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1 IntroductionClient-based groupware integration enables you to synchronize tasks, appointments, andcontacts between Microsoft Outlook or IBM Lotus Notes and SAP CRM so that you canaccess from the groupware client all data that has been created in an SAP CRM application.
Data can be transferred in both directions.
1.1 About this DocumentPurpose
This guide outlines the steps for installing the client groupware integration component. Thiscomponent must be installed locally on a PC to enable synchronization of data. Installation istypically carried out by an administrator or IT support. Note the software requirements forinstallation (section Software Prerequisites below).
Constraints
This guide does not explain how to install the back-end system and the SAP CRM server. It
assumes that these are already in place.
1.2 Further InformationFor more information about the functions supported by client-based groupware integration,see the SAP Library for SAP Customer Relationship Management in SAP Help Portal atht t p: / / hel p. sap. com/ cr m- cor e -> <choose a release> -> Application Help -> <choose
a language> -> Data Exchange and Mobile Technologies -> CRM Integration Services ->Groupware Integration -> Client-Based Groupware Integration.
2 PreparationDownload the latest setup file for the Client Groupware Integration Component from the linkmentioned in SAP Note 1563898. Follow the steps outlined in the section Installation below tostart the installation process.
Before you start using client-based groupware integration, make sure that you havecompleted configuration as described in the section Mandatory Post-Installation Steps inthis document.
Versions of Client Groupware Integration Component
The software listed below must be installed before you start installation of the ClientGroupware Integration Component.
• You require administrator rights to install the client groupware integration component.Business users to not require administrator rights, since the software can be installed bya remote admin user.
Administrator rights are only required for installation, not for using the software.
• You require administrator rights to install the following software (see the table below formore information):- Lotus Notes or Microsoft Office( x32 bit)- .NET Framework Runtime- Visual Studio Tools for Office Runtime (VSTO Runtime)- Office Primary Interop Assembly (Office PIA) (only for Microsoft Outlook client)
• If you are not running the setup from the WebClient UI, the setup file must be availableon the system as a local copy.
4 NoteIf you are using Microsoft Office 2007 and 2010 (not 2003), the following pop-up mightappear in the following situations:
•
When an administrator installs or upgrades the client groupware integration component ineither manual or silent mode.• When a user logs onto a machine and opens Microsoft Outlook, triggering loading of
1. On the WebClient UI Home page, click Personalize in the header area. In theGroupware Integration context area, click on Install Synchronization Software.
2. Select the default mail client.Note: When you install or upgrade the software, the language setting is automaticallyEnglish. For business users, the user interface has the language selected for thegroupware profile download.
3. Select the machine configuration.
As of version 10.29.01 of the integration component you have the option to install thecomponent on a Citrix Server.
Auto synchronization is not supported with a Citrix Server installation.
4. Select the installation folder.
5. Choose Next > to continue.
A check runs to determine whether the required software has been installed, and the
status is displayed, as shown in the example below.
6. If the software requirements are fulfilled, or warnings only are displayed, click Install tocontinue with installation, otherwise click Cancel and arrange for the missing softwareto be installed.
If you clicked Install, the installation runs and the status is displayed, as shown in theexample below.
1. On the WebClient UI Home page, click Personalize in the header area. In theGroupware Integration context area, click on Install Synchronization Software.
2. Select Upgrade.
3. Click Next > to continue.
A check runs to determine whether the required software has been installed, and thestatus is displayed, as shown in the example below.
4. If the software requirements are fulfilled, or warnings only are displayed, click Upgrade to continue with upgrade, otherwise click Cancel and arrange for the missing softwareto be installed.
If you clicked Upgrade, the upgrade runs. The upgrade status is displayed as shown inthe examples below.
5. Display the installation log if required.6. Click Finish to complete the installation.
10 ConfigurationYou can make the settings described below before or after installation of the ClientGroupware Integration Component.
10.1 Settings for AdministratorsGroupware Integration Customizing
Make generic Customizing settings for groupware integration
You do this in Customizing for Customer Relationship Management, under
Define groupware profiles
Groupware profiles determine the synchronization settings that are valid for a set of
business users, based on their SAP CRM business role, the country assigned in their
business partner master data, and the language that they select for profile download.
CRM
Middleware and Related Components -> Client-Based Groupware Integration -> Settings
for Client-Based Synchronization.
You define profiles in SAP GUI transaction GWI PROFI LE (you can also find this
transaction in Customizing for Customer Relationship Management, under CRM
Middleware and Related Components -> Client-Based Groupware Integration -> Create
and Define Settings for Client Profiles)
You use the checkbox Modifiable in Client to determine whether the business user can
change the settings in the synchronization settings on the groupware client or in the SAP
CRM WebClient UI.
.
Each profile must be assigned to a business role (the country and language fields can be
left blank).
For a list of currently available parameters, see Parameters for Groupware Profiles.
User-Related Settings
Ensure that CRM users are assigned to a business partner of the type Employee
You do this in organizational management (transaction PPOMA_CRM or BP).
Ensure that CRM users have an association w ith a valid CRM business role
You do this in organizational management (transaction PPOMA_CRM or BP). The role
must have one of the following profile types:
• No Classification
• IC WebClient Business Role
• CRM WebClient Business Role
Optional: Assign a busin ess role to users for determination of a groupware profileYou need to do this if multiple roles are assigned to a user in the organizational model, to
ensure that the correct groupware profile is determined for groupware integration.
Otherwise the system would determine the first role assigned to the user, which may not
be correct.
You define which role is used for the profile determination in SAP GUI transaction SU01.
On the Parameters tab, enter the parameter CRM_GWI _PROFI LE
with the parameter
value set as the business role to be assigned to the user.
10.2 Settings for Business Users If multiple roles are assigned to you in the organizational model, assign a business role to
your user for determination of a groupware profile (if this has not already been done by
administrator).
This ensures that the correct groupware profile is determined for groupware integration,.
Otherwise the system determines the first role assigned to you, which may not be correct.
You assign the role as follows:
1. In the SAP CRM system (SAP GUI), choose System -> User Profile -> Own Data
2. On the Parameters tab, create the parameter
.
CRM_GWI _PROFI LE
Before you start working with groupware integration, click Edit Synchronization Settings
on the Personalize page of the SAP CRM WebClient UI to download your groupware
profile.
with the parametervalue set as the business role to be assigned to the user.
Add the SAP CRM server site name to the trusted sites list in your browser as follows:
1. Open the Internet Explorer.
2. Choose Tools -> Internet Options -> Security and in the Trusted Sites screen area,choose Sites.
3. In the Add this website to the zone field, enter the SAP CRM server website andchoose Add.
4. Choose Close to close the window and apply the settings.
You may get a warning that you are changing security settings. In this case, chooseYes to close the window, and then OK in the Internet Options window. Close allbrowser windows and restart the Internet Explorer.
Enable cached exchange mode in Microsoft Outlook as follows:
1. In Microsoft Outlook, go to the account settings.
2. In Microsoft Outlook 2003/2007 choose
3. In Microsoft Outlook 2010 choose
Tools -> Account Settings...
4. On the E-mail tab, select the Microsoft Exchange server and choose Change...
File -> Info -> Account Settings -> AccountSettings...
5. In the Microsoft Exchange settings, select the Use Cached Exchange Mode checkbox.
6. Choose Next -> Finish
If you are working over a VPN connection, make sure you have the following Microsoft
Outlook settings:
to complete the setting.
o Download Full Items
o On Slow Connections Only Download Headers
The groupware client must be open before synchronization starts.
10.3 Parameters for Groupware Profi lesYou use the checkbox Modifiable in Client to determine whether the business user can
change the settings in the synchronization settings on the groupware client or in the SAP
CRM WebClient UI.
Property Possible Values (Explanation) CorrespondingSynchronization Setting
AccountSearchResults Must be <blank> Search result columns
AddressDelimiter
Determines the separation of thehouse number and street name.
None
<blank> : On upload, the housenumber and street name are splitinto the House No. and Street fieldsin SAP CRM. On download, aspace is inserted between thehouse number and street name.
, (comma): On upload, the housenumber and street areconcatenated in the Street field inSAP CRM. On download, a commais inserted between the housenumber and street name.
For more information, see the SAPLibrary (navigation described inFurther Information above), section Address Delimiter and Address
Grouping for Contacts.
ALL
True: Show theConflicts/Confirmations window ifan item is created, modified, ordeleted.
Confirmation and Conflicts
page -> Show ConfirmationWindow For -> All checkbox
False: Do not showConflicts/Confirmations window ifan item is created, modified, ordeleted.
AlwaysShowConflict is replacedwith the parameter “ALL” and thevalue maintained is copied toParameter “ALL”.
Note: As of version 10.29.01 of theClient Groupware IntegrationComponent, this parameterreplaces the parameter"AlwaysShowConflict". If you areupgrading to version 10.29.01, youneed to run the report attached toSAP Note 156398, which copies thevalue for the parameter"AlwaysShowConflict" to theparameter "ALL".
Determines the how single sign-oncertificates are collected from thecertificate store
CRM Server page -> SingleSign On Details -> CollectCertificate via
SubjectName: The SubjectName
value in the Details tab of thecertificate is considered for singlesign-on.
IssuerName: The IssuerName value in the Details tab of thecertificate is considered for singlesign-on.
WindowsAuthentication : TheMicrosoft Windows user name withwhich you are logged into thesystem is considered for singlesign-on.
SerialNumber : The SerialNumber value in the Details tab of thecertificate is considered for singlesign-on.
BrowseFromPath: The browsedpath for the certificate is consideredfor single sign-on.
Conflict
Determines the action if a conflictoccurs during synchronization
Conflicts and Confirmations page -> Conflict ResolutionOptions
GW has Priorit y: The item isunchanged in the groupware clientand overwritten in SAP CRM.
SAP CRM has Priority: The item isunchanged in SAP CRM andoverwritten in the groupware client.
Open Conflic t Resoluti on: TheConflicts/Confirmations windowappears and the business userdecides which version of the itemhas precedence.
Note: The values that you canselect depend on your setting forthe parameter "OnConflict" asfollows:
If "OnConflict" = "True", all theoptions can be selected.
If "OnConflict" = "False", GW hasPriority and SAP CRM has Prioritycan be selected.
If "Conflict" = "Open ConflictResolution" and "OnConflict" ="False", run the report attached toSAP Note 1563898 to set the valueof Conflict to "SAP CRM hasPriority" as a default value
This property applies to automaticsynchronization. If the parameter“AutoSyncConflictOption” is set toFalse, this setting takes priority. Auto Synchronization page ->
Additional Settings -
> checkbox Use confirmationand conflict settingsconfigured for manualsynchronization
SAP CRM has Priority: The item isunchanged in SAP CRM andoverwritten in the groupware client.
GW has Priorit y: The item isunchanged in the groupware clientand overwritten in SAP CRM.
ContactAttachment
Contact with Attachment:Synchronize attachments forcontacts.
Maximum number of contacts to besynchronized in a single request.This is used to avoid timeout errorsduring synchronization of largenumbers of contacts.
None
NextDays
The number of days/weeks/months(depending on the value of theparameter “To”
None) in the future for
which data is synchronized.
OnConflict
True: The Conflicts/Confirmations window is enabled.
An item is considered to bemodified if the last modified timechanges.
The last modified time of asynchronizable item in SAP CRMcan change without a user makingany changes to the content of theitem. This can happen due to anumber of activities in the SAPCRM system, such as partnerdetermination, attachment offactsheets to appointments, andsaving.
To ensure that only items thathave actually been changed by auser are considered modified, theSecondsTolerance value shouldbe greater than the delay in theupdate of the last modified timeresulting from the activitiesmentioned above.
Default setting: 20 seconds
If the delay in the save of an itemtakes more than 20 seconds, thenincrease this value greater thanthe delay.
If the delay in the save of an itemtakes less than 20 seconds, thendecrease this value and set it to avalue slightly greater than the
delay.
None
SecondsToleranceSlave
An item is considered to bemodified if the last modified timechanges.
The last modified time of asynchronizable item in Outlook canchange without a user making anychanges to the content of the item.This can happen due to a numberof activities on the MicrosoftExchange server and a delay insaving.
To ensure that only items thathave actually been changed by auser are considered modified, theSecondsToleranceSlave valueshould be greater than the delayin the update of the last modifiedtime resulting from the aboveactivities.
Default setting: 20 seconds
If the delay in the save of an itemtakes more than 20 seconds, thenincrease this value greater than
11 TroubleshootingThis section provides possible solutions for problems that may arise.
The Conflicts/Confirmations window does not appear when synchronization istriggered, but synchronization is carried out successfully.
Check whether you have run the ABAP report attached to SAP Note 1563898
(GWIReport.zip), which adds new parameters such as “AlwaysShowConflict”, “Reminder”
and “EnableLog” to the profile tables. The conflict screen is shown only when the parameter
“AlwaysShowConflict” is enabled.
Af ter successfu l ins tal lat ion of the Cl ient Groupware In tegrat ion Component , when Iclick on Synchronize or click to edit the synchronization settings I get a popuptelling me to install the integration software.
Make the trusted sites settings described in the section Settings for Business Users in this
document.
When upgrading the Client Groupware Integration Component a network errormessage is disp layed:
Remove the duplicate entry of the Client Groupware Installation Component as follows:
1. Download and install the Microsoft Windows Installer Cleanup Utility for your
operating system from the Internet.
For Windows XP, you can download the utility from the following page:
The message ‘Object reference not set to an instance of an object ’ is displayedwhen I click Edit Synchronization Settings or Synchronize in the SAP CRMWebClient UI.
Make sure that Microsoft Outlook is open before you click Edit Synchronization Settings or
Synchronize in the SAP CRM WebClient UI.
When I click Options in the SAP CRM menu in Microsof t Outlook , I get an emptysettings sc reen with a message ‘SAP CRM Profile is not available’.
Always download the profile the first time from the SAP CRM WebClient UI.
Appoin tments, tasks and contacts are synchronized to Microsof t Outlook but thecategory ‘SAP CRM’ is missing in these items.
Check whether the category ‘SAP CRM’ is listed in the Master Category list in Microsoft
Outlook. If it is not, add it to the master category list. Also implement SAP Note 1560254. If it
has already been implemented, then re-implement it.
Appoin tments synchronization is not working. Appo intments are dupl icated aftersynchronization.
The Windows user logged on is considered the organizer of the appointment and the SAP
CRM user logged on is considered the employee responsible. Implement SAP Note 1566407
in which this change is addressed.
When I try to install the Client Groupware Integration Component f rom the SAPCRM WebClient UI, it tries to invoke ‘setup.msi’ but the MIME object has a‘setup.exe’.
The setup file of the Client Groupware Integration Component series 10 was initially released
as ‘setup.msi’ and was later changed to ‘setup.exe’. Implement the SAP Note 1562571 to
make this change.
Junk characters appear in the Notes section in the SAP CRM WebClient UI when
I am unable to change some synchronization settings in the SAP CRM GroupwareSynchronization Settings window.
In the definition of the groupware profile in SAP CRM Customizing there is a checkbox
‘Modifiable in Client’.
The parameters for which this checkbox is selected are editable in the groupware integration
plug-in; otherwise they are not editable.
Role determination for the user during groupware profile download is incorrectwhen there are mult iple roles assigned to t he user.
The new user profile parameter CRM_GWI_PROFILE resolves this issue. Implement SAP
Note 1554739.
I am using SAP CRM 2007 and the groupware profile SAP_DEFAULT is notavailable.
Implement SAP Note 1564703 to add the SAP_DEFAULT profile.
The Calendar Maintenance checkbox i s selected in the activities and hence they arenot displayed in the SAP CRM WebClient UI calendar. However, these appointmentsare synchronized to Microsoft Outlook withou t taking this setting into account.
In order to take the Calendar Maintenance setting into account for groupware
synchronization, implement SAP Note 1560254.
A new count ry is ass igned to the user in bus iness partner master data, but no newprofile is downloaded.