for Manual synchronization.

Refer to Table 1.1, Table 1.2, Table 1.3

6.3.1 “Show Confirmation Window for” option “All” is checked

Only Sync Direction will be considered. Always Exception list and Skip options will be there Sync Result dropdown list. Refer to Table 1.1.

Page 44: Client Gwi

6 Confirmation & Conflict Screen Cases

44 10 2010

6.3.2 “Show Confirmation Window for” option “None of the options are checked”

Only Sync Direction will be considered. Sync directions defined in the Table 1.1 will be considered, but the Confirmation window will not be shown as the options are unchecked.

6.3.3 “Show Conflict Resolution Window” option is unchecked.

No default Action is disabled. Conflict resolution window will not be shown. Refer to Table 1.2

6.3.4 “Show Conflict Resolution Window” option is checked.

No default Action is enabled. Conflict resolution window will be shown. Refer to Table 1.3

Page 45: Client Gwi

7 Appendix

10 2010 45

7 Appendix 7.1 Assigned Account Priority This parameter defines the data flow of account information during Relate to SAP CRM depending on the priority set. 0 – Always overwrite the data from CRM. 1 – Outlook has Priority. 2 – CRM has priority.

Explanation of values in the Table below :

Blank Fields in CRM – Fields which are not filled in CRM and the other fields are filled and similarly for Blank Fields in Outlook.

Filled Fields in Outlook – Fields which are filled in Outlook and other fields are blank and similarly for Filled Fields in CRM.

Business Address Data Set House No, Street, City, Region, Postal Code, Country

7.1.1 Always overwrite the data from CRM

Thumb Rule Overwrite Everything from CRM.

Expected Behavior after Relate to SAP CRM 1. Business Address: Overwrite everything irrespective of blank values or Outlook

values.(Refer Example 0-1 and Example 0-2). Example 0-1: CRM Outlook

Blank Fields in CRM: Street

Blank Fields in Outlook: City, Region, Country, Postal Code

Filled Fields in CRM: City, Region, Country, Postal Code

Filled Fields in Outlook: Street

Resulting information in Outlook Contact data after Relate to CRM:

City, Region, Country and Postal Code values from CRM will be brought down to Outlook.

Street value (blank) from CRM is also brought down to Outlook. Example 0-2:

Page 46: Client Gwi

7 Appendix

46 10 2010

CRM Outlook

Blank Fields in CRM: House No, Street, City ,Region, Country

Blank Fields in Outlook: ----------------------

Filled Fields in CRM: --------------

Filled Fields in Outlook: Street, House No, City ,Region, Country

Resulting information in Outlook Contact data after Relate to CRM:

House No, Street, City, Region, Country values (blank) from CRM will be brought down to Outlook.

2. Phone Numbers, e-mail and Website: Overwrite everything irrespective of blank

values or outlook values.(Refer Example 0-3). Example 0-3: For Business Phone Number, Fax Number, Web Site, E-mail

CRM Outlook

Blank Fields in CRM: Business Phone, e-mail

Blank Fields in Outlook: Web site, Business Fax

Filled Fields in CRM: Business Fax, Website

Filled Fields in Outlook: Business Phone, e-mail

Resulting information in Outlook Contact data after Relate to CRM:

Business Fax, Website values from CRM will be brought down to Outlook. Business Phone, e-mail values (blank) from CRM are also brought down to

Outlook.

7.1.2 Outlook has Priority

Expected Behavior after Relate to SAP CRM 1. Business Address: Merge happens at Business address level Data Set.

Case1: Retain Outlook Business Address Data Set Fields, if any of the field in the Business Address Data Set is filled in Outlook, irrespective of blank fields in CRM.(Refer Example 1-1 and Example 1-2) Example 1- 1:

CRM Outlook

Blank Fields in CRM: Street

Blank Fields in Outlook: City, Region, Country

Page 47: Client Gwi

7 Appendix

10 2010 47

Filled Fields in CRM: City, Region, Country

Filled Fields in Outlook: Street

Resulting information in Outlook Contact data after Relate to CRM: Street value will be retained in Outlook. City, Region, Country values (blank) are also retained in Outlook.

Example 1-2:

At the Business Group Level, All Business Address Fields are blank, hence retain the Outlook values.

CRM Outlook

Blank Fields in CRM: House No, Street, City ,Region, Country

Blank Fields in Outlook: ----------------------

Filled Fields in CRM: --------------

Filled Fields in Outlook: Street, House No, City ,Region, Country

Resulting information in Outlook Contact data after Relate to CRM: Street House No, City, Region, Country values will be retained in Outlook.

Case 2: Overwrite CRM Business Address Date Set fields , if ALL THE FIELDS in the Business Address Data Set of Outlook are blank.(Refer Example 1-3). Example 1-3:

CRM Outlook

Blank Fields in CRM: ----------------------------

Blank Fields in Outlook: Street, House No, , City ,Region, Country

Filled Fields in CRM: House No, Street, City ,Region, Country

Filled Fields in Outlook: ----------------------

Resulting information in Outlook Contact data after Relate to CRM: House no, Street, City,Region,Country values from CRM will be brought down to

Outlook.

Page 48: Client Gwi

7 Appendix

48 10 2010

2. Phone Numbers, e-mail and Website: (Refer Example 1-4) Retain Outlook Value, if the Corresponding CRM Field is blank. Retain Outlook Value, if the Corresponding CRM Field is Filled. Overwrite CRM Field, if the Corresponding Outlook Field is blank.

Example1-4: Phone Numbers, e-mail and Website.

CRM Outlook

Blank Fields in CRM: Business Phone, e-mail

Blank Fields in Outlook: Web site, Business Fax

Filled Fields in CRM: Business Fax, Website

Filled Fields in Outlook: Business Phone, e-mail

Resulting information in Outlook Contact data after Relate to CRM: Business Phone, e-mail values will be retained in Outlook Business Fax, Website values from CRM will be brought down to Outlook.

7.1.3 CRM has Priority

Expected behavior after Relate to SAP CRM 1. Business Address: Merge happens at Business address level Data Set.

Case 1: Overwrite CRM Business Address Date Set fields , if ANY OF THE FIELDS in the Business Address Data Set of CRM is filled.(Refer Example 2-1).

Example 2-1:

CRM Outlook

Blank Fields in CRM: Street

Blank Fields in Outlook: City, Region, Country

Filled Fields in CRM: City, Region, Country

Filled Fields in Outlook: Street

Resulting information in Outlook Contact data after Relate to CRM: Street value (blank) from CRM is brought down to Outlook. City, Region, Country values from CRM are also brought down to Outlook.

Page 49: Client Gwi

7 Appendix

10 2010 49

Case 2: Retain Outlook Business Address Data Set Fields, if ALL THE FIELDS in the Business Address Data Set is blank in CRM, irrespective of blank fields in Outlook.(Refer Example 2-2). Example 2-2: At the Business Group Level, All Business Address Fields are blank, hence retain the outlook values.

CRM Outlook

Blank Fields in CRM: House No, Street, City ,Region, Country

Blank Fields in Outlook: ----------------------

Filled Fields in CRM: --------------

Filled Fields in Outlook: Street, House No, City ,Region, Country

Resulting information in Outlook Contact data after Relate to CRM: Street, House No, City, Region, Country values are retained in Outlook.

2. Phone Numbers, e-mail and Website: (Refer Example 2-3)

Retain Outlook Value, if the Corresponding CRM Field is blank. Overwrite CRM Value, if the Corresponding Outlook Field is Filled. Overwrite CRM Field, if the Corresponding Outlook Field is blank.

Example 2-3: Filled in outlook will stay in Outlook if the corresponding CRM field in blank.

CRM Outlook

Blank Fields in CRM: Business Phone, e-mail

Blank Fields in Outlook: Web site

Filled Fields in CRM: Business Fax, Website

Filled Fields in Outlook: Business Phone, e-mail

Resulting information in Outlook Contact data after Relate to CRM: Business Phone, e-mail values will be retained in Outlook Business Fax, Website values from CRM will be brought down to Outlook.

7.2 Address Delimiter and Address Grouping The address delimiter allows the house number and street in the Business Address section of a contact to be mapped flexibly between SAP CRM and the groupware client.

Page 50: Client Gwi

7 Appendix

50 10 2010

In the Business Address section of a contact in Microsoft Outlook and Lotus Notes, there is no separate House No. field, unlike in SAP CRM. Therefore, the house number and street from SAP CRM are concatenated and mapped to the Street field in the groupware client during synchronization. The address delimiter determines how this happens

Features Either a comma (,) or a blank space (<space>) can be used as a delimiter. Which of these is used depends on the groupware profile of the business user. The delimiters work as follows during an upload to SAP CRM:

Comma (,) House number and street are concatenated in the Street field in SAP CRM.

Blank space (<space>) House number and street are split into the House No. and Street fields in SAP CRM.

When assigning a contact using the Relate to SAP CRM add-in, or during a download from SAP CRM, the delimiter determines whether a comma (,) or blank space (<space>) is inserted between the house number and street name in the Street field in the groupware client.

Example Address Delimiter Comma (,) Specified in Groupware Profile Relate to SAP CRM and Synchronization from SAP CRM to the Groupware Client After assigning a contact using the Relate to SAP CRM add-in, the house number and street from SAP CRM are mapped to the Street field in the groupware client, as follows:

Groupware Client: Business Address Data

Street 13,CRM Street

City, Region, Postal Code Chennai Tamil Nadu 600028

Country India

Synchronization from the Groupware Client to SAP CRM Case 1: Comma used

Groupware Client: Business Address

13,CRM Street Chennai Tamil Nadu 600028 India

Page 51: Client Gwi

7 Appendix

10 2010 51

Since the comma delimiter does not split the house number and street, they are concatenated and appear in the Street field in SAP CRM, as follows:

SAP CRM: Business Address (After Synchronization)

House No. <blank>

Street 13,CRM Street

Case 2: No comma used

Groupware Client: Business Address Data

Street 13 CRM Street

City, Region, Postal Code Chennai Tamil Nadu 600028

Country India

The use of a space does not split the house number and street, since the comma delimiter is specified in the groupware profile. The data from the Street field in the groupware client is mapped to the Street field in SAP CRM, as follows:

SAP CRM: Business Address (After Synchronization)

House No. <blank>

Street 13 CRM Street

Address Delimiter: Blank Space (<space>) Relate to SAP CRM and Synchronization from SAP CRM to the Groupware Client After assigning a contact using the Relate to SAP CRM add-in, the house number and street from SAP CRM are mapped to the Street field in the groupware client, as follows:

Groupware Client: Business Address Data

Street 13 CRM Street

City, Region, Postal Code Chennai Tamil Nadu 600028

Country India

During Synchronization from the Groupware Client to SAP CRM The house number and street are split at the first occurrence of a blank space.

Page 52: Client Gwi

7 Appendix

52 10 2010

Case 1: First <space> between house number and street

Groupware Client: Business Address Data

Street 13 CRM Street

City, Region, Postal Code Chennai Tamil Nadu 600028

Country India

SAP CRM: Business Address (After Synchronization)

House No. 13

Street CRM Street

Case 2: First <space> in the street description

Groupware Client: Business Address Data

Street CRM Street 13

City, Region, Postal Code Chennai Tamil Nadu 600028

Country India

The house number and street are split at the first occurrence of a blank space, in this case resulting in incorrect data in SAP CRM, as follows:

SAP CRM: Business Address (After Synchronization)

House No. CRM

Street Street 13

Case 3: Comma used

Groupware Client: Business Address Data

Street 13,CRM Street

City, Region, Postal Code Chennai Tamil Nadu 600028

Country India

The house number and street are split at the first occurrence of a blank space, in this case resulting in incorrect data in SAP CRM, as follows:

Page 53: Client Gwi

7 Appendix

10 2010 53

SAP CRM: Business Address (After Synchronization)

House No. 13,CRM

Street Street

Address Delimiter in Groupware Profiles (Administrators) As an administrator, you determine which delimiter is used in the SAP GUI transaction GWIPROFILE, for the parameter AddressDelimiter. You enter a comma (,) or a blank space.

7.3 Item Level Check Client Groupware considers an Outlook Item (Appointment, Task or Contact) for synchronization when its Last Modified Time has changed from its last synchronization time. If the Conflict/ Confirmation screen is shown, these Items appear in the list. Last Modified Time of the Outlook Item can change even without the end user making any changes. This happens due to the exchange of items between Outlook Client and Outlook Server. Such an exchange is beyond the control of Client Groupware. As a result of this, such user-unchanged items appear in the conflict/ confirmation screen. This leads to a confusion as the items appear as changed though the user has not changed it. EnableItemLevelCheck is a feature which, if Enabled, will perform a field level comparison between the Outlook Item and CRM Item. At the end of this comparison, if all the fields are same and only the Last Modified Time is different between the two items, such items will not be displayed in the Confirmation/ Conflict screen. How to Enable/ Disable EnableItemLevelCheck

1. Go to /nGWIPROFILE transaction. 2. Check for the parameter ‘EnableItemLevelCheck’. 3. Default value for this parameter is 0. Item Level Check is Disabled. 4. Set the value of the parameter to 1. This will enable the Item Level Check.

Restrictions in Item Level Check When both the Outlook and CRM items have attachments, only the names of attachments are compared for the check. Hence if the content of the attachment is modified in Outlook without changing the name, Item Level Check will consider the attachment to be the same. This Item will not be shown in the Conflict/ Confirmation screen. Still such an item will be synchronized in the background.

7.4 Main Employee Responsible Logic In CRM, an appointment, a task or a contact can have multiple employee responsible assigned to it. In Outlook, we can assign only one employee responsible at a time. Considering this, during the sync from CRM to Outlook, if an appointment/task/contact has multiple employee responsible assigned to it, we will identify the Main employee responsible by the flag set for the main employee in CRM and get down the same to Outlook.

Page 54: Client Gwi

7 Appendix

54 10 2010

For contacts Employee responsible relationship is not mandatory to have the standard flag set. From Groupware if Standard flag is set then that employee responsible is brought down otherwise the first in the relationship is brought down.

7.5 Phone Number formats for Contacts Phone numbers entered in Microsoft Outlook are handled as described below when they are uploaded to SAP CRM.

Features ISD Code This is filled only if the number is preceded with a plus sign (+). It is identified as starting a plus sign (+), up to the first space or '(' in the number. If the ISD code is not available in Microsoft Outlook, it is defaulted in the SAP CRM WebClient UI to the ISD code of the country in the business partner (employee) master data associated with the user. This ISD code is also downloaded back to Microsoft Outlook during the same synchronization. Extension Number The extension number is filled only if the number has the extension separator value ‘x’ or ‘-’, (as defined in the groupware profile). The extension number is identified as the number starting after the last instance of the defined extension separator up to the end. When the extension number is synchronized from SAP CRM to Microsoft Outlook, the extension separator is used to separate it from the phone number. Phone Number The phone number is identified as the number that remains after removing the ISD code and extension (if entered). This also includes the area code (if entered). This number is synchronized unchanged to SAP CRM.

Example Supported Formats +49 9886345342 x 4352 [required extension separator is ‘x’]

Page 55: Client Gwi

7 Appendix

10 2010 55

+49 9886345342 – 4352 [required extension separator is ‘-’] +49 9886345342 +49 (080)9886345342 X 3423 [required extension separator is ‘x’] +49 (080)9886345342 – 3423 [required extension separator is ‘-’] +49 (080)9886345342 +49(080)9886345342 x 3234 [required extension separator is ‘x’] +49(080)9886345342 – 3234 [required extension separator is ‘-’] +49(080)9886345342 9886543234 (ISD code is derived from the default country in SAP CRM) Non-Supported Formats <ISD code>9886543234 +499886345342 (no space after the country code) 49(080)9886345342 (no plus sign (+)) +49(080)9886345342 x 3234 [required extension separator is ‘-’]

Determination of Extension Separator in Groupware Profile (Administrators) As an administrator, you determine which extension separator value is used in SAP GUI transaction GWIPROFILE, for the parameter ExtensionSeparator. You enter x or –.

7.6 Time zone handling for Tasks Since groupware users can be working in different time zones, accessing the same data and interacting with each other, time zones are taken into account for tasks. Time zones are not maintained in the profile; instead the groupware client reads the local system time zone, converts to UTC and uses it for synchronization of tasks.

Page 56: Client Gwi

7 Appendix

56 10 2010

If the time zone in SAP CRM and the groupware client are different, task times shift accordingly. While this is logically consistent, this can be confusing because the start date or due date may change.

Example SAP CRM Time Zone is CET and Groupware Client Time Zone is UTC – 06:00. A Task created in CRM with the start date 13-October-2011 and due date 13-October-2011, it will be synchronized to groupware client with start date as 12-October-2011 and due date as 12-October-2011 because of time zone shift. Since a task is always scheduled as an all-day event there is no time factor associated with it.

7.7 Time Zone Handling for All Day Appointments (Events) An appointment created in the groupware client always uses the local system time zone. During synchronization, the time zone from the date profile of the relevant transaction type is used for creating an appointment in SAP CRM. A business user has the local system time zone Pacific Time. During synchronization, the appointment is created in SAP CRM with the same time zone (Pacific Time). If the time zone in the business user's SAP CRM Web Client UI is also set to Pacific Time, the date-time span remains the same as in the groupware client. If not, the all-day event moves to adjust to the different time zone.

Example Case 1

CRM Web Client UI Time Zone: CET Groupware Client Time Zone: CET

All Day Type CRM to Groupware Client Groupware Client to CRM

Single All Day

Single All day appointment is created in groupware client with the same start and end date as CRM web client.

Single All day appointment is created in CRM with the same start and end date as CRM web client.

Multiple All Day

Multiple All day appointment is created in groupware client with the same start and end date as CRM web client.

Multiple All day appointment is created in CRM with the same start and end date as CRM web client.

Page 57: Client Gwi

7 Appendix

10 2010 57

Case 2

CRM Web Client UI Time Zone: CET Groupware Client Time Zone: UTC – 08:00 (Pacific time)

All Day Type CRM to Groupware Client Groupware Client to CRM

Single All Day

Single All day appointment created in CRM on 10th of a month; it will be synchronized to Groupware Client as a normal appointment with start date as 9th 15:00 and end date as 9th 15:00 due to time zone shift.

All Day is lost after synchronization. In case of Outlook 2010, all day will be retained.

All day appointment from Groupware Client is always synchronized to CRM with Groupware client time zone.

In web UI the date is shifted when viewed from a different time zone other than the Groupware Client time zone.

Multiple All Day

Multiple All day appointment created in CRM from 10th to 12th (3 day event); it will be synchronized to Groupware Client as a normal appointment with start date as 9th 15:00 and end date as 12th 15:00 due to time zone shift.

All Day is lost after synchronization. In case of Outlook 2010, all day will be retained.

All day appointment from Groupware Client is always synchronized to CRM with Groupware client time zone

In web UI the date is shifted when viewed from a different time zone other thasn the Groupware Client time zone.

Lotus notes do not allow modification of a normal appointment spanning above 24 hrs. , hence SAP recommends to maintain the same time zone in both SAP CRM and Lotus for all day appointments. When synced from different time zone the date might get shifted according to time zone set.