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

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

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 SAPs 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

Typographic Conventions
Type Style Example Text Description 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 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. 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. Exact user entry. These are words or characters that you enter in the system exactly as they appear in the documentation. Variable user entry. Angle brackets indicate that you replace these words and characters with appropriate entries to make entries in the system. Keys on the keyboard, for example, F2 or ENTER.

Icons
Icon Meaning Caution Example Note Recommendation Syntax

EXAMPLE TEXT

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.

Example text

Example text

<Example text>

EXAMPLE TEXT

Installation Guide

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

10 2010

1 Introduction

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.

10 2010

2 Preparation

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 havent 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

10 2010

3 Server-Side Settings

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.

10 2010

3 Server-Side Settings

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 BLOCK_CONT_NEW_(SPECIFIED BUSINESS ROLE) Description 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. This blocks the creation of all new accounts. This blocks the creation of a new

BLOCK_ACNT_NEW_(SPECIFIED BUSINESS ROLE) BLOCK_ACNT_ADDR_NEW_(SPECIFIED

10 2010

3 Server-Side Settings

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

address for an existing account. 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. 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. 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. 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. 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. 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. Defines the status of the task which is maintained in Microsoft Outlook. This status of the task refers to the

DEFAULT_TASK_PROC_TYPE

DEFAULT_APPT_TEXTTYPE

DEFAULT_CONT_TEXTTYPE

DEFAULT_TASK_TEXTTYPE

DEFAULT_TASK_CANCELLED

DEFAULT_TASK_COMPLETED

10 2010

3 Server-Side Settings

'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. 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. Defines the number of search items for an account to be displayed in 'Relate to CRM' search results. Defines the number of search items for a contact to be displayed in 'Relate to CRM' search results. Defines the number of search items for an employee to be displayed in 'Relate to CRM' search results. Defines the number of search items for an Reference document to be displayed in 'Relate to CRM' search results Defines the relationship category of employee responsible for accounts. Defines the relationship category of employee responsible for contact. 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

DEFAULT_TASK_OPEN

MAX_SEARCH_HITS_ACCOUNT

MAX_SEARCH_HITS_CONTACT

MAX_SEARCH_HITS_EMPLOYEE

MAX_SEARCH_HITS_REFDOC

REL_NAME_MY_ACCOUNTS REL_NAME_MY_CONTACTS GWIPROFILELANGUAGE

10

10 2010

3 Server-Side Settings

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.

10 2010

11

3 Server-Side Settings

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.

12

10 2010

3 Server-Side Settings

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.

10 2010

13

3 Server-Side Settings

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.

14

10 2010

3 Server-Side Settings

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 AccountSearchResults AddressDelimiter

Description Value should be always empty. 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

Corresponding Client Side field mapping Search result columns.

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.

10 2010

15

3 Server-Side Settings

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

16

10 2010

3 Server-Side Settings

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

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.

10 2010

17

3 Server-Side Settings

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

18

10 2010

3 Server-Side Settings

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. This value corresponds to the Attachments checkbox for Appointments in the Synchronization tab in the synchronization settings screen. Search result columns. This value corresponds to the Select checkbox for Contacts in the Synchronization tab in the synchronization settings screen. This value corresponds to Creation checkbox in the Conflicts and Confirmation tab in the synchronization settings screen. This value corresponds to the Client field in the CRM Server tab in the synchronization settings screen. This value corresponds to the Server & Port fields in the CRM Server tab in the synchronization settings screen. This value corresponds to the End Date fields in the Synchronization tab

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.

ContactSearchResults ContactSyncEnable

Value should be empty. True - Contact synchronization enabled. False - contact Synchronization disabled.

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. The SAP CRM server client number.

CRMClient

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

DefaultEndDate

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

10 2010

19

3 Server-Side Settings

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

in the synchronization settings screen.

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

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

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

DownloadContactsFrom CRM

EmployeeSearchResults EnableAutoSync

Value should be empty. True: Enable auto synchronization feature False: Disable auto synchronization feature

Search result columns. 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

20

10 2010

3 Server-Side Settings

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 EnableSSOAuthenticatio n True: Enable single sign on feature False: Disable single sign on feature This profile parameter corresponds to Enable Logging checkbox in the Advanced tab in the synchronization settings screen.

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

10 2010

21

3 Server-Side Settings

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

LanguageModifiable

0 The language drop down is noneditable 1 The language drop down is editable. By default, the language drop down is editable.

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. 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.

LogonSyncEnable

MaxNoOfContactToBeS ynced

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

NextDays

22

10 2010

3 Server-Side Settings

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. This profile parameter corresponds to Created in SAP CRM option in the Advanced 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. 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. Value should be empty. When appointments are synchronized from CRM to Groupware, by default the reminder value is set to the value defined for this parameter.

PrivateHandlingGroupwa re

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

ReferenceDocSearchRe sults Reminder

Search result columns. 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 userunchanged items appear as changed.

10 2010

23

3 Server-Side Settings

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 True: Shows synchronization result when its completed. False: No Synchronization result window. 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. This profile parameter corresponds to Start synchronization every checkbox in the Auto Synchronization tab in the synchronization settings screen. This profile parameter corresponds to the SyncDirection field for Appointments in the Synchronization tab in the synchronization settings screen. This profile parameter corresponds to the

ShowSyncResult

SyncAtComputerIdle

SyncAtInterval

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

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

SyncDirecContact

24

10 2010

3 Server-Side Settings

GW to CRM: Synchronize contacts only from GW to CRM Both: Synchronize contacts from both CRM to GW. 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 is the numeric value and should always be more than 5.

SyncDirection field for Contacts in the Synchronization tab in the synchronization settings screen. This profile parameter corresponds to the SyncDirection field for Tasks in the Synchronization tab in the synchronization settings screen. This profile parameter corresponds to value of Start synchronization every field in the Auto Synchronization tab in the synchronization settings screen. This profile parameter corresponds interval unit of Start Synchronization for every field in Auto Synchronization tab. Specify the days for Synchronization This value corresponds to the Attachments checkbox for Tasks in the Synchronization tab in the synchronization settings screen. This value corresponds to the Select checkbox for Tasks in the Synchronization tab in the synchronization settings screen.

SyncDirecTask

SyncInterval

SyncIntervalUnit

Minutes or Hours

SyncOnDays TaskAttachment

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

TaskSyncEnable

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

To

Values: Days Weeks Months This value depends on the Nextdays parameter which is a numeric value.

10 2010

25

3 Server-Side Settings

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

26

10 2010

4 Prerequisites for Single sign-on

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).

10 2010

27

5 Client Side functionality

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.

28

10 2010

5 Client Side functionality

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

10 2010

29

5 Client Side functionality

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.

30

10 2010

5 Client Side functionality

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.

10 2010

31

5 Client Side functionality

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.

32

10 2010

5 Client Side functionality

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) Creation in Outlook Resulting Action Confirmation Window will be shown with following options Result in Outlook -> Nothing to do Result in SAP CRM -> To be Added Sync Result -> Add to SAP CRM

Both Directions

10 2010

33

5 Client Side functionality

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.

34

10 2010

5 Client Side functionality

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.

10 2010

35

5 Client Side functionality

Table 1.2 Sync Options Show Conflict Resolution(not checked) Outlook has Priority Both Directions SAP CRM has Priority No default action (disabled) Outlook has Priority Outlook to CRM SAP CRM has Priority No default action (disabled) Outlook has Priority CRM to Outlook SAP CRM has Priority No default action (disabled) Resulting Action Update in CRM Update in Outlook Not applicable Update in CRM Update in CRM Not applicable Update in Outlook Update in Outlook Not applicable

5.3.4 Show Conflict Resolution Window option is checked.

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

36

10 2010

5 Client Side functionality

Table 1.3 Sync Options Show Conflict Resolution(checked) Outlook has Priority SAP CRM has Priority Both Directions No default action Resulting default Action Update in CRM Update in Outlook ? With 4 values in the combo. 1. 2. 3. 4. Update in CRM Update in Outlook Add to exceptionlist Skip

Update in CRM Outlook has Priority With 2 values in the combo. 1. Add to exceptionlist 2. Skip Outlook to CRM SAP CRM has Priority ? With 3 values in the combo. 1. Update in CRM 2. Add to exceptionlist 3. Skip ?

No default action

10 2010

37

5 Client Side functionality

With 3 values in the combo. 1. Update in CRM 2. Add to exceptionlist 3. Skip ? With 3 values in the combo. Outlook has Priority 1. Update in Outlook 2. Add to exceptionlist 3. Skip Update in Outlook CRM to Outlook SAP CRM has Priority With 2 values in the combo. 1. Add to exceptionlist 2. Skip ? With 3 values in the combo. No default action 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:

38

10 2010

5 Client Side functionality

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.

10 2010

39

5 Client Side functionality

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 doesnt 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.

40

10 2010

5 Client Side functionality

10 2010

41

6 Confirmation & Conflict Screen Cases

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 Creation in Outlook Creation in SAP CRM Both Directions (Auto Sync window Mail Client has priority) Deletion in Outlook Deletion in SAP CRM Modification in Outlook Modification in SAP CRM Creation in Outlook Creation in SAP CRM Both Directions (Auto Sync window SAP CRM has priority) Deletion in Outlook Deletion in SAP CRM Modification in Outlook Modification in SAP CRM Creation in Outlook Creation in SAP CRM Deletion in Outlook Outlook to CRM Deletion in SAP CRM Modification in Outlook Modification in SAP CRM Creation in Outlook Creation in SAP CRM Deletion in Outlook CRM to Outlook Deletion in SAP CRM Modification in Outlook Modification in SAP CRM Delete in Outlook No action taken Overwrite in Outlook No action taken Modify in SAP CRM No action taken No action taken Create in Outlook No action taken Resultin Action Create in SAP CRM No action taken Delete in SAP CRM No action taken Modify in SAP CRM No action taken No action taken Create in Outlook No action taken Delete in Outlook No action taken Overwrite in Outlook Create in SAP CRM No action taken Delete in SAP CRM

42

10 2010

6 Confirmation & Conflict Screen Cases

6.2 Conflict Cases (Change on both sides)

Use Conflict/Confirmation Settings configured for manual synchronization is unchecked. Table 1.5 Sync Direction Both Directions SAP CRM priority Outlook\Lotus priority Outlook to CRM SAP CRM priority Outlook\Lotus priority CRM to 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. Update in CRM Update in Outlook Update in Outlook Update in CRM Auto synchronization settings Outlook\Lotus priority Resulting Action Update in CRM

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.

10 2010

43

6 Confirmation & Conflict Screen Cases

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

44

10 2010

7 Appendix

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 Blank Fields in CRM: Street Filled Fields in CRM: City, Region, Country, Postal Code Outlook Blank Fields in Outlook: 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:

10 2010

45

7 Appendix

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

Outlook Blank Fields in Outlook: ---------------------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 Blank Fields in CRM: Business Phone, e-mail Filled Fields in CRM: Business Fax, Website Outlook Blank Fields in Outlook: Web site, Business Fax 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 Blank Fields in CRM: Street Outlook Blank Fields in Outlook: City, Region, Country

46

10 2010

7 Appendix

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

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

Outlook Blank Fields in Outlook: Street, House No, , 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.

10 2010

47

7 Appendix

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 Blank Fields in CRM: Business Phone, e-mail Filled Fields in CRM: Business Fax, Website

Outlook Blank Fields in Outlook: Web site, Business Fax 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 Blank Fields in CRM: Street Filled Fields in CRM: City, Region, Country

Outlook Blank Fields in Outlook: 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.

48

10 2010

7 Appendix

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

Outlook Blank Fields in Outlook: ---------------------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 Blank Fields in CRM: Business Phone, e-mail Filled Fields in CRM: Business Fax, Website

Outlook Blank Fields in Outlook: Web site 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.

10 2010

49

7 Appendix

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 Street City, Region, Postal Code Country

Data 13,CRM Street Chennai Tamil Nadu 600028 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

50

10 2010

7 Appendix

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. Street <blank> 13,CRM Street

Case 2: No comma used

Groupware Client: Business Address Street City, Region, Postal Code Country

Data 13 CRM Street Chennai Tamil Nadu 600028 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. Street <blank> 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 Street City, Region, Postal Code Country

Data 13 CRM Street Chennai Tamil Nadu 600028 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.

10 2010

51

7 Appendix

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

Groupware Client: Business Address Street City, Region, Postal Code Country

Data 13 CRM Street Chennai Tamil Nadu 600028 India

SAP CRM: Business Address (After Synchronization) House No. Street 13 CRM Street

Case 2: First <space> in the street description

Groupware Client: Business Address Street City, Region, Postal Code Country

Data CRM Street 13 Chennai Tamil Nadu 600028 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. Street CRM Street 13

Case 3: Comma used

Groupware Client: Business Address Street City, Region, Postal Code Country

Data 13,CRM Street Chennai Tamil Nadu 600028 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:

52

10 2010

7 Appendix

SAP CRM: Business Address (After Synchronization) House No. Street 13,CRM 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. 2. 3. 4. Go to /nGWIPROFILE transaction. Check for the parameter EnableItemLevelCheck. Default value for this parameter is 0. Item Level Check is Disabled. 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.

10 2010

53

7 Appendix

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]

54

10 2010

7 Appendix

+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.

10 2010

55

7 Appendix

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

Multiple All Day

56

10 2010

7 Appendix

Case 2
CRM Web Client UI Time Zone: CET time) Groupware Client Time Zone: UTC 08:00 (Pacific

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

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

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

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

Multiple All Day

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

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.

10 2010

57