faq list gwi v7 final

SAP CRM 2007

Groupware Integration- Client based GWI- One to One Email

Integration

Document Frequently askedquestions

Owner Martin Dauer

Version 1.0.07

Status Final draft

Start Date July 2007

History

FAQ for GWI

© 2005 SAP AGNeurottstr. 16D-69190 Walldorf

FAQ for Groupware IntegrationVersion: 1.0Document Date: 18-06-2007

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FAQ

Table of Contents

1 PRELIMINARY REMARKS .......................................................................................................................... 3

2 CLIENT-BASED GROUPWARE INTEGRATION....................................................................................... 4

2.1 TECHNICAL QUESTIONS ........................................................................................................................... 42.1.1 Customer specific defaults for local properties .............................................................................. 42.1.2 Replication of different text or data types ....................................................................................... 42.1.3 Custom data sets .............................................................................................................................. 42.1.4 Local setting ...................................................................................................................................... 52.1.5 Setup package .................................................................................................................................. 52.1.6 Different time zones ......................................................................................................................... 52.1.7 Multilanguage support of groupware clients ................................................................................... 52.1.8 Access Control .................................................................................................................................. 62.1.9 Data mapping.................................................................................................................................... 62.1.10 Outlook and Lotus notes support ...............................................................................................122.1.11 Groupware with mobile sales .....................................................................................................132.1.12 Server GWI & Client GWI ...........................................................................................................132.1.13 How can I enable the synch from the MS Outlook screen .......................................................132.1.14 Customizing .................................................................................................................................142.1.15 History Handling ..........................................................................................................................15

2.2 FUNCTIONAL QUESTIONS ........................................................................................................................162.2.1 Invitations handling in appointments ..............................................................................................162.2.2 Contact linked to multiple accounts................................................................................................172.2.3 Remove entry from exception list ...................................................................................................172.2.4 Contact versus account synchronization .......................................................................................182.2.5 Account identification for Contact transfer from GW to CRM .......................................................182.2.6 How are Contact replicates handles when transfering from GW to CRM ...................................192.2.7 Support of Attachments...................................................................................................................192.2.8 Functional deviations between MS Outlook and Lotus Notes ......................................................192.2.9 Supported Versions .........................................................................................................................212.2.10 Supported objects .......................................................................................................................222.2.11 Country identification...................................................................................................................222.2.12 Deletion of content in Groupware...............................................................................................232.2.13 With Contacts/Activities/TasksEmails ........................................................................................232.2.14 Archive / delete in CRM ..............................................................................................................23

2.3 OTHER QUESTIONS ................................................................................................................................252.3.1 Detailed information about the client based Groupware Integration............................................25

3 E-MAIL INTEGRATION ...............................................................................................................................26

3.1 DOES SENDING OF EMAIL FROM SAP CRM RESULT IN THE USE OF THE USER'S SIGNATURE INOUTLOOK/NOTES?..............................................................................................................................................26

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1 Preliminary remarks

SAP CRM supports customers when integration their Sales processes into groupware platforms by varioustechnical solutions.

CRM Product Available solution

Mobile Sales since rel. 2.03c Client based integration between MSA and LotusNotes/MS Outlook for replication of activities. Thisintegration can not run parallel to any otherintegration solution

CRM Online Release 3.1, 4.0 and 5.0 Server-based GWI using a JAVA based Mapbox forbidirectional replication of contacts and activities.

Contact replication is supported unidirectional onlyin CRM 3.1 and when using GWA02 (recommendedsite type)

CRM Online Release 2006s and 2007 Server-based GWI using a JAVA based Mapbox forbidirectional replication of contacts and activities.

Contact replication is supported unidirectional onlyin CRM 3.1 and when using GWA02 (recommendedsite type)

Client based integration between CRM Server andLotus Notes/MS Outlook for replication of contactsactivities. This is a client to server integrationscenario.

This document focuses on questions around the client based groupware integration solution (groupwareclient to CRM server) that customers can use from with SAP CRM 2006s only.

The second part of this document covers most recent questions around One to One Email Integration.

Note:

1. Questions related to server-based groupware Integration are not included in this document. Aserver specific FAQ document is available.

2. CRM customizing or other integration solutions like server based GWI or DUET are not subject tothis document.

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2 Client-based Groupware Integration

2.1 Technical questions

2.1.1 Customer specific defaults for local properties

Question:How does a customer define customer specific defaults and can change them at a later stage after havingdeployed?

Answer:1. Customers can default some settings and provide a unique installation package to their users.

2. Future plans are to allow defining theses configuration parameters in a XML file.

3. Settings in a live running system can not be changed from corporate other than fresh install on theclient.

2.1.2 Replication of different text or data typesQuestion:How can a customer define which text types are replicated to groupware? More general, is it possible tocustomize which project specific customizing is being synchronized (text types, date types,…)?

Answer:This function is available from CRM 5.1 SP04 onwards and also available in CRM 5.2 SP00 and later.Older Releases do not support this function.

2.1.3 Custom data setsQuestion:How do we handle with custom date sets?

Answer:Currently this is not possible, as we exchange Planned Dates (From Date and To Date) of Activities, andthis is hard-coded. Possibly this could be customized in a future release.

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2.1.4 Local settingQuestion:Where are the local settings stored? Can the user access the settings when logging in on a colleaguescomputer? Is it possible to administer multiple local settings on one computer?

Answer:The blueprints of the local settings are saved under HKEY_LOCALMACHINE and with every user startingto use Groupware sync these settings are transferred to HKEY_CURRENT_USER. This allows multipleusers to use the same machine but local settings are not reflected when the users logs in to anothermachine.

2.1.5 Setup packageQuestion:

Where is the setup package located?

Answer:

1. Logon to CRM server2. Transaction se803. Choose BSP Application4. Search for CRMCMP_GW_WC5. Under the folder MIMEs, there is setup.exe

2.1.6 Different time zonesQuestion:How does the system handle different time zones? E.g. the user normally working in Germany carries hislaptop a replicate when being in USA.

Answer:

It is supported in the synch settings. Time zone information is transferred in addition to any activity toensure consistency in a global environment.

2.1.7 Multilanguage support of groupware clientsQuestion:How does the system handle different language versions of the groupware client in a Multilanguageenvironment?

Answer:

The long texts are used for mapping titles. There is a basic difference in the way Outlook handles Titles ascompared with SAP CRM. In outlook, the Title field is an Editable DDLB -- which means that the user canchoose existing titles or add something totally new. But in SAP CRM, the title field is a fixed DDLB, thedata for which is setup in customizing. For GW Sync, we pick up the long text from the Outlook Title field

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and try to map it to the available list of titles. So if a given title's long text is found on the server, then therewill be no issues.

2.1.8 Access ControlQuestion:

Does the replication take authorizations into account? It needs to be sure that GWI uses the same data likethe application UI itself.

Answer:

Currently access profiles from CRM are not supported. This is currently in development and will be madeavailable to customers in Q3/Q4 2007

2.1.9 Data mappingQuestion:Which data mappings exist? Can SAP provide information on different data mappings?

Answer:

2.1.9.1 MS Outlook

2.1.9.1.1 Appointments

Outlook Citem CRM

AllDayEvent WholeDayFlag All Day Flag

Body Description Notes

BusyStatus Transparency -

Categories Categories -

Class - -

Companies - -

Duration - -

End EndDate EndDateEndTime

EntryID UID -

Importance

isRecurring

LastModification Time LastModified LastModified

Location Location Location

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ReminderMinutesBeforeStart

Reminder -

ReminderSet

Sensitivity Classification Private Flag

Start StartDate StartDateStartTime

Subject Subject Description

(Color) Color -

2.1.9.1.2 Tasks

Outlook Citem CRM

ActualWork/TotalWork

-

Body Description Notes


Class - -Companies - -

Complete -

DarteCompleted Completed StatusDelegator/DelegationState

- -

DueDate DueDate DueDate

EntryID UID -Importance Priority Priority

isRecurringLastModificationTime

LastModified LastModified

Mileage/BillingInformation

PercentComplete intExtra % complete

ReminderMinutesBeforeStart

Reminder -

ReminderSet

Sensitivity Classification Private Flag

StartDate StartDate Start DateStatus Status Status

Subject Subject Description

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2.1.9.1.3 Contacts Standard fields

Outlook Citem CRMAnniversary - -

BillingNumber/Mileage

- -

Birthday BirthDate Date of BirthBody Notes Notes


Children - -

Class - -

Companies - -

CompanyName Account.CompanyName

Account

Department Department Department

FirstName FirstName First NameFullName

Gender - -

Importance - -

Jobtitle JobTitle Function

Language - -

LastModificationTimeLastName LastName Last Name

ManagerName - -

MiddleName FirstName First/Middle Name

Private - -

Profession - -

ReferredBy - -

Sensitivity - -

Spouse - -

Suffix - -

Title Title/AcademicTitle

Title / Academic Title

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2.1.9.1.4 Contacts Address fields

Outlook Citem CRM

Business-Address BusinessAddress/

-AddressCity .City City-AddressCountry Country

-AddressPostalCode ZIP

-AddressPostOfficeBox -

-AddressState State Region

-AddressStreet Street Street / Number

Home-Address HomeAddress/

-AddressCity .City City

-AddressCountry Country

-AddressPostalCode ZIP-AddressPostOfficeBox -

-AddressState State Region-AddressStreet Street Street / Number

2.1.9.1.5 Contacts communication lines

Outlook Citem CRM

Business-TelephoneNumber WorkPhone Business Phone / Extension-FaxNumber WorkFax Business Fax / Extension

MobileTelephoneNumber WorkMobilePhone Business Mobile

Email1Address WorkEmail Business E-mail-HomePage /

WebPage

WebAddress Business Web Page

Home-TelephoneNumber HomePhone Private Phone / Extension

-FaxNumber WorkFax FAX Private Fax / ExtensionEmail2Address/Email3Address

- Private E-mail

PersonalHomePage - Private Web Page

All other phone numbers - -

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2.1.9.2 Lotus Notes

2.1.9.2.1 Appointments

Lotus Citem CRMAppointmentType WholeDayFlag All Day FlagBody Description Notes


EndDateTime EndDate EndDateEndTime

NoteID UID -

Importance Priority Priority

Recurring InformationLastModified LastModified LastModified

Location Location Location

$AlarmTime Reminder -ReminderSet

OrgConfidential Classification Private FlagStartDateTime StartDate StartDate

StartTimeSubject Subject Description

2.1.9.2.2 Tasks

Lotus Citem CRMBody Description Notes

Categories Categories -CompletedDateTime -

DueDateTime DueDate DueDate

NoteID UID -Importance Priority Priority

Repeats

LastModified LastModified LastModified- intExtra % complete

Alarms - -OrgConfidential Classification Private Flag

StartDateTime StartDate Start Date

DueState Status StatusSubject Subject Description

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2.1.9.2.3 Contacts Standard fields

Lotus Citem CRMAnniversary - -

Birthday BirthDate Date of Birth

Comment Notes Notes


Children - -

CompanyName Account.CompanyName

Account

Department Department DepartmentFirstName FirstName First Name

FullName

Jobtitle JobTitle FunctionLocation - -

LastModifiedLastName LastName Last Name

Manager - -

MiddleName MiddleName Middle NameSpouse - -

Suffix - -

Title Title/AcademicTitle

Title / Academic Title

2.1.9.2.4 Contacts Address fields

Lotus Citem CRM

BusinessBusinessAddress BusinessAddress/

OfficeCity .City CityOfficeCountry Country

OfficeZip ZIP

OfficeState State RegionOfficeStreetAddress Street Street / Number

HomeHomeAddress HomeAddress/

City .City CityCounty Country

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Zip ZIP

State State RegionStreet Street Street / Number

2.1.9.2.5 Contacts communication lines

Lotus Citem CRM

BusinessOfficePhoneNumber WorkPhone Business Phone / Extension

OfficeFAXPhoneNumber WorkFax Business Fax / Extension

CellPhoneNumber WorkMobilePhone Business MobileMailAddress WorkEmail Business E-mail

WebSite WebAddress Business Web Page

HomePhoneNumber HomePhone Private Phone / ExtensionHomeFAXPhoneNumber WorkFax Private Fax / Extension

2.1.10 Outlook and Lotus notes supportQuestion:Does the client based groupware Integration support MS Outlook 2007?

Answer:Currently MS Outlook XP and MS Outlook 2003 are supported. Outlook 2007 support is planned for CRM2007.

Question:Does the client based Groupware Integration support Lotus Notes and what versions are supported?

Answer:

Currently Lotus Notes is supported with Version 6.5 and 7.0

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2.1.11 Groupware with mobile salesQuestion:

Does the Client Groupware Integration work when Mobile Sales is installed?

Answer:

The Client based groupware Integration supports this as of CRM 5.2 SP01. The client installable versionwhich supports this in V 3.027

2.1.12 Server GWI & Client GWIQuestion:What is the difference between Server GWI & Client GWI?

Answer:There is a separate document that compares the capabilities of the server and client based groupwareIntegration Packages

2.1.13 How can I enable the synch from the MS Outlook screen

1. Login to the SAP CRM backend2. Go to transaction – smicm3. Go to the menu option : GoTo parameters Display

4.5. In the Services tab, make a note of the PORT number for HTTPS protocol. In this case

it is 443776. In the same screen, scroll to the bottom of the screen

7.8. Copy the host_name_full parameter, in this case it is usai2q6d.wdf.sap.corp9. Concatenate these two values in the form <server_name>:<port number>

a. In this case it is

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i. usai2q6d.wdf.sap.corp:4437710.Now, Open the Sync settings window, as shown below.

11.Enter the concatenated string from the step 9.a.i in the field Server12.Enter the client value in the field Client13.Enter the User ID and the Password used to login to the SAP CRM backend14.These steps are necessary to perform the Sync from within Outlook

2.1.14 CustomizingQuestion:

Where I can find the customization for groupware integration and what is the content of this customization?

Answer:

The customizing is part of the IMG environment. This can be accessed using transaction SPRO in CRMSAP GUI under the link

Customer relationship Management CRM Middleware and Related Components Settings for Clientbased Synchronization

Note: Since on-premise CRM is to be a basis for CRM on-demand, this customizing is also used for CRMon-demand. Moreover default settings are equally valid both for CRM and CRM on-demand.

Here are some of the settings:

Property name Defaultvalue

Description

DEFAULT_APPT_PROC_TYPE 0000 Default transaction type for newappointments

DEFAULT_TASK_PROC_TYPE 1003 Default process type for new tasks

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REL_NAME_MY_ACCOUNTS CXP001 Relation for accounts of interest

REL_NAME_MY_CONTACTS BUR011 Relation for contacts of interest

1. DEFAULT_APPT_PROC_TYPE

Normally when one creates a new appointment in CRM he can choose a process type in the popup(for example, "Business Activity", or "Meeting"). Since there is no opportunity to ask the user for thatduring synchronization we have to define a process type to be used by default when creating newappointments.

2. DEFAULT_TASK_PROC_TYPE

Similar to appointments.

3. REL_NAME_MY_ACCOUNTS

The property contains the name of relation between account and employee which is used to markaccounts relevant for contact synchronization. All the contacts assigned to the accounts that arerelevant for current user (employee) are considered for synchronization. Actually through this relationyou mark the contacts relevant for synchronization but you may mark only the group of contactsbelonging to any account as a whole.

4. REL_NAME_MY_CONTACTS

The property contains the name of relation between contact and employee which is used to markcontacts relevant for synchronization. All the contacts having this relation with the current user(employee) are considered for synchronization. On the contrary to REL_NAME_MY_ACCOUNTS thisproperty allows you to mark particular contacts that should be synchronized individually.

2.1.15 History Handling

2.1.15.1 History Flat FilesQuestion:

How is the information, which entities were already synchronized stored and where it is stored?

Answer:

The history stores the information which entities were already synchronized to which entity on the otherside and when the last update occurred. Without this information the link between two entities would belost, hence both appointments/tasks/contacts would be treated as new entities. Which would mean thedata would be doubled.

So it is crucial that this information is preserved, even after data loss.

As for the standard you will find the history flat files under the following folder:

C:\Documents and Settings\<user>\Application Data\MSA

Assuming that it is an English operation system (local adaptations otherwise).

Within this folder there are up to 3 files storing the history information. They are named as follows:

<ProfileName>his<EntityName>.syc

Where EntityName in {“app”,”tsk”,”cont”}

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Additionally a file storing the date and time of the last synchronization is generated.

2.1.15.2 History Tables on ServerQuestion:

Is there any backup mechanism for history available with information which entities were alreadysynchronized?

Answer:

Because of two reasons we decided to add a backup mechanism for the history information.

1. The first reason was described above, if the flat files are deleted, or the complete compute gotcorrupted/stolen/lost, the links between the entities would be no more available and hencesynchronization would double the data.

2. Second issue is if the user is synchronizing on two (or more) different machines with the sameOutlook folder and same CRM system/user. The history information might be stored on the othercomputer and hence the history information on this machine would be outdated.

Consequently the following process occurs:

1. Load history flat files

2. Ask server whether there are new entries after the last synchronization date stored in the historyflat file. If 1. was not successful all data is requested

3. Add history data returned from server to internal collection. This information will be written to localflat file after the synchronization, in case a change occurred.

The history information is stored in the following tables:

CRMD_ACT_SYHST - history

CRMD_ACT_SYEXC - exception list

2.2 Functional questions

2.2.1 Invitations handling in appointmentsQuestion:How are invitations handled in CRM?

Answer:

Currently SAP CRM does not support the handling of invitations using the client based groupwareintegration. Appointments with multiple attendees are replicated as single appointments for every CRMuser. External attendees are not supported.

The replicated appointment in groupware contains the attendee list in the text block for information.

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2.2.2 Contact linked to multiple accounts

Question:How are contacts handled that are linked to multiple accounts?

Answer:Only one relationship is supported. The client replication always takes the first Account Contact relationthat is found.

2.2.3 Remove entry from exception listQuestion:

How can the user access the exception list to remove an entry from there?

Answer:

Steps to see the exception List temporarily, during the next time Sync is performed

1. Open Outlook. Navigate to the menu Tools Options, and navigate to the tab “SAPCRM Calendar Properties” as shown below.

2. Click on Options to open up the Synchronization Settings window. Navigate to theMiscellaneous Tab, as shown below.

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3. Check the “Temporarily Include Exception List Entries”.4. Next time the Synchronization is performed, the entries added to the Exception List

will be shown in the Conflict resolution window.

2.2.4 Contact versus account synchronizationQuestion:

How is contact versus different account types synchronized? If synchronization is based on partnerfunction types, which are used?

Answer:

1. Business Partners of type cooperation’s like accounts are not synchronized

2. Contacts are synchronized including company information like address or communication information.

3. As the replication does not support accounts to date the synch option can only be switched for contacts.The definition for contacts can be different from activities.

Note: currently the application does not rule out if users update accounts in CRM and transferred thecorresponding contacts with account data to Groupware.

2.2.5 Account identification for Contact transfer from GW to CRMQuestion:When users create a new contact with company information in Groupware and replicates this to CRM. TheCRM system searches if an account is already found. Based on which fields is this retrieval working to findthe account

Answer:While performing the sync of a new contact created in (Outlook / Lotus) to SAP CRM, before bringing upthe Conflict resolution screen, the system send out a Account Search request to the server, picking up the"Company Name" field from Outlook. A wild card search is fired for fetching a list of accounts. For each

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account found the system pick up the addresses also and display all of this in the Conflict resolution screenunder the tab "Contacts", in the middle column, which is a dropdown listbox.

Question:

How can customers manage that only new contacts can be uploaded to CRM for existing accounts but notalong with new accounts?

Answer:Today if users are not allowed to create accounts in CRM, the creation of accounts AND contacts fromGroupware is blocked. Activities are handled similarly. Currently not supported is the creation of contactsfor existing account while blocking for new accounts.

2.2.6 How are Contact replicates handles when transfering from GW to CRM

Question:What are the rules the sync follows to find if a contact already exists when it is newly created in Outlookand synched to CRM?

Answer:Currently there is no duplicate check on contacts.

2.2.7 Support of AttachmentsQuestion:

Will attachments be supported in future releases as well?

Answer:

The transfer of attachments is supported since CRM 5.1 SP04 for contacts, appointments and tasks. Thisincludes the replication to and from MS Outlook only.

Regarding file size there is no physical limit in the client based integration. Nevertheless replicating biggerattachments may slow down the replication procedure.

2.2.8 Functional deviations between MS Outlook and Lotus NotesQuestion:

Are there any differences between functions supported in MS Outlook and Lotus Notes?

Answer:

MS Outlook support currently includes three features that are not available in Lotus Notes.

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2.2.8.1 No Attachments for Lotus Notes

Currently the transfer of attachments is not supported with Lotus Notes. This is due to technical issues withthe Lotus Notes API that the groupware integration package uses.

2.2.8.2 No local settings available in Lotus Notes UIWhen installing the synchronization software for MS Outlook the user can access the local settings byopening the options dialog in the MS Outlook Extras Menu. A new tab labeled with “SAP CRM CalendarProperties” appears where users can open and maintain the groupware specific options.

This function is not available in the Lotus Notes UI and has to be accessed by using the corresponding linkin the SAP CRM WEB UI

2.2.8.3 No synch button available in Lotus Notes UI

When installing the synchronization software for MS Outlook the user can directly start the synchronizationprocess by pressing a specific button in the MS Outlook toolbar.

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This function is not available in the Lotus Notes UI. The user can click the corresponding “synchronize”button in the SAP CRM WEB UI to start the synchronization procedure.

2.2.9 Supported VersionsQuestion:

What MS Outlook and Lotus Notes Versions are supported for synchronization?

Answer:

See supported versions above in chapter Outlook and Lotus notes support

Lotus Notes 5.i may work at least for appointments and tasks but is no more tested.

Due to the high number of different Lotus Notes versions, which of course can not be tested separately,there may be the case that problems occur with one specific sub version of Lotus Notes.

Question:What SAP CRM Versions are supported for groupware integration?

Answer:

Currently the following versions are supported:

CRM on Demand

Wave 1 : Synchronization of appointments and tasks, English and German only

Wave 2 : Same for all supported languages

Wave 3 : Same as above plus contact synchronization

Wave 4 : Addition of attachments

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CRM

CRM 5.1 SP05 as of CoD Wave4

CRM 5.2 SP00 onwards

2.2.10 Supported objectsQuestion:What objects are supported by the groupware synchronization?

Answer:The Groupware Synchronization supports the following objects:

2.2.10.1 Groupware Appointments versus CRM Activities

The synchronization maps appointments in Outlook/Notes to activities of class/category appointment inCRM. This does not include occurrences (and exceptions) of meeting series in the Groupware System.

Activities in CRM which hold a different category in CRM but appear in the CRM Calendar (based on theClass F- Appointment for appointment and H – tasks for Task) will be synchronized to Groupware also, thecategory will remain after any synchronization (but no recreation) back from the Groupware system.

2.2.10.2 Groupware Tasks versus CRM Activities of type taskThe synchronization of a groupware task to CRM will lead to the creation of an activity of category task.

All activities with screen type ‘task’ will be encountered for synchronization from CRM to GW.

2.2.10.3 Groupware Contacts versus CRM Contacts

A contact in the groupware system is mapped to a contact in CRM.

A contact in a groupware system is typically a flat object holding a couple of attributes as email1, email2,name, company name, etc. The same data is stored in CRM in a couple of objects as the account andhome/business address.

Some of these objects are independent of each other and only linked together. So it is possible, that part ofthe groupware contact is created at the server (e.g. the contact itself, but the account data is missing ordue to errors not created. So it is possible that errors occur on every level of the exchange.

Error messages which come back from the server are handled differently. If an error is returned at toplevel, the normal error handling of the synchronization is executed, which means that the contact is markedas not synched. In case there are error messages at lower levels (e.g. only the address could not becreated), these messages are collected and shown after the synch only as warning. The contact item itselfis marked as synched, because there is no special handling of the different parts of a contact item.

The possibility to treat the different areas of a contact separately with own states remains as developmentrequest for future implementations.

2.2.11 Country identificationQuestion:

How CRM matches the short or long text of the country from MS Outlook/Lotus Notes?

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Answer:

Within CRM the country is a mandatory field. Unfortunately it is not always the case that the country inOutlook / Notes matches the short or long text of the country in CRM. To reach a maximum of uploadedaddresses the following processes are triggered:

1. Country field is filled

a. Country field matches short text of the country (e.g. “DE”)

b. Country field matches long text of a country in any language (e.g. “Deutschland”)

c. Country field is found in a file “countries.txt” located in form folder (example see below)

d. If there is no such file is available the part for USA as shown below will be checked bycode.

2. Country field is empty but required since other address fields are available

a. Country specified in the sync customizing is used

b. Country of the employee of the logged in user is chosen (if available)

Example for a countries.txt file[US]United States of AmericaUSAUnited States[DE]DeutschlandBundesrepublik DeutschlandBRDDDR

2.2.12 Deletion of content in Groupware

2.2.13 With Contacts/Activities/TasksEmails

Question:

How new and deleted entities are identified in groupware and CRM? Does deleting in Outlook/Notesalways result in a delete in CRM? The issue would lose of customer history in CRM

2.2.14 Archive / delete in CRMTo my understanding from previous products with Outlook integration, Outlook use to see auto achieve asa "delete" of an appt - does this result in a delete within SAP CRM?

2.2.14.1 Change detection

Question:How new and deleted entities are identified in groupware and CRM?

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Answer:For new and deleted entities the question how they are identified is straight forward. New are all entitieswhich are found either on Groupware side or in CRM, but have no counterpart within the history. If there iscounterpart in the history but the entry is missing on one side it must be obviously deleted. In case ofappointments it has to be checked first whether the appointment has been moved to a timeslot, which isnot in the current timeframe.

However, detection of changed objects is not that straight forward and may lead to unwanted results. Ingeneral the following rules apply:

All entities hold a flag “LastModified” which is used for the detection of changes. If the LastModifieddate of the object is newer then the datetime stored in the history, then it must be changed.Please note that this gives no feedback on which attribute the change occurs and whether thechanged attribute is actually part of the synchronization.

In the Groupware system any reaction to a reminder is typically stored in the object andconsequently treated as change leading to a re-synchronization of the appointment / task.

A change on a series may be treated as a change on every occurrence and leads to asynchronization of changes on all occurrences in the time frame

Related objects as opportunity, Business Partner, Contact person, campaign, etc are actually notpart of the change detection process for appointments and tasks. This means if e.g. the status ofan opportunity is changed, whilst the activity (which holds a reference to the opportunity) remainsunchanged, the activity will not be synchronized to Outlook / Notes. If the attribute of the relatedobject is now displayed together with the appointment in the GW system, it may be not consistentwith the actual data in CRM.

2.2.14.1.1 Address Handling for Contacts

The handling of addresses of contacts is not so simple. The way down from the server to the client is quitesimple: the data is sent to the client and there overwritten or created. But the way from the client to theserver is pretty complicated. There are two main issues:

On client side the account data includes only the name and address/phone data. There is no IDstored for the account, so for every synch of this item we have to find the matching account on theserver.

The business address (and other business related data, like the job title) of the contact is also notlinked to an ID. So we have to check for the address on the server also and try to find the existingone.

If a contact is created or changed on the client, the following steps are done:

If there is only private/home data (home address, home phone, etc), no special handling isnecessary.

If there are BP related data (account name, work address, work phone & co), a request is sent tothe server to get all addresses which are linked to the account name. If the account name is emptya name is built from “<” + contact name + “>”. If there is no exact matching account on the serverthe same is done for accounts where the account name on the client is only part of an accountname at the server.

The returned list of addresses is now evaluated. If an account name and an address is matching(street and city), this account and address is used.

If there is no direct matching, the possible addresses are added to the contact entry at the conflictresolution screen. The user is then able to select one of the combinations of account name andbusiness address via a combo box.

Additionally the user can decide that none of the existing entries is correct and choose either anexisting account but with the current (new/changed) address from the client system or a complete

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new account with the new address. In this latter case a new account is created on the server, evenif the contact already exists while in the first case only a new address for the account is createdand linked to the contact. If the address contains no country information the mechanism fromsection Error! Reference source not found. Comes into play.

If an existing account was chosen, this is used for the contact; the account GUID is sent to theserver together with the contact data. If an existing address of an account was chosen, theaddress GUID is sent to the server also. In all other cases new objects (for account/address) arecreated on the server.

This handling can lead to problems which are not solved yet:

If more than one contact is to be synched the first time for the same account (e.g. many contactpersons for the same company), there is no way to avoid a multiple creation of the same account.(Except for first uploading just one contact and then do a second synch for the rest of thecontacts–-now with an existing account on the server.

If an existing contact gets a new address on the client and is synched, the system cannot decide, ifonly this contact has a new address (because perhaps he moved alone to a different office) or if allcontacts on the server for this account/address should be moved (because the complete office ismoved). Today if a contact has a changed address, this address is created for the account (if notalready existing) on the server and only this contact is linked to the new address. It would be fineto be able to decide if all or only this one contact should be moved.

The complexity of the issues stated above exceeds the features of a standard combo as used in theconflict resolution screen. Instead we might provide a window which could be opened by a small buttoninstead of the drop down arrow. In this window all possibilities could be provided: the list of accounts andtheir addresses, decisions with respect to changed addresses and so on. On the other hand this couldexceed the abilities of a “normal” user.

2.3 Other questions

2.3.1 Detailed information about the client based Groupware IntegrationQuestion:

Where can I find more detailed information about the client based Groupware Integration?

Answer:No answer available.

FAQ for GWI



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3 E-Mail Integration

3.1 Does sending of email from SAP CRM result in the use of theuser's signature in Outlook/Notes?

Still in work