57221CRM Middleware

India SAP CoE, Slide 1

CR1050 – SAP CRM Middleware v1.0


CRM Middleware

1 PrepareMe

2 TellMe

3 ShowMe

4 LetMe

5 HelpMe


CRM Middleware

1 PrepareMe

2 TellMe

3 ShowMe

4 LetMe

5 HelpMe


PrepareMe

• Purpose • Use • Challenges


Purpose • CRM Middleware links together the various heterogeneous

systems (mobile clients, R/3 back-end systems, BW, etc.) within a CRM landscape, and provides all components with the necessary information

• CRM middleware is scalable and can easily be configured to grow with your company’s needs.

• Data is exchanged between the CRM system and the connected R/3 System or any third party system primarily via the CRM Middleware. This can be realized through adapters


Use

• SAP- CRM Middleware is used exchange data between the CRM system, mobile clients, connected R/3 System or any third party system

• It’s main functionalities are:– Data Queuing and Transport– Replication and re-alignment– Data Exchange and Mapping


Challenges

• Troubleshooting Errors• Any enhancement to the standard SAP objects


CRM Middleware

1 PrepareMe

2 TellMe

3 ShowMe

4 LetMe

5 HelpMe


TellMe

• Overview• Concepts• Tools• Others


Overview

• CRM-Middleware• Landscape• CRM Middleware Architecture


CRM Middleware links together various types of data producers within a CRM landscape.

• Mobile clients• R/3 back-end systems• BW• Other Non SAP systems

It is the component responsible for replication, synchronization and distribution of data objects between the CRM application and other back-end systems.

CRM-Middleware


Landscape

000


CRM Middleware Architecture

• The CRM Middleware– Is integral part of

CRM server– Is the message hub

• Requires– No additional software– No extra installation– No extra server

• Benefits– Significantly reduces

integration costs

CRM Server

CRM Middleware CRM ServerApplications

SAP Web Application Server

Groupware Adapter

External Interface Adapter

R/3 Adapter

BW Adapter

Mobile Client Adapter

CRM Database

CRM Adapter

(Validation service)

CDB


Concepts

• Data Exchange• Site Type Concept• Initial download• Adapter Objects• Delta Load• Synchronization load• Request load• BDocs• Replication and Re-alignment • Publication-Replication Concept• CDB (Consolidated Database)


Data Exchange

• Data exchange between SAP CRM and SAP R/3 back end or Third Party systems or Mobile Clients take place primarily via the CRM Middleware

– SAP CRM & SAP Back End systems: A plug-in is installed in R/3 end which acts as the equivalent of R/3 adapter in the CRM side.

– Third Party systems: The data exchange is done through XIF (External Interface) adapters, either in the form of XML documents or in the form of IDOCs.

– Mobile Clients: The mobile clients are connected to the CRM server via communication station.


Site Type ConceptEvery receiver of messages is represented within the CRM Middleware as Site. There is a one-to-one relationship between sites and physical receivers. Each site is assigned to a site type . A site representing a SAP R/3 Back-End is of site type R/3

Mobile Clients

Site A

Same Site Type

Non R/3 Back-ends via XMLR/3 Backend

Same Site Type

Site B Site C Site D Site E


Initial download• CRM being the Lead System, all data coming inside the CRM system is

considered as download.

• Through initial load Business and customizing data can be downloaded.

• Initial load can be done from the R/3 Back-End to the CRM Database, from the CRM Database to the CDB, from the CRM Database to external site

• Transaction: R3AS


Initial Download of Customizing data (from R/3)

R3AS : Start Initial Load

For CustomizingAdapter Object

R/3 Adapter

Mapping FM

CRM Table

CRM R/3CRS_FIRST_DOWNLOAD_TRIGGER

Generic Extractor

R/3 Table

BAPIMTCS

qRFC

qRFC


Initial Download for Business Data

R3AS : Start Initial Load

For Business Adapter Object

R/3 Inbound Adapter

Validation Service

Outbound Message Flow

Inbound Message Flow

CRM Application

CRM Database

CRM R/3CRS_FIRST_DOWNLOAD_TRIGGER

Specific Extractor

R/3 Tables

BAPIMTCS

qRFC

qRFC


Business Adapter Objects

R3AC1

Source Site

R/3 tables used by the extractor

Filter Option

Filter Criteria


Delta Load

• The delta download and upload is used to keep the business data and the master data in the CRM, the R/3 system, and the CDB in sync during normal operation.

• Delta load is applicable only for business data and not for customizing data.

• Manual de-activation of Delta Loads is possible via the transaction R3AC4.

• For this, in the CRM Server for each object class there are two groups of queues which control the data transfer.

– Via the queue group for the initial data download (R3AI*), the initial data is provided for the CRM Server from the R/3 backend.

– In the queue group for the delta data synchronization (R3AD*) change information is collected for the initial data.

• During an initial data transfer the delta queues are suspended for each business object.

• Once the initial data transfer is complete, the delta queues are released again and the change information forwarded to the CRM Server.


Synchronization Download

• This type of download is used for customizing data and is only possible between CRM and an R/3 based OLTP system.

• In contrast to the delta download for business objects, customizing data is not downloaded automatically. Instead, the synchronization download has to be started manually or should be scheduled for fixed time intervals (e.g. weekly or monthly) in a productive system.

• The queue name for these queues starts with R3AI* and can be monitored in the monitor for initial download.


Request DownloadData request can be done in 3 steps

1. Defining requesta. We can define data requests from an R/3 backend or from the CRM

database. b. The filter criteria defined for the initial data transfer from R/3 are

taken into account automatically in requests. c. Transaction: R3AR2

2. Start requesta. This function allows you to request defined data from a source site

and transfer it to a target site. b. Transaction: R3AR4

3. Monitor requesta. Here we can analyze or stop data requests to the R/3 back-end. b. Transaction: R3AR3


BDocs

• BDoc Introduction• BDoc Classes- Overview• sBDoc (Synchronization BDoc)• mBDoc (Messaging BDoc)


Business Documents (BDocs)

BDocs acts as a process container for processing Business objects and for transporting them as one unit instead of having to process/transport several individual table entries.

Mobile Clients CRM Server

KNA1 ADRC KNVV

BDoc “David”

CRM Server


Business Documents (BDocs)Distinction

• BDocs Type: This is a structure that needs to be defined to each Business object.

• BDoc Instance: The BDoc type with all the required fields.

• BDoc message: This contains “modified” fields only. It also includes deleted fields. There will be one BDoc instance for a Business Object, but there can be multiple BDoc messages (with their own Id’s) for one BDoc instance.

( All fields )

BDoc type (structure)KNA1

KNA1

KNVV

BDoc instance Customer BDoc “David”

NAME1 = “David”

NAME2 = “Boon”

KUNNR = “60078”

BDoc message Customer BDoc “David” . Task = “update”

Fields CITY1 = “New York” , Street = “1 Broadway”

(Contains only modified fields)

Also: “insert” or “delete


Decoupling of Messaging and SynchronizationTwo Integration Layers

• The Messaging Layer uses messaging BDocs for data exchanges with CRM Server Applications, R/3 Back-ends and external System. The synchronization layer exchanges data with mobile clients and uses synchronization BDocs.

R/3 Backend

• Messaging

• Synchronization

CRM Server

The synchronization layer provides more sophisticated replication services

Synchronization Layer

Messaging Layer

SAP Web Application Server

SAP BW

Non R/3 Backend


BDoc Classes- Overview

Synchronization BDocs (sBDoc)

sBDoc

Messaging BDocs (mBDoc)

mBDoc

Mobile Application BDocs

BDoc

• Data synchronization with Mobile Clients.• Mapping between of BDoc segments and CDB

tables.• Transport changed fields (delta info., net data)

• No exchange with Mobile Clients. • Not stored in CDB• No mapping between segments and database

tables.• Transport entire instances (gross data) to CRM

server application

• Used by the mobile sales/service application on the mobile client to query data from database.


mBDoc (Messaging BDoc)mBDoc type consists of two parts:

/1CRMG0/CRMW_BUPA_HEAD002

BUS_E1_MAIN

Classical Part

• This is a mandatory structure.

• The BDoc header and segments are arranged in a hierarchical fashion.

• To be modeled with BDoc modeler.

• This is used to determine the receivers of mBDoc messages.

• Generated structure

Extension

• This is optional structure.

• To be modeled with DDIC

• Contains the transaction data.


sBDoc (Synchronization BDoc)

• Only used for data synchronization with mobile clients.

• sBDoc types contain direct mappings to tables of the consolidated database. sBDoc types are used to make data persistent in the CDB and to exchange messages between the CRM Server and mobile clients.

• Realignment and dependencies between sBDoc types are supported.

sBDoc structure

Control segment

Header

Body

…

Error segment

Data segment

Data segment

Type, sender, timestamp, …Type, sender, timestamp, …

Business Partner Master

Business Partner Address

Eg. OrderEg. Order


Synchronization BDoc Type Synchronization BDoc Name

Name of the DDIC message

structure

mBDoc mapped to sBDoc

Function Module generated on activating the

BDoc


Replication and Re-alignment

• Replication means message forwarding to one or more site or The distribution of Business data from a source site to a target site through the CRM Server. It defines the rules for how the data is distributed

• Replication Model is created in the Administration Console. In Administration Console we define the sites for data replication

• Objects to define a Replication Model are: – Replication Object– Publication – Subscription

• The process of data redistribution is called data Re-alignment.


Publication-Replication Concept

• Publication• Subscription


Publication

• Publications are defined as data containers in which data is grouped together logically.

• Replication object can be assigned to a publication. • You define publications in order to make them available to

subscriptions.• You can use these to subscribe to sites (data sets) for the

predefined publications and you can state concrete values for the criteria fields.

• You can only change publications of the type Unfiltered (bulk) and Simple unfiltered.

• There are different types Of Publication– Intelligent– Simple Intelligent (SYNC)– Bulk– Simple Bulk (MSEG)– Simple Intelligent (MSEG)


PublicationPublication

Type

List of Replication object included in

the publication

Publication is assigned to this subscription.

Criteria value assignment for the

publication


Subscription• Subscriptions are assignments of sites to previously defined publications.

They are created and maintained by the system administrator. Only when subscriptions have been made for a site is data made available to this site.

• You can determine the distribution of data to the current sites by creating subscriptions. For this reason you have to subscribe to a publication, and then you can assign one or more sites to the subscription.

Subscription is assigned to the

site


SubscriptionCreating Subscription

• Choose Object Create

• Choose Continue and in the following screen enter the name of the new subscription, as well as the publication to which you want to subscribe

• Choose Continue. You now have to establish criteria values for your subscription in the case of intelligent and simple intelligent publications.

To do so, enter a low value for each criteria field and also a high value if the operator requires a value range.


CDB (Consolidated Database)

• CDB is a logical Database within the CRM database

• Most CDB tables have the prefix “SMO” in their table name.

• CDB tables that correspond to R/3 tables have the same table name plus the prefix “SMO”.

• CDB tables and R/3 tables are partly alike.

• Depending on the application, CDB tables may have less or more fields than the relating R/3 tables.

CDB

A B C

Table SMOxyz

A B C

Table xyz


Tools

• Administration Console• DIMA• BDoc Modeler• MW Cockpit• Queue monitor• Middleware Trace


Administration Console• It is used for administering sites and mobile users, as well as for administering and

configuring data distribution

• Administration console supports the creation, change and deletion of R/3 sites

• The entries for jobs to extract data from BDoc types of the type bulk in EXTRACTBLK which is one of the replication and realignment queues are created by the Administration Console

• Transaction: SMOEAC


Create R/3 site in Admin Console

• After Creation of the Site, Subscriptions are assigned to it

Get Site Attributes

Get Site Attributes


The Data Integrity Manager (DIMA) • It helps you to detect and repair inconsistencies between objects across components within

the SAP CRM System landscape, means we can actually compare records at table level, say, for business partners; across systems. i.e. between CRM and R/3 or CRM and CDB (Mobile).

• DIMA tool is accessed via transaction code – SDIMA


BDoc Modeler • The BDoc Modeler is a tool used for displaying, creating and enhancing BDoc types and these

BDoc types are further stored and administered in the CRM Middleware Repository

• The hierarchical segment structure is modeled with the BDoc Modeler

• Transaction: SBDM


Monitoring Cockpit • The Monitoring Cockpit provides you with status information and also serves as a

navigation platform to access important administration and monitoring tools

• The Monitoring Cockpit provides an alert monitor for CRM Middleware.

• Transaction: SMWP


Queue monitor• There are various queues within CRM Middleware which can be

displayed and monitored. Following are the different queues– Mobile Site queue– Outbound queues– Inbound queues– Replication & Realignment (R&R) queues

• Queue Scheduler: – QIN Scheduler (Trans: SMQR) - The processing of all inbound queues

is scheduled by the QIN Scheduler. You can use this scheduler to register, deregister, activate, or deactivate your queues.

– QOUT Scheduler (Trans: SMQS) – This is implemented to improve performance when sending qRFC and tRFC messages.


Queue monitor• Site queue: With this function you can display all the mobile sites defined in the CRM System

together with the queue assigned to each of these sites.

For eg. if we want to know which queue is assigned to a specific site, if we want to check if this queue has been registered for the qRFC scheduler and when data was last entered into this queue.

Transaction: SMWMQUEUES


Queue monitor• Outbound queues: Transaction-SMQ1

CRM queue groups Description

Outbound queues

CDB* Start queues for loads CRM -> CDB

CRM_SITE* Load queues for Mobile Clients

CSA* Send queues of CRM Server Applications

EXT* Start queues for loads CRM -> Ext.

R3AI/R* Start queues for loads from ERP Backend system

R3AU* Load queues CRM -> ERP Backend system


Queue monitor• Inbound queues: Transaction-SMQ2

CRM queue groups Description

Inbound queues

CRI* Initial load queues CRM -> CDB

CRM_SITE* Load queues from Mobile Clients

R3A* Load queues ERP Backend -> CRM

CSA* Send inbound queues of CRM Server Applications


Queue monitor

• Replication & Realignment (R&R) queues: Monitors the replication and realignment queues for the clients of the CRM System. To call up this function in your SAP Easy Access user menu choose Architecture and Technology Middleware Monitoring Queues Monitor R&R Queues.

Transaction: SMOHQUEUE


Middleware trace • The Middleware Trace Monitor is a tool to record events and display the recorded

information.• Depending on the data we want to display, we can specify different trace levels.• To get a higher granularity of the trace data, you can also choose between

several trace environments


Others

• XIF Adapter• Groupware Adapter


XIF Adapter• Data is exchanged between the CRM System and a connected third-party

system primarily via the CRM Middleware. The connectivity is realized through the XIF (external Interface) Adapter. The XIF Adapter transfers data from and to the external system, usually with XML documents via HTTP (s).

• The external interface adapter (XIF adapter) provides: – Services in the CRM Server Messaging Flow – Bulk-message capable IDoc and XML interfaces for external systems.

XIF AdaptermBdoc

XML file

XML file

External Systems

CRM


Groupware Adapter

• An enhancement to the CRM Middleware provides a framework that seamlessly integrates mySAP CRM with the Microsoft Exchange or Lotus Domino groupware server.

• This capability allows users of groupware solutions to access tasks and business partners that have been created by an application of the mySAP CRM solution. This CRM groupware integration will also include Workforce Management.

• Business Scenarios • Account Management• Activity Management• Workforce Management


Groupware Adapter • The Groupware Adapter on the CRM server supports the conversion

of messages.

• BDoc messages are converted to standard Groupware formats (iCalendar and vCard). iCalendar and vCard are the Internet standards for the display of Groupware calendar objects and contacts

dSAP Groupware Connector

Groupware

Server CRM Server

CRM Server

CRM Middleware

Groupware Adapter

MapBox

Message Transformation

Business Partners

ActivitiesXML

Vcard/ICalendar XML BDoc Message

BDOC Message

--------------------

_____________


CRM Middleware

1 PrepareMe

2 TellMe

3 ShowMe

4 LetMe

5 HelpMe


ShowMe

• Initial download - Monitor • BDoc monitor• Analyzing Problem• Debugging from CRM to R/3


Initial download - MonitorTransaction: R3AM1

This transaction is used to monitor the progress of the Initial download


BDoc monitor

Transactions: SMW01 / SMW02

Features of BDoc monitor:• Analysis

– Search for special error situations per BDoc ID, BDoc type, user, date, message ID, flow context, BDoc status and linked BDoc messages.

• Display functionality• Corrective action

– Reprocess failed BDocs

– Delete failed BDoc messages

Re-process

Delete

Show error


Analyzing Problem

Tips for troubleshooting:

Scenario: Data exchange with R/3 system

• Analyze the status of BDoc message• Check outbound/inbound queue in CRM side• Check for short dumps in R/3 side• Check outbound/inbound queue in R/3 side• Check for short dump in CRM side


Debugging from CRM to R/3

Steps for debugging a document from CRM to R/3

• Stop the document flow in the queue– Stopping the flow without deregistering the queue

– Stopping the flow by deregistering the queue

• Start the process from queue • Call to R/3 system


CRM Middleware

1 PrepareMe

2 TellMe

3 ShowMe

4 LetMe

5 HelpMe


LetMe

1. Create a BP and find out the sites to which it is being replicated. Hint: Replication object is BUPA_MAIN

2. In initial load we need to replicate a certain range of sales orders from R/3. How can this be achieved?

3. Identify the Adapter object that could be used download R/3 Material. Note down the associated Bdoc name.

4. Download a single Material from R/3 to CRM through Request download.

5. Go to Admin Console and identify the connected R/3 site.


CRM Middleware

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2 TellMe

3 ShowMe

4 LetMe

5 HelpMe


HelpMe

• Flow Context• Tools available for analyzing the problem• Middleware Monitoring Transactions• Appendix: Classification of BDoc States


Flow context

• A sequence of services for a BDoc type is called Flow Context. The entire Flow of a BDoc type may consist of one or more Flow Contexts.

• Transaction: SMO8FD


Analyzing Problem

Tools available for analyzing the problem:

Receivers SMW01: Displays a list of the receivers of a message

Errors SMW01: Displays error segments

Middleware Trace SMW01: Displays records for individual steps

Classic Data SMW01: Data segments of a message

Extension Data SMW01: Extension of a message (only for m-BDoc messages)

Outbound queues SMQ1 (see also outbound queue scheduler SMQS)

Inbound Queues SMQ2 (see also inbound queue scheduler SMQR)

Short Dumps ST22

DIMA SDIMA: Compare and adjust data between two data sources

System log SM21: Check for “User xxx is deleting inbound/outbound queue xxx” to see if queues were manually deleted.


Middleware Monitoring Transactions

Some of the main monitoring transactions:

Tool Description

SMWP Monitoring Cockpit

SMW01 Monitoring BDoc Messages

SMW02 BDoc Message Summary

SMW02A BDoc Message Error Analysis

SMW03 Unprocessed BDoc Messages

SMWT Monitoring Middleware Trace

SMW00 Error Handling Customizing

SMOHQUEUE Replication/ Realignment

R3AM1 Monitoring Initial Load

SMQ1 qRFC Outbound Queue Monitor

SMQ2 qRFC Inbound Queue Monitor

SMQR Inbound Queue Scheduler

SMQS Outbound Queue Scheduler


Classification of BDoc States

Bdoc State BDoc State Description

D01 To be processed (Debug)

E01 Technical error (incomplete)

E02 Partially send, receivers have errors

E03 BDoc cannot be read from DB

E04 BDoc validation error

E05 Inbound processing failed

E06 Outbound processing failed

E07 Conversion error

E08 Mapping error

E09 Update failure

F01 Rejected (fully processed)

F02 Confirmed (fully processed)

F03 Set to processed (fully processed)

F04 Confirmed (fully processed by all receivers)

F05 Information (no processing)

I01 Received (intermediate state)

I02 Written to qRFC Queue (intermediate state)

I03 After qRFC step (intermediate state)

I04 BDoc stored before update task (intermediate state)

O01 Sent to receivers (not all have confirmed)

R01 Retry after temporary error

T01 Temporary lack of ressources in application layer