What is Groupware

Solution ManagementPhase

SAP Solution Topic Area Solution ManagerArea

What is Groupware?Best Practice for Solution Management

Version Date: January 2007

ContentsApplicability, Goals, and Requirements................................................................................................3

Different GWI Technologies...............................................................................................3

Best Practice Procedure and Verification.............................................................................................5

Procedure .........................................................................................................................5

GWI Scenarios............................................................................................................5

Activity Management ...................................................................................................5

Business Partner Management....................................................................................6

Public folder synchronization (GWA01)........................................................................6

Private folder synchronization (GWA02) ......................................................................6

Workforce Management (People/Resources Planning) ................................................7

Components................................................................................................................8

Groupware Adapter .....................................................................................................8

Groupware Connector .................................................................................................9

Mapbox........................................................................................................................... 11

MapBox Family of components..................................................................................12

The MapStore Schema..............................................................................................16

Data Exchange in the Groupware Integration system landscape......................................19

Queues used for the data exchange ................................................................................21

Benchmarks for data processing .....................................................................................23

Benchmarks related to the MapBox ...........................................................................23

Limitations for the GWConnector.....................................................................................24

Excursus: Impact of the UserList ...............................................................................24

Most Common Problems.................................................................................................25

Problems related to MapBox .....................................................................................25

Problems related to GWConnector ............................................................................26

Verifying Connection to the MS Exchange Server............................................................28

Obtaining Error Details ....................................................................................................29

Using Diagnostics Tool (Exchange Connector) ................................................................30

Using Diagnostics Tool (Lotus Connector) .......................................................................30

Problems related to GWI application................................................................................31

Performance problems ..............................................................................................31

Settings Related to the MapBox ................................................................................31

Recommended memory settings for the MapBox.......................................................31

How do I set the recommended memory settings for the MapBox? ............................31

Further recommendations ...............................................................................................32

Recommendations concerning the system landscape................................................32

Performance and Hardware Requirements ......................................................................33

Hardware Requirements of GWConnector.................................................................33

Network Bandwidth Requirements.............................................................................33

Hardware Requirements of the MapBox ..........................................................................34

Recommended support packages/ patch levels .........................................................34

GWConnector proxy recommendations ...........................................................................35

Integration Landscape ...............................................................................................35

Further Information ...........................................................................................................................36

Important Notes...............................................................................................................36

GWI Application Notes ....................................................................................................37

Knowledge Documents....................................................................................................37

Applicability, Goals, and Requirements

Different GWI TechnologiesIn general, Groupware Integration can be divided into; server-to-server, client-to-client and server-to-client,based synchronization scenarios.

In a client-to-client based synchronization, an application is implemented on a Mobile Client.For example, the field sales application which supports the business process ‘ActivityManagement’. Following the example, appointments can be maintained in the field salesapplication and synchronized with a CRM backend system employing the so called ‘ConnTrans’application. Synchronization between the application on the Mobile Client, with Outlook or LotusNotes running on the same mobile client is supported.

In a server-to-server based synchronization business objects are synchronized between a CRMserver and Groupware (Microsoft Exchange or Lotus Domino) via the CRM Groupware Adapter,including the MapBox and the Groupware Connector. It is not possible to use the client-to-clientbased synchronization in parallel to the server-to-server based synchronization. This scenario issupported for CRM 4.0 and 5.0.

In a third scenario (client-to-server) the CRM server communicates directly with a CRM Webuser-interface. This scenario will be supported starting from CRM Release 5.1.

In the following figure, the three groupware solutions are depicted schematically.

CRMServer

CRMWeb-UI

CRM 5.1

ExchangeServer

MobileSales

CRMMW

Groupware

Groupware

client-to-client

client-to-server

server-to-server

Groupware

In this document, we will focus on the server-to-server based synchronization only. The server-to-serverbased groupware Integration enables the synchronization of business partners and activities(appointments and tasks) between CRM and Microsoft Exchange or Lotus Domino. You can generallydistinguish between public folder synchronization (GWA01) and private folder synchronization (GWA02).These different synchronization techniques will be described in the next section.

The server-to-server based groupware integration is part of the Austrian Package which is an ‘easy toimplement’ solution based on CRM 4.0. It also contains business partner management, activitymanagement and the CRM reporting framework. The SAP Sales Express solution (a predecessor of theAustrian Package) is a package that contains the server-to-server based groupware integration in additionto campaign management and integration with SAP ERP.

Best Practice Procedure and Verification

ProcedureGWI ScenariosThe Business Partner data as well as activities and tasks in SAP CRM can be integrated using server-to-server based synchronization. This data exchange between CRM and Groupware can be implementedbidirectional, that is, the data created or modified in the CRM system can be conveyed to Groupware anddata created or modified in Groupware can be conveyed to CRM. The synchronization between SAP CRMand Groupware Servers takes place in real time.

The data synchronization is only supported for predefined fields, meaning that there is no guarantee thatdata fields from Custom Forms being used within Microsoft Outlook or Lotus Notes will be synchronizedbetween SAP CRM and Groupware Servers.

The Business Scenarios ‘Business Partner Management’, ‘Activity Management’ and ‘People/Resourceplanning (Workforce-Management)’ are supported and will be discussed in this section.

To enable data exchange between the CRM server and groupware systems, the CRM Middleware isenhanced with a framework that seamlessly integrates the CRM server with the Groupware servers, forexample, Microsoft Exchange 2000/2003 or Lotus Domino 5.0.x groupware servers.

A user of groupware solutions normally performs the following tasks:

Maintains Contacts

Sends and receives e-mail messages

Creates personal tasks

Uses the calendar for managing appointments with employees and business partners

The following business scenarios can be used with Groupware Integration:

Activity Management Allows bidirectional exchange of activities (CRM), appointments and tasks (groupware) between

the CRM server and the groupware server

Allows bidirectional exchange of attachments along with activities (CRM) and appointments andtasks (groupware) between the CRM server and groupware server

Provides additional information, such as a link to the opportunity that triggered this particularactivity

Tasks and appointments in Microsoft Exchange (Outlook) or Lotus Domino that are flagged for replication(via assignment of the category CRM_ACT) will be replicated to SAP CRM. Activities that are created inSAP CRM will be sent to Microsoft Exchange (Outlook) or Lotus Domino when the ‘calendar maintenance’flag is set.

In the customizing settings of the CRM server, you can define filter criteria for Business partner exchangewith Groupware based on the category and role for the business partners. The filter criteria can be definedto be applicable for replication from CRM to the groupware server, which can be either inclusive orexclusive.

For appointments and tasks which are replicated from the CRM server to groupware, it is possible toattach a link to the activity or task accessible via the SAP portal. Alternatively, a business server page(BSP) link is available. For details see SAP note 931165.

The replication of attachments is supported for activities from CRM to groupware and vice versa. The totalmaximum size of all the attachments in a Business Activity should not exceed 1 MB.

Follow-up activities and tasks to CRM Opportunities are also replicated to the Groupware Server. In thiscase the CRM Opportunity information is embedded along with the corresponding appointment or task.Meeting Requests to distribution lists are not supported by the current version.

Private appointments are not synchronized between the Groupware server and CRM, however, privatetasks are synchronized.

Business Partner ManagementThe SAP CRM Business Partner data can be integrated with either a global address book on theGroupware Server or with the private address book of individual groupware users.

Public folder synchronization (GWA01) Allows bi-directional exchange of business partners (CRM) and contacts (groupware) between the

CRM server and groupware public contact folder

The synchronization with the global address book is called ‘public folder synchronization’ (GWA01). In thiscase all SAP CRM Business Partners that are meant for replication to Groupware are replicated to theglobal address book from where all groupware users can access the CRM Contacts. This integration is“bidirectional”, i.e. the contacts that are added to the global address book or the modifications that aremade to the existing contacts in the global address book in Groupware is conveyed to SAP CRM Server.No relationship data to an account, organization or Group is mapped.

Private folder synchronization (GWA02) Allows the transfer of Contact Person and Business Partner information from CRM to the Private

Contact Folder of individual users in Groupware. The business partner data sent to the individualgroupware users is distributed based on the subscriptions defined in the Administration Console.

The private folder integration is “uni-directional”, that is, the new contacts that are added to the privateaddress book or the modifications that are made to the existing contacts in the private address book arenot replicated back to the SAP CRM Server. The synchronization with the address book of individualgroupware user is called ‘private folder synchronization’ (GWA02). In this case, replication rules are to beset in the CRM Server (Admin Console) for the CRM Business Partner data. The individual groupwareusers receive the respective CRM Business Partner data in their private address book on the GroupwareServer, based on these rules.

The global address book synchronization and the private address book synchronization can be set up inparallel.

Workforce Management (People/Resources Planning)Workforce Management (WFM) allows the replication of appointments and tasks from CRM projectresource planning to the groupware system.

Recurring appointments are synchronized between Resource Planning Application and GroupwareServer within the ‘Workforce Management Groupware Integration’ scenario. Daily, weekly and monthlyrecurring appointments with an appointment start and end time on the same day can be replicatedbetween the RPA and groupware via CRM Middleware. The replication of yearly recurring appointmentsis not supported.

Example

A user in Project Resource Planning uses the resource search to find appropriate and availableresources for a requirement. WFM Core sends the results of the search to the application. Theresource manager then creates an assignment by staffing a project role (to which the requirementis attached) with a resource. This assignment can be transferred to groupware as a task to theresource’s mailbox.

The activities created in the RPA are provided to groupware users. Activities are represented as anappointment or a task (on the groupware server). The groupware adapter transforms both objects to theInternet standards for groupware objects, that is, iCalendar for tasks and appointments.

ComponentsIn this section we will provide an overview of the technical components relevant for groupware integration,namely the Groupware Adapter, the MapBox, the Groupware Connector and the Groupware ConnectorProxy. A detailed description of these components will be given in the next section.

The following figure illustrates the general architecture and main components of groupware integration.

On the CRM server, the Groupware Adapter manages incoming and outgoing messages. The MapBoxframework (SAP SyncPoint) performs the required transformations of the data which is exchanged withgroupware. The format of the messages exchanged between the CRM server and groupware is based onthe vCard and iCalendar standards. A server-specific SAP Groupware Connector acts as a bridgebetween the Groupware Adapter and the Groupware Server. It provides the mapping of the standardexchange formats to the proprietary Groupware Server formats and vice versa.

Groupware AdapterThe SAP Groupware Adapter on the CRM server is based on the SyncPoint technology and supports thetransformation of BDoc messages to standard groupware formats (iCalendar and vCard) by using asophisticated XSLT mapping framework called MapBox and the Payload Interface (SOAP basedmessaging interface for exchanging data between the CRM server and groupware connector). iCalendarand vCard are the Internet standards to represent groupware calendar objects and contacts. Predefinedmappings of a BDoc message to iCalendar and vCard, created using the MapBox, are delivered forgroupware integration.

The Groupware Adapter is a CRM-Middleware enhancement of the Inbound / Outbound Adapter used forthe Mobile Sales solution (Sync-Adapter). The Sync-Adapter provides the overall controlling frameworkand the technical I/O-paths for the data transferred between the external site and the CRM-middleware.

The Internal SyncPoint (ISP) consists of the Sync-Adapter, a Payload Interface (PLIF) and the MapBox.The PLIF is a general Messaging Interface which the CRM Middleware uses to communicate with the

outside world. This Interface does not manipulate data, but is responsible for the technical aspects of themessage exchange.

Groupware Adapter Transforms BDOC => BDOC-XML Queue handling Calls the MapBox

Groupware ConnectorThe SAP Groupware Connector is an external application to the CRM server and performs the messagesynchronization between the CRM server and the groupware server. Message transfer is performed usinga reliable and open messaging interface based on XML-SOAP.

Technically, the Groupware Connector is an application written in C++ which scans the CRM outboundqueue for messages which are relevant for Groupware Integration at regular intervals (usually every 5seconds). In addition, the Groupware Connector receives XML documents from the Microsoft ExchangeServer or Lotus Domino Server and transfers them to the CRM Groupware Adapter.

SAP provides two Groupware Connectors, one for the Microsoft Exchange Server and another for theLotus Domino Server. Both connectors perform server-based data synchronization between the CRMserver and a Groupware Server. They are linked to the CRM server through the Groupware Adapter thatis part of the SyncPoint technology. The connection between the connectors and the groupware adapteris established through the SOAP protocol over HTTP.

The Microsoft Exchange Connector uses Microsoft Collaboration Data Objects (CDO) to connect to theMicrosoft Exchange Server. The Lotus Domino Connector uses the Lotus Domino toolkit for Java/CORBAto connect to the Lotus Domino Server. The SAP CRM Groupware Connector is created as a WindowsNT service and runs under a NT user account.

The Groupware Connector can be set up to serve one or many Exchange Servers. In case only oneExchange Server is connected, the default proxy will be used. In a scenario where multiple ExchangeServers will be connected, a proxy must be implemented for every exchange server. Furthermore, oneproxy per domain is required.

The configuration of the Groupware Connector (here the MS Exchange Connector) can be analyzed andchanged in the Groupware Connector Administration Tool.

The configuration of the Groupware Connector Proxy can be seen in the Admin Tool, Proxies => General.Mark the corresponding proxy, double-click on the proxy name or use button “Edit Proxy Configuration”.

.

MapboxThe MapBox stores:

customizing data iCal/vCard mapping between BDOCID and GWI-related UID. This BDoc ID -> GW ID is needed to map a

groupware object to a BDoc in the reverse direction. When, for example, an activity/bp iscreated/changed in Groupware, the GWConnector checks if a BDOCID already exists for anincoming UID. If no BDOCID exists, the creation of a new activity/bp in CRM is triggered. If aBDOCID related to the UID is found, a change/update of the activity/bp is performed.

userlist: mapping between BP-GUID and email-address. The userlist is stored as an xml-file(Userlist.xml). The xml-file contains partner functions, roles and rules that define for which roleswhich partner functions are activated.

The MapBox is an XML-based document transformation framework, performing documentmapping along with flow-control capabilities. Technically, the MapBox is a Java-based Mappingcomponent which is called from SAP CRM via a Java Connector (JCO). The MapBox uses a setof instructions to transform a source document into a destination document. This mapping-scenario is called the MapScenario. The MapBox is also employed for the multiple backendsolution (MBS).

In general, mapping scenarios are employed when two systems need to interact with each other, but thedocument format is not identical for both systems. From this point of view, the MapBox has a similarfunction as an XI (exchange interface) system as the MapBox connects two different systems whichunderstand different formats of an XML based document.

As shown in the figure above, the MapBox receives XML documents in a given format and delivers XMLdocuments in a different format. As an example, consider an SAP CRM system exchanging contact-details with a Groupware solution such as Microsoft® Outlook. While the SAP CRM system andMicrosoft® Outlook both model and interact with respect to the same real world entities, namely businesscontacts (that have real-world attributes such as Name, Communication details, etc.), they do not use thesame internal representation nor the same modeling schema to depict these real world entities. In thisexample the SAP CRM system provides XML BDocs, whereas the Groupware solution expects businessobjects in the format vCard.

MAPBOX

InputXMLDocument

OutputXMLDocument

MapBox Family of components

To achieve the task of the transformation, the MapBox is assisted by a number of components which aredescribed below.

a) The MapBoxLauncherThe MapBox is an application framework. To use the MapBox in various usage scenarios,applications need to set up the MapBox according to their requirements. The MapBox family ofcomponents provides an application for use in the Groupware Integration application and the MultipleExchange Platforms projects, called the MapBoxLauncher. As the name may suggest, theMapBoxLauncher ‘launches’ the MapBox for use by other applications.

Programmatically, the MapBoxLauncher provides a way for an SAP CRM system to send messagesfor execution of the MapBox and, once the processing is performed by the MapBox, to receive theprocessed message. Using the interface that the MapBoxLauncher provides, applications can invokethe MapBox as a function call in ABAP® programs.

For the users, the MapBoxLauncher is the sole access-point for the MapBox. Thus, using theMapBoxLauncher’s web-based user interface, users can perform operations such as:(i) Configuring the MapBox to process messages from a SAP CRM system(ii) Starting the MapBox(iii) Monitoring the MapBox processing status(iv) Re-starting/Stopping the MapBox

Starting and Stopping MapBox in the MapBoxLauncher

Log Settings in the MapBox Launcher

b) The MapBox Repository (also known as the MapStore)During the course of it’s processing, it is sometimes necessary in a MapScenario, to store some datafor a later use in some Mapping tasks. For a MapScenario, the only way to be able to refer to somedata is to import & store this data itself. For the purpose of both storing intermediate data during theprocessing of a MapScenario as well as for data that the MapBox would require later, a repositoryknown as the MapStore is provided for the MapBox.

c) The CoordServer

The Coordination Server for the MapBox ensures that the access to the MapStore is thread-safe, thatis, problems arising from accessing the same records from the MapStore by two different instances ofthe MapBox are prevented.

d) The CoordLauncher

The CoordLauncher is a J2EE-based component that “launches” the CoordServer for use by theMapBox. Using the CoordLauncher’s web-based User Interface, users can monitor the executionstatus of the CoordServer. (No start-stop functionality is provided, because once configured, theCoordServer starts automatically once the SAP J2EE Engine 6.20 starts its execution).

e) The Internal SyncPointThe Internal SyncPoint (ISP) is a component that resides on the SAP CRM server and is responsiblefor communicating with the MapBox from the CRM server. Thus, the ISP forwards processingrequests to the MapBoxLauncher, from where they get passed to the MapBox for processing. The ISPis also responsible for reporting of exceptions during the execution of the MapBox.

The relationship of the MapBox to the components mentioned above is schematically depicted in thediagram below. The ISP sends a request for processing a message (for example, to transform a SAPCRM Appointment to a Microsoft® Outlook Appointment) to the MapBox, via the MapBoxLauncher (MBL).

The processing request consists of the message to be processed, the name of the MapScenario to beexecuted, and other parameters needed for the execution. The MapBoxLauncher forwards this request tothe MapBox. During it’s processing, the MapBox may need to write some records to the MapStore. TheCoordServer is consulted before the MapStore access.

Once the MapScenario is executed, the MapBoxLauncher packages the return values of the MapBox call(which include the processed message in case the execution was successful, or an error message in casethe MapScenario encountered any exceptions/errors during its execution), returns the processing controlback to the ISP, and awaits for further processing requests.

Operations such as start-stop-restart and execution monitoring for the MapBox are performed by the UI-component of the MapBoxLauncher. The CoordLauncher provides a means for monitoring the operationalstatus of the CoordServer.

The MapStore SchemaThe MapStore on the CRM Server consists of five MapBox tables with the following content:

1. MBGLOBSTORE

Table MBGLOBSTORE contains the mapping data. The data is client-independent and is transported toall other clients. Data of type c (MapCode).

DATASET: scenario, such as MBDGWA_01, MBDGWA_02 (any name can be given here)MBGUID: GUID (key field)MBDATA : XML-Data

2. MBMANDTSTORE

MBMANDTSTORE contains data of type d (MapData). If customizing is downloaded, it is stored in thistable. The data consists of client-specific runtime data which is not transported.

Customizing data is used in the following way: The BDOC only stores abbreviations, for example, forcountry (e.g. DE). The MapBox retrieves the long name for the country from table MBMANDTSTORE (e.g.DE => Deutschland). The key for finding the correct data is given by a path such as“MBDGWA_01.d.BUPA. GW_BUPA_COMPLETION”, which corresponds to the hierarchical folderstructure that the MapBox is organized in and to the columns contained in the table.

Furthermore, MBMANDTSTORE stores the relationship between a BPGUID and an email-address. If anactivity is created in CRM, it only contains the BP GUID. In table MBMANDTSTORE, it finds thecorresponding email address.

3. MBMANTTSTOREThis table contains client-independent customizing data of type m (Mandant Data).

4. MBVALUESTOREActs as a Key-Value table to store runtime data.

5. MBPAIRSTOREActs as a Key-Key table to store runtime data.

Pair values UID and BDOC ID are stored in this table. If, for a certain UID a corresponding BDOC ID isfound, the Groupware Connector will interpret the new data as an insert and update the existing data.Otherwise, a new activity/business partner will be created.

The tables of most interest for the analysis are the tables MBMANDTSTORE and MBGLOBSTORE. AllMapBox, tables will be analyzed in case of intermediate state I.

The figure above illustrates the internal data model of the MapBox. Each MapStore table corresponds to acertain logical part of the dataset.

The names are made up of several parts. The same structure can be found in the MapStore tables, as youcan see in the example of MBGLOBSTORE below:

The XML document contained in field MBDATA can be read with report GWA_VIEW_MBSTORE, whichwill be available in future CRM releases.1

1 The report is currently only available in the SAP-own Test System Q4C.

In order to execute the report, proceed as follows:

Select the table

P_GLOBST => MBGLOBSTORE

P_MANDT => MBMANDTSTORE

P_MANTT => MBMANTTSTORE

Copy GUID into field S_MBKEY, double-click

=> you will receive an XML file

Data Exchange in the Groupware Integration systemlandscapeIn the following paragraph, we will illustrate the data flow within a GWI system landscape.

On the CRM server, the Groupware Adapter manages incoming and outgoing messages. As theMapBox is a Java-based application, whereas the CRM application is programmed in ABAP, the BDOCsin CRM have to be transformed in a way that they can be read by the Mapbox. Therefore, the GroupwareAdapter transforms the BDOC messages to BDOC-XML.Groupware Adapter is not a part of CRM Middleware. CRM Middleware calls the Groupware Adapter.Groupware Adapter calls MapBox, which transforms the message and gives it back to the Adapter.

(XML format)

(XML format)

Mapbox

BDOC

iCal / vCard(XML format)

GroupwareClients

Proxy

The MapBox represents the Groupware Adapter framework and runs on J2EE. It performs the requiredtransformations and enrichments or reductions of data. The incoming BDOC-XML messages are eithertransformed to vCard-Format (for business partners) or to iCalendar (for activities). The messages arepushed towards the MapBox.

After the transformation into vCard and iCalendar standards, the messages are put into the outboundqueue of the CRM-Server. They remain there with status “NOSEND”.A server-specific SAP Groupware Connector acts as a bridge between the Groupware Adapter and theGroupware Server. The Groupware Connector regularly checks if there are entries in the outboundqueues of the CRM Server. It retrieves the data from the CRM outbound queues (Pull-mechanism).

Furthermore, the Groupware Connector provides the mapping of the standard exchange formats to theproprietary Groupware Server formats and vice versa.

During the replication of appointments, tasks and business partners from Groupware to CRM, theGroupware Connector Proxies (written in C++) scan all user’s mailboxes, calendars and tasks for newentries. This is done for all employees who are maintained in the userlist.xml file (can be displayed inGroupware Connector). Microsoft’s ICS (Incremental Change Synchronization)2 is used for monitoring andsynchronizing changes if Outlook is used.

The following figure shows the protocols used for communication between the different GWI components:

2 ICS: Incremental change synchronization (ICS) provides a mechanism to monitor and synchronizechanges to an information store hierarchy or content. The changes include creating, modifying anddeleting folders and messages.

CRM-Application

I

O

MapBox

ISP_O*

GWConnector

MSX

ISP_D*

GW connector pulls themessage

GW connectorcreates anobject

GWConnector

MAP BOX

ISP_I*

ok

iCal/vCard/

UID=>BDOCID²

MW

BDOC-XML => iCal /vCard

MW

iCal /vCard

²bp-number,

activity-number

task-number

Inbound Queue

UID =>BDOCID

BDOCID=>UID

iCal

vCard

In case UID=>BDOCID

BDOC-XMLGWAdapterBDOC =>BDOC-XML

The figure above illustrates the data flow in a GWI environment from a more technical point of view.

Queues used for the data exchangeThe following section takes a closer look at the queues used for exchanging data in a GWI landscape.According to a naming convention, many queues used for the exchange of GWI data start with ISP*(whereas ISP stands for Internal Sync Point).

Data flow direction CRM => Groupware

On the creation of a business partner or activity in CRM, a BDOC in XML-format is formed and processedby the ISP_D* queue. After the transformation into iCal/vCard format, the data is put into the ISP_O*queue where it is fetched by the GWConnector.

Data flow direction Groupware => CRM

Newly created iCal/vCard objects are sent via the ISP_I* queues to the MapBox. Having transformed theobjects into BDOCs, they are processed by the ISP_S* queues. If there is an error, messages are sentback to the GWConnector in the ISP_D* queue.

There are two kinds of ISP_D* queues: One is reserved for GWA01-Scenario (public folder synchronisation) the other for scenario GWA02 (private folder synchronization).

ISP_O* (outbound) queues, flowing from the MapBox to the Groupware Connector, contain: the userlist (say ISP_O*17) the catlist (say ISP_O*18) the Public Folders (say ISP_O*19) and every Private Folder (say Employee 1 in ISP_O*20 , Employee 2 in ISP_O*21 ).

ISP_I* (inbound) queues are created for every user. When a new user is created, a unique queue name isdynamically created and linked to the user’s email-address. The mapping between email-address andqueue-name is stored in table ISPQTAB and is fixed from thereon. Furthermore, public folder queues andsystem queues (see below) will be processed in ISP_I* queues.

Example: Employee 1 ISP_I*10. Public Folder ISP_I*11 CMW_PIF_ID_QUEUE ISP_I*12 CMW_PIF_PROTOCOL ISP_I*13 etc

The ISP_S* (secondary) queue is formed after mapping. For every BDOC type, a different ISP_S* queueis created.

Example: BUPA_MAIN (Public folder) ISP_S*5 BUS_TRANS_MSG (Activities) ISP_S*6.

Furthermore, the Groupware Adapter provides a predefined set of system queues. There are thefollowing system queues:

_ISP_QFILLED (ReadOnly) GWA provides a list of currently filled queues from CRMside.

CMW_PIF_ID_QUEUE (WriteOnly) GWC posts IDs of the newly created messages inGroupware server storage. This will update the mapping between CRM and Groupware items onGWA side.

CMW_PIF_PROTOCOL (WriteOnly) GWC posts error notifications into this queue.

USER_LIST (ReadOnly) GWA provides a list of users whose data is intended forreplication Groupware to CRM.

CATS_LIST (ReadOnly) GWA provides list categories used to mark messages inGroupware server storage intended for reapplication.

Whenever an update or deletion related to a user arrives, it is processed by the queue belonging to thatuser.

.

Benchmarks for data processingBenchmarks related to the MapBoxMapBox processing underlies the following technical limitations

The total size of the documents attached to an activity may not exceed 1 MB. Attachments biggerthan 1 MB cannot be processed.

The blocksize for adapter objects BUPA_MAIN and GWA_COUNTRY should be set to 10(transactions R3AC1, R3AC5 ‘Adapter Object Overview’).

A high number of users3 in table MBMANDTSTORE can lead to performance problems during theprocessing of ISP_D* queues. In order to quicken the processing in ISP_D* queues, please refer

3 Performance issues have been detected in systems with more than 100 000 users in tableMBMANDTSTORE. Entries in MBMANDTSTORE will be deleted if they have been correspondinglyremoved from the CRM server.

to note 920953 ‘Slow performance by MapBox when processing ISP_D queues’. Please take aswell into account the prerequisites of this Note before applying the same.

Limitations for the GWConnectorAccording to customer experience, a number of 5000 users in userlist.xml will cause problems for theGWConnector in question of performance. For further details please refer to SAP note 983436.

Excursus: Impact of the UserList

Functionality:

The UserList.xml file contains a list with all Business Partners with role Employee in CRM. There is nomechanism involved to allow only a few employees (who are using Groupware) to be downloaded toUserList.xml file. If certain Employees should not be included in the UserList.xml file, there are severalways to do so:

They can be manually removed by editing the UserList.xml file. Alternatively, the employees email address (who will not be part of Groupware) has to be deleted

in CRM transaction “bp”. You can also move the email address of the business partner maintained in the Standard Address

Dependent Communication Section to the Address Independent Communication Section in CRMtransaction “bp”.

If the employees relevant for GWI are changed frequently, filtering on the userlist.xml file can bedone by implementing the following SAP note:983436 Groupware Integration: Filtering on UserList.xml file

For further information, also refer to SAP note 935129.

For the replication of activities from Groupware to CRM, the user ID (SMTP address) of the organizer whotriggers the appointment change has to be available in the UserList.xml. The userlist has no relevance forthe synchronization of activities from CRM to Groupware.

The Groupware Connector Proxy will sequentially go through the storages of all users provided in the listand replicate changes to CRM one by one, by posting the messages into user’s data queue in GroupwareAdapter.

A user will be deleted from the UserList.xml provided it is not part of the configured exchange servers.

- Presumed bh1 and bh2 are known exchange servers, users of type [email protected] will be automaticallydeleted from the userlist file.

- users of type [email protected] won't be removed from the UserList.xml even though the correspondingmailbox is not existing in either bh1 or bh2 exchange servers.

In the [email protected] example, the Groupware Connector throws an error message and locks thecorresponding activity in Admintool -> Current Locks. Therefore, it is important to maintain a valid SMTPaddress during the creation of business partners.

Performance:

In order to estimate the performance of a certain GWI system landscape, please refer to the GroupwareConnector Administration Guide p.11f.

Most Common ProblemsProblems related to MapBoxThis section contains a description of the most common errors relating to the MapBox.

In CRM transaction smq1, you detect that the ISP_D_* or ISP_I_* queue has failed. The errormessages indicated are one of the following:

1. An MAPCASEEXCEPTION has occurred (RC 94)2. MapBox Commit - Fatal Error (RC 115)

The possible causes of the errors mentioned above are:a) Insufficient memory for execution. There are several possible reasons for this error:

- Insufficient heap memory provided for the SAP J2EE Engine 6.20.- Incorrect block size set during customizing download.- Older version of SAP J2EE Engine 6.20.

b) Insufficient MapBox instances for processing: there are more requests for processing thanMapBox can handle. Set the parameter Number of Instances to an optimal value of 10. Thiscan be increased based on the number of queues coming in from SMQ2.

c) Corrupt MapStore: this indicates a presence of intermediate state entries in the MapStore.d) Connection loss: the MapBox may have lost its connection with the CRM server during

processing.The different reasons for connection loss are:

a) CRM server is restarted without restarting SAP J2EE.b) Network issues.c) Incorrect settings of the Connection detailsd) Incorrect configuration of the RFC destination on SM59.

e) Invalid MapScenario: the MapScenario that the MapBox used for execution is in error.f) Invalid Input Message: the input message for the MapBox is in error.g) Incorrect JCO version. This however happens only on a 6.20 version of J2EE Engine.h) The most common problem for MAPCASEEXCEPTION is however a corrupt XSL file on the

MapStore. Use SAP Note 710346 to upload the correct XSL available via the related SAPNote. Consult SAP Support for the relevant XSL/Note.

i) Incorrect Log Settings: If the log levels of MapBox are set to a very high value, this can causea File System overload, resulting in an unexpected behavior of MapBox. Refer to MapBoxinstallation guide for the optimal settings of all MapBox log parameters.

Also refer to the MapBox Troubleshooting Guide which is available as an attachment to SAP note817787. Further common errors and methods for solutions are indicated there.

If this does not solve the problem, open a customer message under component CRM-MW-MBX.

Problems related to GWConnector

Verifying Connection to the Payload InterfaceReview this section if the following error occurs: “[ERR:3001] SOAP Transport error“

Use MS Internet Explorer or Netscape Navigator to connect to the CRM Adapter. In order to find the CRMAdapter URL, choose Administrative Tool CRM Adapter Connection General.

Your browser may return a response like “Unable to locate server XXX” or “Page cannot be displayed”.The two possible reasons for the responses are:

• The payload interface server is down.

Make sure the payload interface server is running on the specified server and is configured accordingto the port provided in the URL (The standard HTTP port 80 is used by default).

• The specified URL is invalid.If a different URL is configured for the Payload interface on the server, you will get the error message“HTTP Error 404 - Not Found“. Check the configuration of the payload server.

Resolving Payload Interface errorsReview this section if you are getting errors concerning the Payload Interface (error codes 3001 through3009). These errors can be raised while processing different operations and their resolution depends ontheir error code returned by the Payload Interface. You can find the corresponding error code in the text oferror messages.

Code Short Description

0 Success

1 Success - queue created on the fly

2 Error – access denied.Most probable reasons:

• Wrong parameters are specified for CRM Adapter connection in Admin Tool.

3 Queue does not existMost probable reasons:

• There is a problem on groupware connector or groupware adapter side. Contact support team fordetails. This error should not happen normally.

4 Another session already established

Most probable reasons:

• Two or more groupware connectors are connected to the same groupware adapter. Verify theCRM Adapter Connection setting for all running instances of groupware connectors.

5 Session ID not known


• Connection session with groupware adapter has expired due to timeout. Connector will automaticallyrestore connection as needed. This error can normally be ignored.

6 Wrong parameter



7 Property not known



8 Feature not implemented



9 Unspecific error


• There is a problem on groupware connector or groupware adapter side. Contact support team fordetails.

10 No more messages available


• All messages are already retrieved from groupware adapter’s data queue. This error can beignored typically.

11 Operation not allowed


• There is a problem on groupware connector or groupware adapter side. Contact support team fordetails.

101 SOAP transport error


• The Groupware adapter is experiencing problems with the network connection. See the chapter"Verifying Connection to the Payload Interface" for details.

Verifying Connection to the MS Exchange ServerRead this section if one of the following errors occur:

[ERR:1001] Administrative logon failed“

[ERR:2002] Logon failed for:<mailid>“

You will require MS Outlook to be installed.

Proceed as follows:

Log off from MS Outlook (if started).

Choose Start Settings Control Panel Mail applet and configure the Administrative Log-on profileas follows:

1. Display profiles.

2. Add a new “Microsoft Exchange Server” profile.

3. Type in the name of your account.

4. Specify the Exchange server and Account provided in config.xml (gw.server and gw.admin.accountproperties).

5. Select the newly created account in “When starting MS Outlook, use this profile” combo-box.

Launch MS Outlook. If MS Outlook is unable to log on either the Exchange Server name or theAccount provided is invalid.

If MS Outlook is able to login successfully, then probably you may need to follow one of twoprocedures to fix the error message: [ERR: 1001] Invalid Administrative Account. Server =???, Account =???.

[0x8004011d] E_FAILONEPROVIDER.

Add msx_gwconnect to the list of local users using Start -> Control Panel -> User Accounts aslocal administrator.

Delete as many temporarily created profiles as possible, which often fixes the error. ( Start ->Control Panel -> Mail -> Show Profiles )

If you receive the message ERR:#2002, the provided administrative account may have no permissions tolog on to the mailbox corresponding to the provided mail ID.

The Connector (as well as MS Outlook) uses Windows NT authentication for providing authorization in theExchange Server. That means, you have to log on locally to the computer running MS Outlook, using theadministrative account, when connecting to the MS Exchange Server. When running the Connector as aservice, authentication information provided on the Logon tab of the service properties is used.

Obtaining Error DetailsIn case of a connector failure, detailed error information is available in the following places:

1. Error log file provides one line per error with short info.

2. Trace log file provides detailed error information if available. You may use the contents from theerror log to search in the trace file for details.

3. ErrDumps subfolder contains detailed information about errors sent to CRM. A copy of the sentmessages is stored on the local drive.

4. queue-locks.xml use Current Locks page in the Admin Tool to view contents of this fileEach of the mentioned items is available by default. However each of them can be disabled from theAdmin Tool.

Detailed system information may be required to provide support for the solution. The information can bepartially obtained using the diagnostics tool. Refer to the section Using Diagnostics Tool for more detail.

Using Diagnostics Tool (Exchange Connector)Exchange connector includes GwcDiag.exe diagnostics tool. It will gather system diagnostics usingGroupware Connector configuration and generate reports into SysInfo subfolder.

You need to logon locally using Groupware Connector administrative account to start the tool. The tooldoes not require additional parameters to start.

Generated files are:

AddrBook.txt - contains complete dump of the Global Address book with names of the ExchangeServers holding user’s mailboxes.

Summary.txt - contains short summary of solution: administrative account, size of UserList.xml, size ofExchange Global Address Book and list of known Exchange servers (identified by references fromGlobal Address Book).

SysInfo.txt - contains the computer configuration with list of used DLLs.

UserList.txt - contains details of mailbox access verification for each user listed in UserList.xml

UserList Access.txt - contains list of mailboxes and folders the connector is not able to get access to.

UserList External.txt - contains list of external users listed in UserList.xml

UserList Invalid.txt - contains list of users who do not have a mailbox in the organization

Using Diagnostics Tool (Lotus Connector)Lotus connector includes GwcDiag.bat diagnostics tool. It will gather system diagnostics using GroupwareConnector configuration and generate reports into SysInfo subfolder.

One must logon locally using Groupware Connector administrative account to start the tool. The tool doesnot require additional parameters in order to start.

Generated files are: AddrBook.txt - contains complete dump of the Public Address Book. Summary.txt - contains short summary of solution: size of UserList.xml, size of Public Address Book

and list of known Domino servers (identified by references from Public Address Book). SysInfo.txt - contains complete dump of java environment. UserList.txt - contains details of mail databases access verification for each user listed in UserList.xml UserList Access.txt - contains list of users from UserList.xml whose permissions prevent them

accessing required databases. UserList External.txt - contains list of external users from UserList.xml UserList Invalid.txt - contains list of users from UserList.xml that are not available in the Public

Address Book.

If further help for the solution of the problem is required, open a customer message under componentCRM-MW-GWI-GWE (MS Exchange Connector) or CRM-MW-GWI-GWD (Lotus Domino Connector).

Further typical problems related to the GWConnector and ways of solving them are described in theGW Exchange Connector Troubleshooting Guide which is attached to note 957409.

Problems related to GWI applicationPlease investigate the problem following the instructions in the Groupware Troubleshooting Guide.This Guide is attached to the following note:

908577 Groupware Integration TroubleShooting Guide.

Furthermore, the GWI customizing settings might not be maintained correctly. Please check thecustomizing settings referring to the following Guide:959294 Groupware Adapter Customizing and User Guide

If this should not solve the problem, please open a customer message under component CRM-MW-GWI.

Performance problems

If performance problems in GWI system landscape are experienced, please assure that the followingperformance related GWI settings are maintained:

Settings Related to the MapBox The MapBox Log Level must be set to 4D in the production environment. MapBox Message Dumps must be disabled. Input Payload Dumps must be set to no. The Stats File must be switched off. Schedule an automatic batch job to delete the MapBox Logs every day. When you perform initial downloads, ensure that the log level is set to 4D and no dumps are

enabled.=> You need to set a higher log level and enable the dumps only for testing purposes.

Recommended memory settings for the MapBoxThe MapBox-processing involves extensive XML-processing (schema-validation, parsing,transformation, etc.) and as such, is a memory-intensive computation. Considering this; the followingrecommendations are made pertaining to Memory management:

- Heap size memory bounds of the JVM:Allocate 1024MB as the maximum heap size (-Xmx) to the JVM that hosts the MapBox.Allocate 1024MB as the minimum heap size (-Xms) to the JVM that hosts the MapBox.

How do I set the recommended memory settings for the MapBox?To set the recommended memory settings for the MapBox, perform the following steps:

SAP J2EE Engine 6.20

a) If you use Windows Services to start-stop the SAP J2EE Engine; then use the SAP J2EE

Engine 6.20 Configtool to set the memory values.

b) If you use SMICM transaction to start-stop the SAP J2EE Engine, then edit the file

Best Practice: <Title>

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cmdline.properties present at the location

<SAP_J2EE_Engine_6.20_root>\cluster\server; set the value of the -Xmx parameter

to 1024M and that of the –Xms parameter to 1024M.

c) If you use the go.bat file present at the location

<SAP_J2EE_Engine_6.20_root>\cluster\server to start the SAP J2EE Engine 620

Server; set the value of the -Xmx parameter to 1024M and that of the –Xms parameter to

1024M.

[Where SAP_J2EE_Engine_6.20_root is the root installation directory of your SAP J2EE

Engine 6.20 installation]

SAP J2EE Engine 6.40 / SAP Web AS Java 7.00

a) Use the Config Tool to set the memory values.

Also, refer to note 697062 for information on Location of JVM options and JVM output in SAPJ2EE Engine 6.20.

Further recommendations Do not send Attachments of more than 1 MB in size to or from groupware as it has a severe

impact on performance.

When you perform an initial download of business partners, ensure that the block size of theBUPA-MAIN object is set to 10. If the block size is set to a higher value, it results in a non-performant download. Equally, the block size of adapter object GWA_Country has to be set to10.

If a change in customizing affects only one customizing object, you do not need to perform adownload of all the customizing objects. It is sufficient to download the affected customizingobject.

Recommendations concerning the system landscape

Installation of components

Regarding the setup of a Groupware integration system landscape, please take the followingrecommendations into account:

Separate strictly between production and test landscape. Do not link production and testlandscape to the same mailbox! You have to be able to check for possible datainconsistencies, for example, after performing a business partner download to the Outlookpublic folder.

For J2EE versions below 640, we recommend installing the MapBox on a separate server.Theoretically, all components can be installed on the same server. But this may lead toperformance problems, as the MapBox needs high amounts of memory.


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GWConnector and Exchange Server should not be installed on the same server forperformance reasons

Outlook 2003 contains CDO by default, you do not have to install it separately

Several clients can be added to one MapBox; but: for one GWConnector, only one CRMSystem can be connected.

There cannot be 2 installations of MapBox listening to the same CRM client. Also MapBox is anon-clustered application and hence a clustered J2EE Engine is not supported.

Performance and Hardware RequirementsHardware Requirements of GWConnectorHardware requirements actually depend on the number of users on the Groupware Server and theamount of changes to be replicated.

The operational minimum requirements are:

Component DescriptionProcessor Intel PIII 600 MHz or higherMinimum RAM 256 MBMinimum Disk Space 100 MBDisplay Mode 640x480x16 or better

Result of performance testing shows that following hardware is required to serve 1000 to 1500 users:

Component DescriptionProcessor Intel P4 2 GHzMinimum RAM 512 MBMinimum Disk Space 100 MBDisplay Mode 640x480x16 or better

Performance of the connector scales linearly – one box with 4 * Intel P4 2 GHz and 2G of memory willbe able to serve about 5000 to 6000 users.

Note: all performance estimations are relevant to Groupware Connectors operating in LocalArea Network environment.

Note: Groupware Connector may share the same box with relevant Groupware Server if thebox has some performance and memory reserve. Use numbers above to check if thereis enough free resources for amount of users to be served.

Network Bandwidth RequirementsThere are different options of installing Groupware Connector

Install one instance of Groupware Connector for the entire organization. This will requirehigh-speed low latency connectivity between Connector and all target Groupware Servers.Minimum of 512Kbps is required.


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Below is the short table with the results of the performance benchmark in the real-lifeenvironment (with only one worker running):

WAN Link Avg.Msg/Sec

Avg.KBps

% LinkBandwidth

Location1: 512.0 kbits/s - frame-relay (32) 0.43 12.32 24.05%

Location2: 512.0 kbits/s - frame-relay (32) 0.59 16.77 32.74%

Location3: LAN 2.65 75.09 0.75%

Location4: 1024 kbits/s - softwareLoopback (24) 0.19 5.31 5.18%

Location5: 1024 kbits/s - softwareLoopback (24) 0.15 4.15 4.05%

where average traffic is the traffic between Groupware Connector and GroupwareServer over WAN link.

Install one instance of the Groupware Connector per LAN where Groupware Server islocated. This solution will eliminate huge network traffic between Groupware Connector andGroupware Server and will strongly improve the performance of the whole solution in adistributed environment.The result of performance measurement shows that performance of about 1 message per 2seconds can be achieved over one 56Kbpps effective bandwidth line.Note: this option is not available in SP03 release.

Hardware Requirements of the MapBoxConcerning the minimum hardware requirements of the Mapbox, review the following table:

Component DescriptionProcessor Intel PIII 600 MHz or higherMinimum RAM 1024 MBMinimum Disk Space 1 GBDisplay Mode 640x480x16 or better

For more info on performance and scalability, refer to the Release Notes document on the path<\\inblr102\sapall\common\crm\gwi\mapbox\Release Notes>

Recommended support packages/ patch levels

See below the recommended ideal system landscape for a GWI scenario:

Regarding the MapBox, the latest support package level (currently SP12) is recommended bydevelopment. MapBox SP 9 contains essential performance improvements; SPs 11/12support the automatic the automatic restart of the MapBox on a J2EE restart.

Concerning the J2EE, the latest version is also recommended (currently J2EE version 700).

GWConnector SP 10 should not be used for public folder synchronization Please refer tonote 935267.


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If the public folder synchronization is not going to be used however, the Installation ofGWConnector SP10 has the following advantage:In SPs smaller than SP10, a public folder name for installation is required. In SP 10, this is notthe case any more. This fastens the installation process.

MapBox, GWConnector and CRM system can have different SP-levels; they are independentof each other.

.

GWConnector proxy recommendationsIntegration LandscapeOverall performance of the entire solution greatly depends on the configured landscape. This isparticularly important for largely distributed organizations. The performance will be optimized if Proxyinstances never talk to remote Groupware servers, that is, the Groupware Connector Proxy should bein a LAN with the Groupware Server.

The following diagram describes right and wrong approaches for build Groupware Connector’slandscape.


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The following options can be considered to select the best solution:

Minimum required bandwidth between Groupware Connector and Remote Proxyinstance is 128kbps.

Minimum required bandwidth between Groupware Connector Proxy and removeGroupware Server is 1Mbps. (This is the case for the simplest configuration).

When using Remote Proxy in comparison to setting up the Proxy to deal with remoteGroupware Servers …

Network utilization is about 5 times less during CRM => Groupware replication.Performance of Groupware => CRM replication can be up to 100 times faster(depending on WAN bandwidth) because Remote Proxy will not utilize the networkwhile detecting the changes..

Further Information

Important NotesGeneral GWI Notes753300 Groupware integration – Creation, Deletion & Reminder fixes834041 Groupware Integration – additional field mapping908571 Groupware Integration Solution Notes: provides an overview over all notes related to

server based groupware integration908572 Private Folder Synchronization CRM->Groupware908577 Groupware Integration TroubleShooting Guide908579 Groupware Integration FAQs934841 CRM Groupware Integration Field Mappings.938591 Known Limitations with Server Side CRM Groupware Integration.

Groupware Connector Notes843407 SAP CRM GW connector ver 2.1 bug fixes and enhancements

935267 SAP CRM GW Connector ver 2.1 SP10 upgradation problem

957409 Groupware Exchange Connector TroubleShooting Guide

Components: EP-KM-GW* or EP-KM-CRM-EXC

CRM-MW-GWI-GWE and CRM-MW-GWI-GWD

MapBox Notes693065 Security Recommendation for MapBox Configuration

690162 Change in signature of function module ISP_MAPBOX_2

710346 Upload and Download of Map Scenarios

776448 Patch Installation of CRM non-ABAP components

817787 MapBox Troubleshooting Guide

899930 Indexing MBMANDTSTORE for better performance

900431 ISP_S* queue fails with error parsing XML


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905063 Background Job to activate ISP* INBOUND queues for MapBox

852027 MapBox related Notes

906739 GRMG cannot be configured for MapBox

Component: CRM-MW-MBX and CRM-MW-SYP

GWI Application Notes959294 Groupware Adapter Customizing and User Guide983436 Groupware Integration:Filtering on UserList.xml file870955 Groupware Integration-256 character Subject mapping.935129 Groupware Integration: Deletion and Updation of UserList.xml.904876 Supported Recurring Appointments from Groupware to WFM.905363 Yearly Recurring Appointments MapCase Exception.887203 Groupware WFM Integration. Updating Recurring All Day

Appointments.903070 ISP_O * queue in NOSEND status for notification.919687 Task Synchronization from CRM to Groupware.935930 Synchronizing Activity Dates in the Past.

Component: CRM-MW-GWI*

Knowledge Documents

For GWI related documents, you can refer the following sections:

1) To configure Groupware Adapter: In http://help.sap.com => Search Documentation. Under SAP Business Suite, search for the “Groupware Integration Setup and Load Guide”.

Newer versions of this documentation are currently available in the SAP Service Marketplace:CRM 4.0:http://service.sap.com/instguides SAP Business Suite Solutions SAP CRM SAP CRM 4.0General and Technical Installation Guides

CRM 5.0:http://service.sap.com/instguides SAP Business Suite Solutions SAP CRM SAP CRM 2005CRM Core and Standalone Components

2) In http://service.sap.com/instguides under the section SAP Business Suite Solutions->SAP CRM->SAP CRM 4.0->General and Technical Installation Guides

a) MapBox 4.0 SP09 (or higher) b) SAP Groupware Connector 2.1 - Installation c) SAP Groupware Connector 2.1 - Administration

http://help.sap.com/

http://service.sap.com/instguides




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What is Groupware

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