FAQ-Groupware Integration with CRM 4.

0
Business Scenarios
Which Business Scenarios are supported in the Groupware Integration Solution of CRM 4.0 ? Which Groupware Solutions are currently supported? Is CRM Business Partner data integrated to Groupware Public Folder and/or Groupware User - Private Folder ? Is the Business Partner data integration with the Groupware Server bidirectional ? How are mySAP CRM Business Partners and mySAP CRM Activities and mySAP CRM Tasks identified in Groupware Clients ? Are attachments also replicated from CRM to groupware and vice-versa ? Are private appointments and tasks synchronized ? Are recurring appointments synchronized between CRM and Groupware Server ? Are follow-up activities and tasks to CRM Opportunities synchronized with Groupware Server ?

Components in the solution landscape and installation

What are the mySAP CRM components that are required for the Groupware Integration solution ? What is the role of SAP Mapbox and SAP Groupware Connector components in the Groupware Integration Landscape ? What are the hardware requirements of the SAP Mapbox and SAP Groupware Connector components ? Where do I download these components ? What are the platforms on which these components run ? Can SAP Mapbox be installed in the same box as CRM Server ? Can the SAP Groupware Connector be installed in the same box as SAP Mapbox ?

Can the SAP Mapbox connect to more than one CRM Servers ? Can the SAP Groupware Connector connect more than one CRM Server to the one Groupware Server or more than one Groupware Server to one CRM Server ? Are there Installation guides for these components ? If so, where do I find them ? How does the connector detect if a particular Groupware object has changed. Is this information stored in the database? Can connector send Meeting Requests to distribution lists? What Access permissions does the Lotus Domino Connector require ? What Access permissions does the Microsoft Exchange Connector require ?

Synchronization and Replication

Is the data integration between CRM and Groupware Solutions two-way ? Will all mySAP CRM Business Partners, mySAP CRM Activities and Tasks be replicated to groupware and from groupware ? Should all groupware users who receive mySAP CRM business partners, activities and tasks be mySAP CRM business partners themselves ? How is the initial loading of the global address book or the private address books done in the groupware server ?

27. Is there a possibility to filter the activities that are replicated to groupware.? Now almost every activity is replicated to groupware but I need only to replicate for instance appointments. Therefore I need to filter the activities. Where can I make sure that only the activities needed in groupware are replicated.? 28.What are the General Groupware Customizing Activities that one needs to know? 29. What are the customizing settings that can be done for an activity? 30.What are the Notes available ? 31. Do I need a direct connetion from the CRM System to the Exchange Server? (General Groupware Configuration in the Customizing)? 32. Do I have to perform any additional Configuration for the Exchange Server? 33. What to do if Userlist.xml present in the Groupware Connector does not have the required Business Partners for the synchronization?. 34. What are the various Category Settings that needs to be done for Synchronization to work in both directions?

35.What are the tests to ensure the groupware setup is being made properly with the Mapbox and the Connector. 36. When I create a Meeting Request in Groupware, How do the organizer and attendees in a Meeting Request get mapped to the roles in CRM Activity?? 37. How to stop contacts getting into Public folder or into Groupware? 38. I only want to use one-way sync i.e CRM->GW not from GW->CRM How to stop this? 39. When I create a Meeting Request in Groupware, How do the organizer and attendees in a Meeting Request get mapped to the roles in CRM Activity??

Groupware Clients
40. Would data form Custom Forms currently being used wit Microsoft Outlook or Lotus Notes be replicated to CRM? And would data be fed to these fields from CRM ? 41. There already exists a synchronization of mySAP CRM Mobiles Sales data with Microsoft Outlook and Lotus Notes. What is difference between the mySAP CRM Groupware Integration Solution and the Mobiles Sales Synchronization feature?

Questions and Answers

Business Scenarios
Which Business Scenarios are supported in the Groupware Integration Solution of CRM 4.0?
The Business Partner data and the Activity and Task data from mySAP CRM are integrated by server synchronization. Business Scenarios like Contact Management Activity Management and People/Resource planning (Workforce-Management) are supported.

Which Groupware Solutions are currently supported?

CRM 4.0 supports two very widely prevailing Groupware products namely, Microsoft Exchange 2000/2003 and Lotus Domino 5.0.x/6.x/6.5.x .

Is CRM Business Partner data integrated to Groupware Public Folder and/or Groupware User - Private Folder?
The mySAP CRM Business Partner data could be integrated with either a global address book on the Groupware Server or with the address book of individual groupware user. In the case of global address book integration, all mySAP CRM Business Partners that are meant for replication to Groupware are replicated to one global address book from where all groupware users could access the CRM Contacts. This integration is bi-directional (i.e) the new contacts that are added to the global address book or the modifications that are made to the existing contacts in the global address book is conveyed back to mySAP CRM Server. In case of private folder integration, replication rules could be set in CRM Server (Admin Console) for the mySAP CRM Business Partner data on the basis of which the individual groupware users receive the respective CRM Business Partner data in their private address book in the Groupware Server. This integration however is only uni-directional (i.e) the new contacts that are added to the private address book or the modifications that are made to the existing contacts in the private address book are not replicated back to the mySAP CRM Server. Both the global address book synchronization and the private address book synchronization could exist together.

Is the Business Partner data integration with the Groupware Server bidirectional ?
Refer to the previous question in this document.

How are mySAP CRM Business Partners and mySAP CRM Activities and mySAP CRM Tasks identified in Groupware Clients ?
The field named Category found in the contact, appointment and task screens of Microsoft Outlook and Lotus Notes has an entry which follows the semantic : CRM_BP <mySAP CRM Business Partner Category> or CRM_ACT (<mySAP CRM Activity/Task Category>). Eg: CRM_ACT MT (Meeting), CRM_BP Natural Person. These mySAP CRM Categories for business partners, activities and tasks could be maintained in the CRM in the customizing tables using the IMG ( Maintain Groupware Object Master Category List ).

Are attachments also replicated from CRM to groupware and vice-versa ?

Yes, the attachments of CRM Activity and Task are replicated to Groupware and vice-versa. However, the attachments of CRM Business Partners are not replicated to Groupware and viceversa.

Are private appointments and tasks synchronized ?

Private appointments are not synchronized between CRM and Groupware server. However, private tasks are synchronized.

Are recurring appointments synchronized between CRM and Groupware Server ?

No. Recurring appointments are not synchronized between CRM Activity Management and Groupware Server. However, recurring appointment support is provided for the Workforce Management scenario of Groupware Integration.

Are follow-up activities and tasks to CRM Opportunities synchronized with Groupware Server ?
Yes, follow-up activities and tasks to CRM Opportunities are also replicated to the Groupware Server. In this case even some details of the CRM Opportunity information is embedded along with the corresponding appointment or task.

Components in the solution landscape and installation

What are the mySAP CRM components that are required for the Groupware Integration solution ?
The mySAP CRM components that are required for the Groupware Integration are SAP Mapbox and SAP Groupware Connector in addition to the CRM Server itself.

What is the role of SAP Mapbox and SAP Groupware Connector components in the Groupware Integration Landscape ?
SAP Mapbox component is used by the CRM Server to convert business partner data found in the form of BDOC to vCard format (defined by the Internet RFC) and to convert activity and task data which are in the form of BDOC to iCal format (defined by the Internet RFC). XSLT based transformations are available in the CRM Server, which is used by the SAP Mapbox in order to do the format conversion. The SAP Groupware Connector consumes the vCard and iCal data supplied by CRM and conveys them to the Microsoft Exchange Server or the Lotus Domino Server.

What are the hardware requirements of the SAP Mapbox and SAP Groupware Connector components ?
Please refer to Mapbox and Groupware Connector Installation guide in the Service marketplace.

Where do I download these components ?

These components could be found in the mySAP CRM 4.0 CD. The upgrades of these components for each Support Package could be downloaded from SAP Service Marketplace alias: installations.

What are the platforms on which these components run ?

Please refer to Mapbox and Groupware Connector Installation guide in the Service marketplace.

Can SAP Mapbox be installed in the same box as CRM Server ? Can the SAP Groupware Connector be installed in the same box as SAP Mapbox ?
The SAP Mapbox and the SAP Groupware Connector components could be installed in any box CRM Server, Groupware Server etc. so long as the Hardware and the Software requirements (detailed in the respective Installation Guides) for these components are complied with.

Can the SAP Mapbox connect to more than one CRM Servers ?
In Groupware Integration scenario Mapbox can connect to only one CRM Server.

Can the SAP Groupware Connector connect more than one CRM Server to the one Groupware Server or more than one Groupware Server to one CRM Server ?
No. The SAP Groupware Connector connects one CRM Server to one Groupware Server only.

Are there Installation guides for these components ? If so, where do I find them ?
Yes. The installation guides to these components could be downloaded from SAP Service Marketplace alias: instguides. There is an installation guide for SAP Mapbox, an installation guide for SAP Groupware Connector and an Administration Guide for SAP Groupware Connector.

How does the connector detect if a particular Groupware object has changed. Is this information stored in the database?
Connectors scan each required folder for changes periodically. The way changes are actually detected differs between LD and MSX connector MSX connector uses native MS Exchange Incremental Changes Synchronization (ICS) service. It remembers the state of the last synchronization and this state is written to hard drive where connector is located.

LD connector stores the modification time of the last synchronized message and uses filtering by last modification time since last synchronization during next cycle. Those times are store to hard drive too.

Can connector send Meeting Requests to distribution lists?

This functionality is not supported by current version.

What Access permissions does the Lotus Domino Connector require?

Please refer to Groupware Connector Installation Guide and Administration Guide available in SAP Service Marketplace.

What Access permissions does the Microsoft Exchange Connector require?

Please refer to Groupware Connector Installation Guide and Administration Guide available in SAP Service Marketplace.

Synchronization and Replication

Is the data integration between CRM and Groupware Solutions two-way ?
Yes, the data is exchanged between CRM and Groupware bidirectionally, i.e data created or modified in CRM is synchronized to Groupware and data created or modified in Groupware is synchronized to CRM. Only in the case of Private contact synchronization the data synchronization is one-way from CRM to Groupware

Will all CRM Business Partners, CRM Activities and Tasks be replicated to groupware and from groupware ?
In IMG the customizing : Filter Condition for Business Partners Exchange with Groupware you can define filter criteria for CRM Business Partner. For Business Activity use the customizing view CRMV_ICAL_ACTM.

Should all groupware users who receive business partners, activities and tasks be CRM business partners themselves ?
Yes, all the groupware users who receive CRM business partner data in the public folder, private address book and CRM activities and tasks in the calendar should be a CRM business partner themselves with the groupware e-mail id information maintained in the address dependent communication. If the groupware user requires synchronization from the direction Groupware to CRM, this user should be maintained as a Business Partner of role Employee

How is the initial loading of the global address book or the private address books done in the groupware server ?
The transaction R3AS from CRM Middleware is used to download the Business Partner data from CRM to groupware. For initial download of Private Folder synchronization use the Extract tool for a site available in admin console.

27. Is there a possibility to filter the activities that are replicated to groupware.?
There are 2 ways of doing it: 1)Based on the Transaction type: Edit the Table CRMV_ICAL_ACTM as required. 2)Based on Replication Model: Note for restricting BUPA_MAIN and BUS_TRANS BUS_TRANS_MSG SAP Note 686880 BUPA_MAIN SAP Note: 683116 if you want to restrict the objects coming into groupware adapter (mapbox)

28)What are the General Groupware Customizing Activities that one needs to know?

The Customizing activities can be carried out in IMG. Search for Groupware Integration under Customer Relationship Management branch.

29) What are the customizing settings that can be done for an activity?
The various Mapping activities to icalendar characteristics are found in the table CRMV_ICAL_ACTM. Entries for new transactions can be created here by specifying the following entries: 1) Transaction Type : Specification of Business Transaction Type ex: to identify whether it is a meeting,task...etc 2)Description: This field holds the description of the corresponding transaction type. 3)Text Type : This field holds the specification of which text type, such as note, agenda or descripiton.The text type specified here appears in the text field in the corresponding groupware calendar. For example, if you choose "note" as the text type here, the contents of the note will automatically appear in the long text field in your groupware appointment. Groupware applications only have one area for long texts, which text type should appear in that area is defined here. 4)Planner In this field, you specify which business partner appears as the organizer in the corresponding groupware calendars. This person would be the organizer of the meeting. 5)Partner Function: Enter Participant Characteristic This field Assigns the Partner function in CRM Business Activity for attendees of a Groupware Meeting created in the direction Groupware to CRM. This rule is applied if the attendee is maintained as Business Partner having the role employee. Eg. If this field has the value 00000032 and if the attendees of a meeting are maintained as Business Partners having role Employee, then the Business Activity created in CRM would have these attendees as Partner Function "Attendee" 6)Partner Function: Filled By Contact Person Characteristic This field Assigns the Partner function in CRM Business Activity for attendees of a Groupware Meeting created in the direction Groupware to CRM. This rule is applied if the attendee is maintained as a Business Partner having the role Contact Person. Eg. If this field has the value 00000015 and if the attendees of a meeting are maintained as Business Partners having role Contact Person, then the Business Activity created in CRM would have these attendees as Partner Function Contact Person"

30) What are the Notes available?

Refer to the notes a)SAP Note No. 834041 b)SAP Note No. 821844 c)SAP Note No. 844219 for the recent mappings and changes in the variable mappings

31) Do I need a direct connetion from the CRM System to the Exchangeserver? (General groupware Configuration in the Customizing)?
Groupware Connector->talks to the exchange server (Follow the instructions in the Groupware Connector Installation guide).

32) Do I have to perform any additional Configuration for the Exchange Server?
No. Only follow the steps mentioned in the Groupware Connector Installation guide.

33) What to do if Userlist.xml present in the Groupware Connector does not have the required Business Partners for the synchronization?.
1) Make sure that you have business partners maintained as role Employee in Business partner application. 2) For these BPs check if the email address is maintained in the address dependent section. 3) Once this is verified, download the business partner from the transaction r3as.

34) What are the various Category Settings that needs to be done for Synchronization to work in both directions?
If you want to synchronize only business partners and activities having a defined category like CRM_BP or CRM_ACT then maintain this in IMG. 1)In IMG, go to Maintain groupware object selection and retrieval-> check if the following entries are present ACT Categories CRM_ACT* BUPA Categories CRM_BP* WFM Categories WFM* If not make these entries 2) Download the customizing GWA_GWO_SELRET from r3as transaction 3) While creating activities from groupware for CRM the category CRM_ACT should be entered in the field category. This is mandatory. Regarding GW_GWOMSTRCAT: To populate category list in the Connector do the following. 1)In transaction se38 please excecute the program/report named GWA_FILL_ACTCAT_TO_MASTERCAT. 2) In IMG choose Maintain Groupware Object Master Category List and check if there are entries. 3) Do a initial download of GW_GWOMSTRCAT from the transaction r3as. 4) Check if Catagory.xml is present in the Connector

35)What are the tests to ensure the groupware setup is being made properly with the Mapbox and the Connector.
For Connector run the Self test tool in the installation directory.

Connection with the mapbox -> transaction sm59 -> Tcp/ip connection -> check if the Mapbox destination is present. Test Connection.

36) When I create a Meeting Request in Groupware, How do the organizer and attendees in a Meeting Request get mapped to the roles in CRM Activity??

Certain rules are applied to map the participants in Groupware to the corresponding CRM roles/partner functions. This rule is stored in a customizing view CRMC_ICAL_ACTM. This rule is application when new Appointments or Meeting requests are created in Groupware. For the Organizer of a meeting the rule "Function Planner" is applied i.e for say for transaction type 0000 (Business Activity), in the view CRMV_ICAL_ACTM, the Function Planner has the value 00000022 which means Person Responsible. So the organizer of this meeting would be assigned to the role Person Responsible in the Business Activity created on CRM. Now to assign the correct Partner functions for the attendees: If the attendee (who is a Business Partner on CRM) is an employee then the field "Fct. Participnt" in the table CRMV_ICAL_ACTM is applied. So the attendee in the case of Transaction type 0000 would be assigned the role attendee in this case. If the attendee is a Contact Person then the field "Fctn: Cont. Person" in the table CRMV_ICAL_ACTM is applied. otherwise if this attendee is neither and Employee nor a Contact Person on CRM, the field DFLTPFCT in the table GWAV_PROPERTIES is applied to determine partner function of this attendee. If the attendee whose is a BP on CRM has the category organization then the field ORGNPFCT in the table GWAV_PROPERTIES is applied to determine partner function. The default role for this is Activity Partner. All these fields in the IMG view CRMV_ICAL_ACTM and GWAV_PROPERTIES are customizable.

37) How to stop contacts getting into Public folder or into Groupware?
It is possible to restrict or stop the synchronization of contact to Groupware, but however this has to flow till Mapbox for storing the mapping of Partner Number->email address needed for activity. To stop the contacts from getting into Groupware, goto the customizing in IMG called as "Maintain Filter Condition For Business Partners Exchange With Groupware"
BUPA 1 <leave object part blank> <mark exclusive filter X> <mark direction CRM-GW as X> BUPA 2 <leave object part blank> <mark exclusive filter X> <mark direction CRM-GW as X> BUPA 3 <leave object part blank> <mark exclusive filter X> <mark direction CRM-GW as X>

Download the customizing object GWA_BP_CUST from the transaction r3as.

38)I only want to use one-way sync i.e CRM->GW not from GW->CRM How to stop this?
If you are using 2.0 connector. In the Groupware connector installation folder you will find a tool called as AdminTool.exe. Under the section CRM Adapter Connection->Advanced. Tick the section Don't Replicate changes in Contacts If you are using 2.1 connector: In the connector installation path there would be a folder called as Proxy under which you would find the AdminTool.exe. Run this tool and select Proxies->General. Double click on the Proxy Instance or press Edit Proxy Configuration. Another window would come up and select the node Replication. There you can tick the section Don't Replicate Changes in Contacts or Appointment. Save this. You need to do this for all the proxy instances. Restart connector once this is done ie Connector and Proxy should be restarted.

39) When I create a Meeting Request in Groupware, How do the organizer and attendees in a Meeting Request get mapped to the roles in CRM Activity
Certain rules are applied to map the participants in Groupware to the corresponding CRM roles/partner functions. This rule is stored in a customizing view CRMC_ICAL_ACTM. This rule is application when new Appointments or Meeting requests are created in Groupware. For the Organizer of a meeting the rule "Function Planner" is applied i.e. for say for transaction type 0000 (Business Activity), in the view CRMV_ICAL_ACTM, the Function Planner has the value 00000022 which means Person Responsible. So the organizer of this meeting would be assigned to the role Person Responsible in the Business Activity created on CRM. Now to assign the correct Partner functions for the attendees: If the attendee (who is a Business Partner on CRM) is an employee then the field "Fct. Participnt" in the table CRMV_ICAL_ACTM is applied. So the attendee in the case of Transaction type 0000 would be assigned the role attendee in this case. If the attendee is a Contact Person then the field "Fctn: Cont. Person" in the table CRMV_ICAL_ACTM is applied. otherwise if this attendee is neither and Employee nor a Contact Person on CRM, the field DFLTPFCT in the table GWAV_PROPERTIES is applied to determine partner function of this attendee. If the attendee whose is a BP on CRM has the category organization

then the field ORGNPFCT in the table GWAV_PROPERTIES is applied to determine partner function. The default role for this is Activity Partner. All these fields in the IMG view CRMV_ICAL_ACTM and GWAV_PROPERTIES are customizable.

Groupware Clients
40. Would data form Custom Forms currently being used wit Microsoft Outlook or Lotus Notes be replicated to CRM? And would data be fed to these fields from CRM?
No, there is no guarantee that the data from the fields of the Custom Forms currently being used with Microsoft Outlook or Lotus Notes would be conveyed to CRM. Neither is there a guarantee that data will be fed to these fields from CRM.

41. There already exists a synchronization of mySAP CRM Mobiles Sales data with Microsoft Outlook and Lotus Notes. What is difference between the mySAP CRM Groupware Integration Solution and the Mobiles Sales Synchronization feature?
The Mobile Sales Microsoft Outlook / Lotus Notes synchronization feature is a client level synchronization. It synchronizes the Activity and Task data from the Mobile Sales Client to the Groupware Clients (Outlook and Notes) and vice-versa. The mySAP CRM Groupware Integration solution is a synchronization of data between the CRM Server and the Groupware Server and hence data synchronization is mandated and is more reliable. Currently the Mobile Sales Groupware Client synchronization feature cannot co-exist with the CRM 4.0 Groupware Integration. A choice would have to be made between client synchronization and server synchronization.