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Manage mySAP CRM Internet Sales 2.

0B

Best Practice for Solution Management

Version Date: January 2002


The newest version of this Best Practice can always be obtained through
the SAP Solution Manager or the SAP Service Marketplace
Contents
Applicability, Goals, and Requirements ....................................................................................................2
Best Practice Procedure and Verification .................................................................................................3
Introduction.........................................................................................................................................3
CRM Internet Sales (CRM-ISA) Scenarios ..................................................................................3
Solution Landscape......................................................................................................................3
Core Business Processes ............................................................................................................5
Procedure ...........................................................................................................................................5
Business Process: ISA B2B Sales Order Management...............................................................5
Overview of Business Process Steps in ISA B2B (2.0B) .......................................................7
Process Step 1: Search Products.......................................................................................7
Process Step 2: Configure Products...................................................................................9
Process Step 3: Determine the Price of the Product ........................................................12
Process Step 4: Create Shopping Basket (Sales Order with Status) ..............................14
Process Step 5: Check Availability for Product (SAP R/3 or SAP APO)..........................16
Process Step 6: Save Shopping Basket as Wish List ......................................................17
Process Step 7: Create Sales Order ................................................................................18
Process Step 8: Sales Order Management in OLTP ........................................................19
Business Process: ISA B2C - Sales Order Management ..........................................................19
Overview of Business Process Steps in ISA B2C (2.0B) .....................................................20
Process Step 1. Search Products.....................................................................................20
Process Step 2. Configure Products.................................................................................21
Process Step 3. Determine the Price of the Product ........................................................24
Process Step 4. Create Shopping Basket (IPC Document) .............................................27
Process Step 5. Create Web User/Login..........................................................................28
Process Step 6. Save Shopping Basket as Wish List ......................................................28
Process Step 7. Create Sales Order ................................................................................29
Process Step 8. Check Availability of a Product ...............................................................30
Process Step 9. Payment Check ......................................................................................31
Process Step 10. Sales Order Management in OLTP ......................................................31
Further Information .................................................................................................................................31
Background Information and Reference ..............................................................................31
Applicability, Goals, and Requirements
To ensure that this Best Practice is the one you need, consider the following goals and requirements.

Goal of Using this Service


This Best Practice explains how to manage and monitor the business-processes in your mySAP
Customer Relationship Management solution for Internet Sales (release 2.0B). In both the business-
to-business (B2B) and business-to-customer (B2C) scenario, the most important business process is
the process Create Sales Order.
In this document, the mySAP CRM Internet Sales solution is abbreviated as CRM-ISA, or simply ISA.
The SAP R/3 application system is referred to as the SAP R/3 OLTP system (online transaction
processing system).
The classic implementation of mySAP CRM Internet Sales comprises an SAP CRM server and an
SAP R/3 OLTP system. Maintaining high availability for all components in such a distributed system
landscape is of particular concern the availability of the CRM system, the OLTP system, and other
components, such as the Internet Transaction Server (ITS), the Internet Pricing Configurator
(IPC) and the index server. Guaranteeing this availability requires extensive maintenance and
monitoring activities for the different components and interfaces incorporated in the overall system
landscape.
This Best Practice guides you through developing a basic business-process management concept for
mySAP CRM Internet Sales.

Alternative Practices
You can get SAP experts to deliver this Best Practice on-site by ordering a Solution Management
Optimization (SMO) service known as the SAP Business Process Management service.

Staff and Skills Requirements


To implement this Best Practice, you require the following teams:
Application Management Team
The business-process management concept based on this Best Practice should be created by the
Application Management Team comprising experts from your companys:
Business department
Solution support organization (for example, the IT department and the Help Desk)
Implementation project team
Execution Team
The Execution Team is responsible for applying the procedures derived through using this Best
Practice. This team includes:
Persons designated to perform business-process monitoring and ensure that business processes
run smoothly
The business-department end users and the IT department
All parties involved in the customers support and monitoring organization

System Requirements
None.
Duration and Timing
Duration: Creating a business-process management concept could take around one week per
business process. Implementing the business-process management concept could take around one
additional week.
Timing: The best time to apply this Best Practice is during the planning phase or during the
implementation phase of your mySAP solution.

How to Use this Best Practice


Read the Introduction below to get clear about the terms of reference. Then, for each listed process
step, document and follow the associated monitoring, error handling, restartability problems and
escalation procedures.

Best Practice Procedure and Verification

Introduction

CRM Internet Sales (CRM-ISA) Scenarios


CRM Internet Sales facilitates electronic commerce between enterprises and between enterprises and
consumers.
mySAP CRM Internet Sales allow manufacturers, mail order firms, wholesalers and retailers to market
their products directly over the Internet. It actively involves your customers in Internet-based value
chain activities. Both you and your customers can benefit from optimized, integrated processes,
personalized product offers, one-to-one marketing campaigns and an increased return on investment.
This opens up the Internet as a diverse channel for interaction with your customers.
There are two different integration scenarios for using a mySAP CRM Internet Sales solution:
Business-to-Business (B2B) This scenario describes how your company can offer and sell goods
and services over the Internet and how business customers can view and buy these products on your
Web page. The customer is enabled to find and order a desired product quickly. Marketing aspects
play a minor role.
Business-to-Customer (B2C) This scenario describes how your company can offer and sell goods
and services on the Internet and how customers can view and buy these products on your Web page.
Products are displayed so as to entice buyers and maximize turnover. Marketing aspects play an
essential role.

Solution Landscape
The substantial components of a CRM-ISA installation are summarized in the following table and
shown schematically in the subsequent figure.

OLTP System The Online Transaction Processing system covers functionality for sales
and distribution and financial accounting.
CRM Server The CRM Server is used for:
Central data storage and distribution unit for the CRM
components
Message handling between clients and server, temporarily
storing information and guaranteeing its delivery
Data exchange with the R/3 OLTP system and other external
systems
ITS The Internet Transaction Server is the communication interface between
the Internet browser and the CRM Server. The ITS also regulates the
communication to backend systems and other components (IPC, index
server)
Web Server The Web Server is used to provide the Internet environment for the Web
shop representation, i.e. handling HTTP requests from Internet browsers.
IPC The Internet Pricing and Configurator is used to configure products and
determine their correct prices.
index server The index server is used for indexing all kind of documents that can be
handled in the R/3 or CRM environment. It uses search engine like Verity
or SAPs TREX Search Engine.
KPRO The Knowledge Provider is used to store multimedia documents for the
product catalog
Content Server The Content Server can optionally be used to administrate a larger
amount of documents in the product catalog. Accessed via HTTP.

For the smooth and reliable operation of the core business processes, you need to ensure high
availability and performance of the following system components:
CRM Server
OLTP System such as SAP R/3
ITS, IPC and index server
Basic instructions for the monitoring of these components are given in the Further Information section.
SAP delivers CRM with a special monitor set including a monitor for the technical middleware
components of the CRM-ISA solution that can be used from SAPGUI through transaction RZ20. For
more detailed information on how to install this monitor, see SAP Note 420661 ("CCMS monitor for
middleware monitoring for CRM/EBP"). For general information regarding the use of Computer Center
Management System (CCMS) in combination with the Solution Manager for central monitoring, refer to
the SAP Best Practice for Solution Management Central System Monitoring for mySAP.com that you
can download from the SAP Solution Manager or from the SAP Service Marketplace.
To ensure the high availability and performance of the technical components in the ISA scenario (in
particular of the ITS, IPC and index server) a kit of monitoring agents is being developed. Future
versions of this document will include an update on this.

Internet Sales Architecture (Minimum Components)


Logistics Business Service Interaction Presentation
Execution
publish
R/3 Backend

CRM Server Index


h Server
l is
p ub
Browser
ITS
Web Browser
Server
Browser

Glossary:
Glossary:
ITS
ITS == Internet
Internet Transaction
Transaction
Server
Server
IPC
IPC = Price & Config. Engine
= Price & Config. Engine

IPC
Figure 1: CRM-ISA 2.0B Solution Landscape (Minimum Components)

Internet Sales Architecture (with Optional Components)


Logistics Business Service Interaction Presentation
Execution
Business Content publish
Connector Server
R/3 Backend

CRM Server Index


h Server
is
ubl
p
Browser
ITS
Web Browser
Server
Browser

Glossary:
Glossary:
ITS
ITS == Internet
Internet Transaction
Transaction
Server
Server
BW
BW == Business
Business Information
Information
Warehouse
Warehouse
BW APO APO
APO == Advanced
Advanced Planner
Planner and
and
Optimizer
Optimizer
IPC IPC
IPC == Price
Price &
& Config.
Config. Engine
Engine

Figure 2: CRM-ISA 2.0B Solution Landscape (with Optional Components)

Core Business Processes


The following core business processes are considered to be the most vital processes for an SAP
CRM-ISA installation:
Master data download from the R/3 OLTP system to CRM server
Setup Web shop and product catalog on CRM Server
Publishing configuration & catalog data to index server and Internet Pricing and Configurator (IPC)
Save shopping basket as wish list
Sales order management
Check order status
Order upload from CRM Online to the R/3 OLTP system and fulfillment
This Best Practice document describes the management of the business process Sales order
management in the two scenarios Business-to Business (B2B) and Business-to-Customers (B2C),
and a process-oriented monitoring concept including the various components of a CRM-ISA solution
based on the classic integration scenario.

Procedure
For each of the process steps listed below within the business processes "ISA B2B Sales Order
Management" and "ISA B2C Sales Order Management", follow the monitoring, error handling,
restartability problems and escalation procedures.

Business Process: ISA B2B Sales Order


Management
Business customers select an employee to act as a contact person for sales orders. The process
starts when contact persons log on to the Web shop using a user ID and password. In the Web shop,
they can view a best-seller list containing personal product recommendations. These
recommendations are based on profiles created for each business when business customers first log
on to the Web shop. Customers can also navigate directly to the product catalog, where they can
browse the entire range of products or services. Customers select the products they wish to purchase,
place them in their shopping basket and proceed to the check out, where the order is finalized. The
item net value and taxes are calculated in the Internet Pricing and Configurator (IPC) and transferred
from the IPC to the CRM via the Internet Transaction Server (ITS). At the check out, the order
contains prices specific to the individual customer and customers can view the availability of their
chosen products. This availability check can be performed in an R/3 OLTP system or in a SAP
Advanced Planner and Optimizer (APO) system. A sales order is created in your CRM and back end
systems, where authorized sales representatives can easily access it for further processing.
Overview of Business Process Steps in ISA B2B (2.0B)
Internet Sales B2B: Sales Order Management (2.0B)
Index Server SAP CRM R/3 System

Search products Login to web shop

IPC Retrieve bestseller list

Configure product

Determine price for the


product 2
3 Check availability for
Create shopping basket
product
1 (sales order with status)
(no reservations)
4

Save shopping
basket as wish
list
Sales Order
Management
Create sales
order

Internet Sales B2B: Sales Order Management with APO (2.0B)

Index Server SAP CRM APO

Search products Login to web shop

Retrieve bestseller list


IPC
Configure the 2
product

Determine price of 1 Create shopping basket 3 Check availability for


the product (sales order with status) product
(temp. reservations)
4
R/3 System
Save Check availability for
shopping product
basket as 4 (reservations persistent)
wish list
Sales Order
Management
1
Create sales 3
4
order
2

Convert 2 Create sales order


3
reservation in R/3
1

Process Step 1: Search Products


The Internet user logs on to the Web shop using an ID and password. This step is necessary to
identify the Internet user as the contact person for the sales process. The user can then browse and
search in the Web catalog for products. This step takes place in the index server, so there is no load
on the CRM server.
The user can also perform direct order entry instead of browsing in a catalog for products. If the
material number is entered, a shopping basket is created without using a catalog.

Monitoring Activities
Apart from safeguarding the availability of the system components OLTP System, CRM server, IPC,
index server, ITS and Web server, SAP recommends that you monitor the objects listed in the
following table in order to ensure good performance for the business step Search products.

Monitoring Monitor Indicator or Monitoring Activity or Responsibility


Object Frequ. Error Error Handling Procedure

Index server Under Long times Check whether the ITS cache is Software
performance (>1000 activated for the index server module monitoring team
problems milliseconds) provider (see SAP Note 340067)

A high load on the ITS (that is, many Web users) affecting services ISA-B2B and ISA-B2C results in
long queue times due the index server not coping with the numerous ITS module calls.
To verify that the problem is caused by the index server, set the trace level of the index server module
provider and then analyze the resulting trace files (see SAP Note 340044). A timeframe of 1000
milliseconds or more for the index server suggests that the bottleneck lies there, depending on the
network topology.
If the "Search Products" process is extremely slow, check the value for the parameter ~TRACEDUMP
in the service file ISAB2B.SRVC. If the value is 1, this means that the trace is activated, which is
probably the reason why the process is so slow. In normal operation this parameter must be set to 0.

Error Handling Procedures


Troubleshooting at log on
If the log on in the initial screen does not succeed, this indicates a connection problem between the
ITS and the CRM server. Contact your system administrator and ensure that the connection is working
properly.
Timed out connection after logging on
After logging on, a new session (content user) is created in the Internet Pricing and Configurator (IPC).
A probable reason for a timed out session at this stage is that the IPC is not responding to the
request of the ITS. Typically, restarting the IPC will solve the problem.
Product inconsistencies
The Internet user notices product inconsistencies (data is missing or erroneous) in places that
previously did not show inconsistencies. It may be that after an update replication from the product
catalog, the ITS cache has not been updated. In order to avoid the old cache being used, you must
manually reset the cache in the ITS Administration tool every time an update replication has been
done. The periodicity with which the ITS cache is refreshed can be set in the ITS configuration. As a
rule of thumb, plan product catalog replication during a period of low or no activity in the Web shop. In
this way, operations in the Web shop will not be affected when the ITS cache is updated.
Message "IPC errors" in the browser
Typically, this kind of error appears in the implementation phase, but they could also appear during
production if, for example, HTML templates have been modified, new Support Packages were applied
or the MPRSPC.DLL version (IPC module provider) is not up-to-date. Restarting the IPC should also
help. While restarting the IPC, every Web user session will be stopped; therefore this should be done
in a development or testing environment, and never in a production environment unless this is
unavoidable.
Message "index server errors" in the browser
These are also typical implementation problems, but they could also appear in a productive
installation. To handle this kind of problem, you can do the following:
Call Internet service IMSTEST. Load the corresponding index of the catalog you want to test.
If you scroll down the browser screen, in the indexes table you will find the message Try a
search for highlighted index: . To display the content of the selected index, click Go.
Look for error messages. If there are any error regarding inconsistencies between index
server and CRM, you may need to run a delta download from the product catalog on the CRM
server.
Process Step Restartability
If necessary, you can restart the index server. However, if you do this during a product catalog
replication from the CRM server to the index server, look for possible errors in system log on the CRM
server.
Escalation Procedures
In situations that may require escalation, contact the system and network administrator.

Process Step 2: Configure Products


This is an optional step. The IPC allows customers buying your products in the Web catalog to choose
exactly which product components they require. Specifying these product components is called
"configuring" the product.
In release 2.0B, the IPC holds its own database (MS SQL Server 7.0). The master data that the IPC
uses for products configuration is maintained in the R/3 OLTP system. In an initial download,
configuration data are downloaded from the R/3 OLTP system to IPC via qRFC using the IPC data
loader. Configuration changes can be downloaded by subsequent delta downloads.

Monitoring Activities
Apart from safeguarding the availability of the OLTP System, CRM server, IPC, ITS and Web server, in
order to more fully safeguard the business step Configure products, SAP recommends that you
monitor the objects listed in the following table.

Monitoring Monitor Monitor Indicator or Monitoring Activity Responsibility


Object TA/Tool Frequ. Error or
Error Handling
Procedure
CPU of IPC Task Daily Response time > CPU Software
Manager 2500 milliseconds monitoring team
ITS ITS Upon error or AGate Software
Administration performance monitoring team
problems Log files, trace files

In order to avoid performance problems during this business process step, regularly monitor the CPU
consumption caused by the IPC. For detailed information on how to monitor the CPU consumption in
the IPC, see SAP Note 372170.
Regularly monitor the ITS, particularly when there are errors or performance problems. For detailed
information on how to monitor the ITS, see SAP Note 388198.

Error Handling Procedures


Troubleshooting errors in calling the IPC for product configuration (see Roadmap 2.1)
After checking the configuration icon at product level, you find there is a problem when the IPC is
called for product configuration. If Support Packages were recently applied, perform the following
checks:
Check whether the Support Package level in the CRM server matches the Support
Package level in the IPC (look for more information in recent SAP Notes). If not,
implement identical Support Package(s) in the CRM server and IPC.
Check whether the Internet services were published to the ITS with the transaction SE80.
If not, the most recent modifications were not updated in the ITS server.
Check in SAP Notes whether there is a newer version for the IPC module provider files
MPRSPC.DLL and IPC.DAT. If you are using an older version of these files, install the
most up-to-date version.
Troubleshooting while calling the IPC

? CRM support package matches with IPC support package? (look for SAP Notes)

? Have been the internet services published to the ITS (SE80)?

Look for a current SAP Note regarding MPRSPC.DLL and IPC.DAT

Implement matching support packages in CRM server and IPC

Roadmap 2.1
Troubleshooting IPC configuration (see Roadmap 2.2)
If you find that the configuration in the IPC is not working properly and Support Packages were
recently applied, perform the following checks to find out the cause of the problem.
- Check whether the configuration in R/3 or the runtime version (configuration-relevant master
data, also known as the "knowledge base") has changed. For detailed information on the
generation of a runtime version, display the R/3 application log. To do this, start transaction
SLG1, then enter log object PPVA and sub-object KBMT.
- Use transaction CU50 to check whether the configuration is working properly in the R/3
OLTP system. If the configuration is also not working in R/3, review the configuration rules
in R/3, and, once this is working properly, make a delta download to the IPC. Customizing
changes in R/3 can only be copied manually to the IPC or via an initial download.
- Check whether the current runtime version in the IPC is the same as in R/3. To check the
runtime version in the IPC, call the Internet service IPC:
http://webserver:port/scripts/wgate/ipc/!. Then click a product to display a list with basic
settings. To check the runtime version in R/3, run transaction CU36, and enter the name of
your runtime version to display the version number. If you need more detailed information,
choose the Basic data icon.
If the current runtime version in the IPC is not the same as in R/3, you should download the
new runtime version to the IPC. To do this, from the Variant Configuration menu in R/3
choose Knowledge base >> Runtime version >> Display/Export (or execute transaction
CU36). Enter the name of your runtime version. Choose Download. Enter your password
and confirm. If any errors occur during download, an error log is generated and saved as
SXE_LOG.HTML in the directory where the SCE (Service Configuration Engine) is installed.
The default directory for installation is C:\Program Files\SAP\SCE. Use this log to display
error messages.
- Use transaction SMQ1 in OLTP to check whether there is data in the outbound queue with
destination IPC. If you find data in the queue this indicates that the data loader is not picking
up the data automatically from the queue for further processing. Restart the data loader and
investigate why this happened in order to avoid it in future. To investigate errors in delta
download processing, see SAP Note 337703.
- At the same time you should use transaction ST22 to check whether there are short dumps
on the CRM server or in the R/3 OLTP system. If you find dumps from configuration
programs, review those programs together with the development team.
- As a general procedure, SAP always recommends checking whether the same behavior
appears with SAP standard HTML templates. If SAP standard templates are working
properly, you should review your self-developed templates or services. If SAP standard
templates are not working either, then you should open a SAPNet problem message.
- If this checklist does not help you to find out the cause of the problem, open a SAPNet
message for further investigation.
Troubleshooting with the configuration in the IPC

? Has the configuration in R/3 or the runtime version changed?

? Is the configuration in R/3 working properly? (CU50)

? Is the runtime version in the IPC the right one?

?
Are they data in the outbound queue in OLTP with destination IPC? (SMQ1)

Restart the data loader

Investigate the reason why they are data in the queue

Look at dumps in CRM and OLTP (ST22)

? Does the same behavior appear with SAP standard templates?

If not, investigate the own-developed templates or services

If this check list did not help to solve the problem, open a SAPNet message
for further processing

Roadmap 2.2

Process Step Restartability


If necessary, you can restart the ITS server and IPC server. However, if you do this in a productive
environment, all users being logged at that moment will lose their sessions.
Restartability of IPC by Delta Download: Once you have selected Start Synchronization, it runs
automatically whenever master data that is replicated in your IPC database is changed in the R/3
system, and whenever new knowledge-base objects or runtime versions are created for configurable
products.
The data is stored in the RFC queue until the IPC database is ready to receive it. This means that no
changes are lost, even if:
The receiving system is down
You stop synchronization (delta download)
An initial download is running.
Initial downloads automatically interrupt the delta download temporarily. Delta download is then
resumed automatically as soon as the initial download is completed.
To investigate errors in the delta download process, you can check delta queues
CRM_DELT_MATERIAL, CRM_DELT_CONDITIONS, and CRM_DELT_SCE in the R/3 system by
choosing transaction SMQ1.
If the status of one of these queues is set to Stopped:
Check whether the connection is up by choosing Tools >> Administration >> Network >> RFC
Destinations. Under TCP/IP Connections, double-click on your RFC destination (IPC), then
choose Test connection.
If the connection is up, restart the queue by choosing Restart without activating.
You can stop a delta download at any time without losing any changes. (You may want to do
this for maintenance purposes.). To do this, select Stop synchronization on the Download tab of
the IPC data loader.

Escalation Procedures
In situations that may require escalation, contact the system administrator or your development team.
The process owner of this process must be aware of any functional and development problems.
Process Step 3: Determine the Price of the Product
The price of the product that is displayed in the catalog is calculated in the IPC.
The master data that the IPC uses for pricing is maintained in the R/3 OLTP system. In an initial
download, pricing data is downloaded from the R/3 OLTP system to IPC via qRFC using the IPC data
loader. Pricing condition changes are updated in the IPC via delta download.

Monitoring Activities
Monitoring Monitor Monitor Indicator or Monitoring Activity or Respon-
Object TA/Tool Frequ. Error Error Handling Procedure sibility
CPU of IPC Task Daily Poor CPU Software
Manager performance monitoring
team
ITS ITS If error or AGate Software
Administration performance monitoring
problems Log files, Trace files team
Outbound SMQ1 Daily They are data Investigate the cause why there is Software
queue in R/3 in the queue data in the queue monitoring
with dest. IPC team

Regularly monitor the CPU consumption caused by the IPC in order to avoid performance problems
for this business process step. For detailed information on how to monitor the CPU consumption in the
IPC, see SAP Note 372170.
Regularly monitor the outbound queue in the R/3 OLTP system with destination IPC. In normal
conditions, the IPC data loader automatically captures the documents in the queue. If data remains in
the queue, this symptom indicates that the IPC data loader is not working properly
To improve performance in the IPC in general, import the service packs, use the latest IPC.DAT, and
use the latest versions of IPC_SCRIPT_PERSISTENTVARIABLE.HTML and IPC_WEBSCE.FLOW.
If you find error conditions or performance problems, you can also monitor the log files and trace files
on the ITS. For detailed information on how to monitor the ITS, see SAP Note 388198.

Error Handling Procedures


Troubleshooting while displaying the price of the product in the catalog (see Roadmap 3.1):
You notice that the price for products being displayed in the catalog is incorrect or zero. If Support
Packages were recently applied, SAP recommends implementing the following checks to find out the
cause of the problem.
If the displayed price for a product is zero, you should open a SAPNet message. If not, proceed with
the following checks:
- Check whether pricing is working properly in CRM and R/3 by using transaction
CRMD_ORDER in CRM and transaction VA01 in the R/3 OLTP system. If pricing is not
working in CRM and in R/3, you might review the pricing conditions in R/3, and once it is
working properly there, make a delta download to the IPC. Customizing changes in R/3 can
only be copied to the IPC via an initial download.
- Check whether the current runtime version in the IPC is the right one. To check the runtime
version in the IPC, call the Internet service IPC: http://webserver:port/scripts/wgate/ipc/!.
Then click in a product to display a list with basic settings. To check the runtime version in
R/3, run transaction CU36, enter the name of your runtime version to display the version
number. If you need more detailed information, choose the Basic data icon.
If the current runtime version in the IPC is not the right one, download the new runtime
version to the IPC. To do this, from the Variant Configuration menu in R/3 choose
Knowledge base >> Runtime version >> Display/Export (or use transaction CU36). Enter
the name of your runtime version. Choose download. Enter your password and confirm. If
any errors occur during download, an error log is generated and saved as SXE_LOG.HTML
in the directory where the SCE (Service Configuration Engine) is installed (the default
directory for installation is C:\Program Files\SAP\SCE.) Use this log to display error
messages.
- Use transaction SMQ1 in the R/3 OLTP system to check whether there is data in the
outbound queue with destination IPC. If you find data in the queue, this indicates that the
data loader is not picking up the data automatically from the queue for further processing.
Restart the data loader and investigate why this happened in order to avoid it in future.
- At the same time you should use transaction ST22 to check whether there are short dumps
in the R/3 OLTP system. If you find dumps from pricing programs, review those programs
together with the development team.
- Check whether there is any problem with the IPC cache. For detailed information on this,
see the SAP Online Documentation in the SAP Internet Pricing and Configurator directory. If
there is a problem with the cache, restart the IPC and the ITS.
- If you could not find the cause of the pricing errors and the pricing is working properly in R/3,
SAP recommends that you contact a CRM pricing consultant to review whether the pricing
procedures you have implemented in R/3 are also supported in the IPC.
- As a general procedure, it is always recommended that you check whether the same
behavior appears with SAP standard HTML templates. If the case SAP standard templates
are working properly, review your self-developed templates or services. If SAP standard
templates are not working either, open a SAPNet problem message.
- If you cannot find the cause of the problem using this checklist, open a SAPNet message for
further investigation.
Troubleshooting while displaying the price of the product in the catalog

? Is the displayed price different of zero?

? Is the pricing in CRM online and in OLTP R/3 working properly?

? Is the runtime version in the IPC the right one?

?
Are they data in the outbound queue in OLTP with destination IPC? (SMQ1)

Restart the data loader

Investigate the reason why they are data in the queue

Look at dumps in OLTP (ST22)

? Is there any caching problem in the IPC?

Restart IPC and ITS

Review with an expert IPC consultant if the same R/3 pricing is also allowed in IPC

?
Does the same behavior appear with SAP standard templates?

If not, investigate conditions maintenance, own-developed templates,

If these checks did not help, open a SAPNet message for further processing

Roadmap 3.1

Process Step Restartability


If necessary, you can restart the ITS server and IPC server. However, if you do this in a productive
environment, all users being logged at that moment will loose their sessions.
Escalation Procedures
In situations that may require escalation, contact the system administrator or your development team.
The process owner of this process must be aware of any functional and development problems.

Process Step 4: Create Shopping Basket


(Sales Order with Status)
In the Web Shop, you can place products into the virtual shopping basket by creating an order directly
via fast order entry (by entering the material number) or identifying products through the search
function in the product catalog. Once the shopping basket contains all articles to be purchased, you
check out and submit the order. Customer-specific prices are displayed. At this stage, a sales order is
created in the CRM server.
Sales orders are automatically created in the CRM system for Internet orders. Condition application
and pricing are used in the CRM system for order processing. In CRM release 2.0B there is no
condition maintenance or Customizing for condition application (condition tables, condition types,
access sequences, pricing procedures). Instead, the Customizing settings and the condition data must
be transferred from the R/3 system into both the CRM database and the Internet Pricing and
Configurator (IPC). ABAP pricing is transferred via the initial download to the CRM database. IPC
pricing is transferred via data loader to the IPC database. Item net value and taxes are calculated in
the IPC and transferred from the IPC to the CRM via the Internet Transaction Server (ITS).
CRM pricing is basically the same as R/3 pricing but has the following restrictions:
The pricing result can only be changed indirectly via quantity changes. You cannot enter new
conditions or change available conditions.
The detail screen for header conditions is not available.
Price agreements are not possible.
There is no condition update, rebate, product costing, or material evaluation.
Only pricing procedures that do not use the customer tax code are be used in the CRM system.
The customer tax code is not available in the CRM system. The pricing procedures RVCXUS,
RVCEU1 and RVCEU2 are set up accordingly.
There is no header division in the CRM system, only a product division. Condition types from the
R/3 system that contain the header division (such as condition type K007) cannot be used in the
CRM system.
Tax determination where the tax basis is reduced to the cash discount amount is not possible in
the CRM system.
Conditions for a product hierarchy are not possible in the CRM system.
The function for sales area conversion cannot be used when accessing condition records in the
CRM system.
When the shopping basket has been ordered, a sales document is created in the R/3 system from the
sales business process in the CRM system. R/3 pricing is used here (see figure 4.1 below).
IPC

Browser: Internet Transaction


Internet Sales Server

R/3: CRM 2.0B:


-Pricing for postprocessing - Pricing for postprocessing
-Rebate det. possible - Sales transaction with
-Logistics execution quantity change
-Billing - Tax determination

Figure 4.1

Monitoring Activities
Monitoring Monitor Monitor Indicator or Monitoring Activity or Respon-
Object TA/Tool Frequ. Error Error Handling Procedure sibility
Performance STAD, Daily Long times Monitor RFC statistics Application
ST05, (>1000 ms per monitoring
ST03 line item) team
Performance EW Performance Monitor processing time and tuning Application
session, problems of performance monitoring
SAP Julep team
trace
Functional SAP Julep Functional Investigate which function modules Application
errors trace errors or HTML templates cause errors monitoring
team

Regularly monitor the RFC response time statistics with the statistical records monitor (transaction
STAD), system workload analysis monitor (transaction ST03) and SQL trace monitor (transaction
ST05) in the CRM server and R/3 OLTP system
If you find performance is critically poor, SAP recommends ordering an EarlyWatch session with a
focus on performance tuning.
To tune performance and analyze functional errors, you might also analyze the SAP Julep trace. To
activate SAP Julep trace, set ~tracedump=1 in the service file. When the trace is finished, set the
parameter back to 0. For more information, see SAP Note 330844. To interpret the results of the trace
there is a special ABAP report: in transaction SE38, run ABAP report
BAMCRM_ITS_TRACEVIEWER. This report is available not only in CRM systems but is included in
every R/3 basis system as of release 4.0.

Error Handling Procedures


Sales order with errors
In the daily operation of your business, the CRM online user may encounter sales orders that contain
errors and cannot automatically be processed further. In order to find the corrupted orders, use
transaction CRMD_ORDER in the CRM server to search for sales orders with status contains errors."
This displays all orders that contain errors and the corresponding error log for that order. To obtain
more information on why the error happened and what you can do to solve it, double click the
respective error item. SAP recommends creating a workflow so the corrupted orders receive the
necessary post-processing.
Pricing error.
In SAP CRM release 2.0B, the price of the shopping basket will be calculated 3 times (by IPC, CRM
and R/3). If you get pricing errors in this business step, use transaction CRM_SHOP to check which
option you selected for pricing in Customizing. If prices, taxes or conditions are to be redetermined in
CRM, SAP recommends checking whether the Customizing for pricing has been performed correctly
in the CRM server.
Shopping basket with more than 40 items
If the Internet users of your Web shop usually create big shopping baskets (around 40 items or more),
SAP recommends checking for SAP Notes that may help you to improve performance and avoid
system bottlenecks.
Internet user gets error messages.
It may happen that daily Internet users get errors and the selling company is not aware of it. SAP
recommends enabling Internet users to report errors. For example, in your Web shop, you could give
a phone or e-mail contact where users could report problems. This way, you can investigate why
these problems occurred and set up a proactive strategy in order to avoid future errors.

Escalation Procedures
In situations that may require escalation, contact the system administrator or your business process
owner.

Process Step 5: Check Availability for Product


(SAP R/3 or SAP APO)
When a product is transferred to the shopping basket, an availability check is performed in the
background. The availability of the product is shown at item level in the shopping basket. When a
sales order is entered in the SAP CRM system, it is important to know whether the products are
available and can be delivered on time. In order to confirm whether the requested items can be
delivered on time, the following functions need to be performed:
Available-to-Promise (ATP) availability check
Delivery Scheduling
Transportation Scheduling
These functions are performed either by the R/3 OLTP system or by the mySAP Advanced Planner
and Optimizer (APO) system, which is the SAP system used for Supply Chain Management.

Check product availability in R/3


If you do not have SAP APO, you can execute a product availability check using the R/3 OLTP system.
This function gives your customers information on the latest availability situation. No temporary
reservations will be made; reservations will be only created in the R/3 system once the sales order is
saved. In the B2B scenario, the confirmed data and the delivery date with the available amount are
shown to customers on item level during the transfer of a product into the shopping basket.

Check product availability in SAP APO


The confirmed amounts are reserved in the SAP APO system. The requests are transferred to
production or purchasing, when the sales order is saved in CRM and then transferred to R/3 OLTP.
In the B2B scenario, the confirmed data and the delivery date with the available amount are shown on
to customers on item level when transferring a product to the shopping basket.

Monitoring Activities
Monitoring Monitor Monitor Indicator or Monitoring Activity or Respon-
Object TA/Tool Frequ. Error Error Handling Procedure sibility
Performance STAD, Daily Long times Monitor RFC Statistics Application
ST05, monitoring
ST03 team
Regularly monitor the RFC response time statistics with the statistical records monitor (STAD), system
workload analysis monitor (ST03) and SQL trace monitor (ST05) in the CRM server and R/3 OLTP
system.
If you find that there are critical performance problems, SAP recommends ordering an EarlyWatch
service with a focus on performance tuning.

Error Handling Procedures


If ATP is done in R/3
If the displayed available amount for a product equals 0, this either means that there is no stock in the
warehouses or it indicates a functional error within the availability check in the Web Shop. Use
transaction CO09 in R/3 OLTP to check the availability overview for that product. If the available
amount in R/3 OLTP differs from zero, this confirms that there is a functional error in the availability
check in the Web Shop. SAP recommends opening a SAPNet message for further investigation.
If ATP is done in APO
If the displayed available amount for a product equals 0, this either means that there is no stock in the
warehouses or it indicates a functional error within the availability check in the Web Shop. Check the
availability in the APO system with transaction /sapapo/ac04. If the available amount in the APO
system differs from zero, this confirms that there is a functional error within the availability check in the
Web Shop. SAP recommends reviewing the Customizing and if the problem cannot be resolved there,
open a SAPNet message for further investigation.

Escalation Procedures
In situations that may require escalation, contact the system administrator or your business process
owner.

Process Step 6: Save Shopping Basket as Wish List


If users do not immediately want to order products using the shopping basket, they can save the
contents of the shopping basket as a wish list. They can access the wish list at any subsequent time.

Monitoring Activities
Monitoring Monitor Monitor Indicator or Monitoring Activity or Respon-
Object TA/Tool Frequ. Error Error Handling Procedure sibility
BDocs SMW01 Daily Red light at Investigate the cause Application
BDoc level monitoring
team
Outbound SMQ1 Daily Queues are Investigate the cause Application
queue stopped monitoring
team
Performance STAD, ST05, Daily Long times Monitor RFC Statistics Application
ST03 monitoring
team

When the shopping basket is saved as wish list, a BDoc is generated. This BDoc transacts with the
application database to request or write data. To ensure a good throughput for this business step, SAP
recommends monitoring the status of BDocs on a daily basis using transaction SMW01. For all BDocs
that are stopped, you should take a corrective action and investigate the cause of the stop.
Use transaction SMQ1 to monitor the data transmission between CRM and R/3 OLTP system. Queues
destined for the OLTP system should be relatively short and quickly processed. Investigate the cause
for any queues in status stopped.
Regularly monitor the RFC response time statistics using the following monitors: the statistical records
monitor (STAD), the system workload analysis monitor (ST03) and the SQL trace monitor (ST05)
both on the CRM server and in the R/3 OLTP system.
Error Handling Procedures
For each BDoc, error handling is maintained in transaction SMW00. For example, you could set up
error handling so that after 10 unsuccessful attempts at processing the BDoc
CONGEN_OBJECT_WRITE, an e-mail is sent to the responsible person. Per BDoc, the number of
executions and action to be taken must be defined. In addition, the required workflow must be set up
in transaction SWU3.

Configured products do not appear in the wish list


The business partner had saved a wish list with configured products and the configuration does not
appear when the wish list is retrieved. The business partner must report this problem to the buyer call
center to make the helpdesk aware of this problem. Check that the code is working properly and if you
do not find the cause of the problem, open a SAPNet message for further processing.

Escalation Procedures
In situations that may require escalation, contact the system administrator or your business process
owner.

Process Step 7: Create Sales Order


A sales order is created in the CRM server and transferred to the R/3 OLTP back-end system. In both
the CRM server and the R/3 system, the order can be accessed for further processing by an
authorized sales clerk.

With APO Integration


If the B2B scenario is integrated with SAP Advanced Planner and Optimizer (APO), an additional
availability check is performed that includes a persistent reservation for the product. Once the sales
order has been transferred to R/3, the reservation is converted in APO, and the sales order is further
processed in R/3.

Monitoring Activities
Monitoring Monitor Monitor Indicator or Error Monitoring Activity or Respon-
Object TA/Tool Frequ. Error Handling Procedure sibility
BDocs SMW01 Daily Red light at BDoc Investigate the cause Application
level monitoring
team
Queues in SMQ1, SMQ2 Daily Queues are Investigate the cause Application
CRM system stopped monitoring
and R/3 OLTP team
Performance STAD, ST05, Daily Monitor RFC Statistics Application
ST03 monitoring
team

When the shopping basket is saved as an order, a BDoc is generated. This BDoc transacts with the
application database to request or write data. To ensure the normal flow of this business step, SAP
recommends monitoring the status of BDocs on a daily basis using transaction SMW01. For all BDocs
that are stopped, you should take a corrective action and investigate the cause of the stop.
Use transactions SMQ1 and SMQ2 in the CRM and OLTP systems to monitor the data transmission
between CRM and R/3 OLTP. Investigate the cause for those queues in status stopped.
Regularly monitor the RFC response time statistics using the following monitors: the statistical records
monitor (STAD), the system workload analysis monitor (ST03), and the SQL trace monitor (ST05) in
both the CRM server and R/3 OLTP system.
Error Handling Procedures
For each BDoc, error handling is maintained in transaction SMW00. For example, after 10
unsuccessful attempts to process the BDoc CONGEN_OBJECT_WRITE, an e-mail is sent to the
responsible person. Per BDoc, the number of executions and action must be defined. In addition, the
required workflow must be set up in transaction SWU3.
Sales orders with errors:
In the daily operation of your business, the CRM online user handles sales orders that contain errors
and cannot be further processed automatically. In order to find the corrupted orders, search with
transaction CRMD_ORDER in CRM server for sales orders with status contains errors." This finds all
orders that contain errors. For each order, error log data is displayed. If you double click each error
item, you will get more information on why the error happened and what you can do to solve it. For
example, the error log may reveal inconsistencies in data on business partners. Check business
partner mapping with transaction VD03 in R/3 OLTP.
SAP recommends setting a workflow so the corrupted orders receive the necessary post-processing.

Escalation Procedures
In situations that may require escalation, contact the system administrator or your business process
owner.

Process Step 8: Sales Order Management in OLTP


After the order has been transferred to the R/3 system, the order processing is finished there. You can
view or change the document, check the document flow, and create follow-up documents (for
example, delivery and billing documents).

Business Process: ISA B2C - Sales Order


Management
Customers log on to your Web shop using a password and an e-mail address. On the initial page, they
can view a best-seller list containing personal product recommendations. These recommendations are
based on profiles for each individual customer created when customers first log on to the Web shop.
Customers select the goods they wish to purchase, place them in their shopping basket, and proceed
to the check out, where they confirm their order and select a payment method. At this point in time, the
customer may log on in the system (if they have not already done so) or enter their identification data
(e-mail and password) if they are new users in the Web shop. They can then submit their order. The
sales order is created in your CRM and back end systems, where it can easily be accessed by
authorized sales representatives for further processing.
Overview of Business Process Steps in ISA B2C (2.0B)
Internet Sales B2C: Sales Order Management without APO (2.0B)
Index Server SAP CRM R/3 System

Search products

IPC
Configure product

Determine price for the


product Create web user/login Sales Order
Management

Create shopping basket Save shopping basket as


(Create IPC document) wish list
1

Create sales order

3 4

Do payment
check
2
Check availability for
product
(no reservations)

Process Step 1. Search Products


In the Web shop, users can browse and search in the catalog for products. This step takes place in the
Index Server; there is no load in the CRM server.

Monitoring Activities
Apart from safeguarding the availability of the system components OLTP System, CRM server, IPC,
index server, ITS and Web server, SAP recommends that you monitor the objects listed in the
following table in order to ensure good performance for the business step Search Products.

Monitoring Monitor Indicator or Monitoring Activity or Responsibility


Object Frequ. Error Error Handling Procedure

index server Performance High response Check whether index server caching is Software
problems time (>1000 activated (see SAP Note 340067) monitoring team
milliseconds)

If there is a high load on the ITS (that is, many Web users) in services ISAB2B and ISAB2C, long
queue times may result from the numerous ITS module calls to the index server (Index Management
Service).
To verify that the problem is caused by the index server, set the trace level of the index server module
provider and then analyze the resulting trace files (see SAP Note 340044). A timeframe of 1000
milliseconds or more for the index server suggests that the bottleneck lies there, depending on the
network topology.
If the "Search Products" process is extremely slow, check the value for the parameter ~tracedump in
the service file ISAB2B.SRVC. If the value is 1, this means that the trace is activated, which is
probably the reason why the process is so slow. In normal operation this parameter must be set to 0.
Error Handling Procedures
Troubleshooting at log on
If the log on in the initial screen does not succeed, this indicates a connection problem between the
ITS and the CRM server. Contact your system administrator and ensure that the connection is working
properly.
Time-out of connection after logging on
After logging on, a new session (content user) is created in the IPC. A probable reason for a time out
of the session at this stage is that the IPC is not responding to the request of the ITS. You can check
this by means of the IPC Monitor application that is included in the IPC directory. Select Command
and then Worker Threads to figure out if IPC is running or not. Typically, restarting the IPC will solve
the problem.
Product inconsistencies
The Internet user notices inconsistencies (incorrect or missing data) where there were previously
none. This may occur if, after an update replication from the product catalog, the ITS cache is not
updated. In order to avoid that the old cache is being used, you must manually reset the cache in the
ITS Administration tool every time an update replication has been done. The frequency with which the
ITS cache is refreshed can be configured in the ITS. As a rule of thumb, plan product catalog
replication to occur at times of low or no activity in the Web shop. In this way, operations in the Web
shop will not be affected while the ITS cache is updated.
Message "IPC errors" in the browser
Typically, errors of this kind appear in the implementation phase, but they may also appear during
production if, for example, HTML templates have been modified, new Support Packages were applied
or you don't have an up-to-date version of MPRSPC.DLL (IPC module provider). Restarting the IPC
should also help. While restarting the IPC, every Web user session will be stopped; therefore this
should preferably only be done in a development or testing environment, and not in a production
environment.
Message "index server errors" in the browser
These error messages are also typical implementation problems, but they may also appear in a
productive installation. To handle these problems, proceed as follows:
Call Internet service IMSTEST. Load the corresponding index of the catalog you want to test. If you
scroll down the browser screen, in the indexes table you will find the message Try a search for
highlighted index: To display the contents of the selected index, click Go.
Process Step Restartability
If necessary, you can restart the index server. However, if you do this during a product catalog
replication from the CRM server to the index server, you can look for possible errors in the system log
of the CRM server.
Escalation Procedures
In situations that may require escalation, contact the system and network administrator.

Process Step 2. Configure Products


This is an optional step. The IPC allows customers buying your products in the Web catalog to choose
exactly which product components they require. Specifying these product components is called
"configuring" the product.
In release 2.0B, the IPC holds its own database (MS SQL Server 7.0). The master data that the IPC
uses for products configuration is maintained in the R/3 OLTP system. In an initial download,
configuration data are downloaded from the R/3 OLTP SYSTEM to IPC through qRFC using the IPC
data loader. Subsequent configuration changes can be downloaded by delta downloads.

Monitoring Activities
Apart from safeguarding the availability of the system OLTP System, CRM server, IPC, ITS and Web
server, SAP recommends that you monitor the objects listed in the following table in order to ensure
good performance for the business step Configure products.
Monitoring Monitor Monitor Indicator or Monitoring Activity or Respon-
Object TA/Tool Frequ. Error Error Handling Procedure sibility
CPU of IPC Task Daily Response time CPU Software
Manager > 2500 ms monitoring
team
ITS ITS When there are AGate Software
Administration errors or monitoring
performance Log files, trace files team
problems

To avoid performance problems for this business process step, regularly monitor the CPU
consumption of the IPC. For detailed information on how to monitor the CPU consumption in the IPC,
see SAP Note 372170.
Regularly monitor the ITS when there are errors or performance problems. For detailed information on
how to monitor the ITS, see SAP Note 388198.

Error Handling Procedures


Troubleshooting while calling the IPC for product configuration (see Roadmap 2.1)
After clicking the configuration icon associated with a given product, problems occur in calling the IPC.
If Support Packages were applied recently, SAP recommends implementing the following checks to
find out the cause of the problem:
- Check whether the Support Package level in the CRM server matches the Support Package
level in the IPC (look for more information in recent SAP Notes). If the Support Package
levels differ, implement the relevant Support Package(s) in CRM server and IPC.
- Check whether the Internet services have been published to the ITS using the transaction
SE80. If that task was omitted, the most recent modifications were not updated in the ITS
server.
- Check in SAP Notes whether there is a newest version for the IPC module provider files
MPRSPC.DLL and IPC.DAT. If you are using an old version of these files, install the most
up-to-date version.

Troubleshooting while calling the IPC

? CRM support package matches with IPC support package? (look for SAP Notes)

? Have been the internet services published to the ITS (se80)?

Look for a current SAP Note regarding MPRSPC.DLL and IPC.DAT

Implement the same support package level in both CRM server and IPC

Roadmap 2.1

Troubleshooting with the configuration in the IPC (see Roadmap 2.2):


If you find that the configuration in the IPC is not working properly and Support Packages were
recently applied, SAP recommends implementing the following checks to find out the cause of the
problem:
- Check whether the configuration in R/3 or the runtime version (configuration-relevant master
data, also known as the "knowledge base") has changed. For detailed information on the
generation of a runtime version, display the R/3 application log. To do this, start transaction
SLG1, then enter log object PPVA and sub-object KBMT.
- Use transaction CU50 to check whether product configuration is working properly in the R/3
OLTP system. If the configuration is not working properly in R/3, review the configuration
rules in R/3 in order to get them working properly. Then make a delta download to the IPC.
Customizing changes in R/3 can only be copied to the IPC manually or via an initial
download.
- Check whether the current runtime version in the IPC is the same as in R/3. To check the
runtime version in the IPC, call the Internet service IPC:
http://webserver:port/scripts/wgate/ipc/!. Then click a product to display a list with basic
settings. To check the runtime version in R/3 run transaction CU36, enter the name of your
runtime version and the version number will be displayed. If you need more detailed
information, select the Basic data icon.
If the current runtime version in the IPC differs from that in R/3, download the new runtime
version to the IPC. To do this, from the Variant Configuration menu in R/3 choose
Knowledge base >> Runtime version >> Display/Export. (Alternatively, execute transaction
CU36.) Enter the name of your runtime version. Choose Download. Enter your password
and confirm. If any errors occur during download, an error log is generated and saved as
SXE_LOG.HTML in the directory where the Service Configuration Engine (SCE) is installed.
The default directory for installation is C:\Program Files\SAP\SCE. Use this log to locate
error messages.
- Use transaction SMQ1 in OLTP to check whether there is data in the outbound queue with
destination IPC. If you find data in the queue, this indicates that the data loader is not
picking up the data automatically from the queue for further processing. Restart the data
loader and investigate why this happened in order to avoid it in the future. To investigate
errors in delta download processing, see SAP Note 337703.
- At the same time, use transaction ST22 to check whether there are short dumps in the CRM
server or the R/3 OLTP system. If you find dumps from configuration programs, review
those programs together with the development team.
- As a general procedure, you should always check whether the same behavior appears with
SAP standard HTML templates. If SAP standard templates work correctly, you should
review your self-developed templates or services. If SAP standard templates are not
working either, open a SAPNet message.
- If you cannot find the cause of the problem using this checklist, open a SAPNet message to
trigger further investigation.

Troubleshooting the configuration in the IPC

? Has the configuration in R/3 or the runtime version changed?

? Is the configuration working properly in R/3? (transaction CU50)

? Is the runtime version in the IPC the right one?

?
Is there data in the outbound queue in OLTP with destination IPC? (SMQ1)

Restart the data loader

Investigate the reason why there is data in the queue

Look at dumps in CRM and OLTP (transaction ST22)

? Does the same behavior appear with SAP standard templates?

If not, investigate the self-developed templates or services

If this check list does not help to solve the problem, open a SAPNet
message to trigger further processing

Roadmap 2.2
Process Step Restartability
If necessary, you can restart the ITS server and IPC server. However, if you do this in a productive
environment, all users being logged at that moment will loose their sessions.

Restartability IPC by Delta Download


Once you have selected Start Synchronization, this function runs automatically whenever master data
that is replicated in your IPC database is changed in the R/3 System, and whenever new knowledge-
base objects or runtime versions are created for configurable products.
The data is stored in the RFC queue until the IPC database is ready to receive it. This means that no
changes are lost, even if:
o The receiving system is down
o You stop synchronization (delta download)

If an initial download is running


Initial downloads automatically interrupt the delta download temporarily. Delta download is then
resumed automatically as soon as the initial download is completed.
To investigate errors in the delta download process, use transaction SMQ1 to check the delta queues
CRM_DELT_MATERIAL, CRM_DELT_CONDITIONS, and CRM_DELT_SCE in the R/3 system.

If Stopped is the status of one of these queues


Check whether the connection is up by choosing Tools >> Administration >> Network >> RFC
Destinations. Under TCP/IP Connections, double-click on your RFC destination (IPC), then choose
Test connection.
If the connection is up, restart the queue by choosing Restart without activating.
You can stop the delta download at any time without losing any changes. (You may want to do this for
maintenance purposes.) To do this, select Stop synchronization on the Download tab of the IPC data
loader.

Escalation Procedures
In situations that may require escalation, contact the system administrator or your development team.
The process owner of this process must be aware of any functional and development problems.

Process Step 3. Determine the Price of the Product


The price of the product that is displayed in the catalog is calculated in the IPC.

Reading prices from the Index server


The prices shown in the Web catalog (list prices and pricing scales) are read from the Index server
and are not customer specific, this means that all customers are shown the same price for a
product. To display list prices in the Web shop, select the field Read from Index (list price) under
Controlling Catalog Price Determination.
Price determination occurs during initial replication. All planned changes are activated when change
replication occurs. SAP recommends that you plan the change replication at least once a day using
the program COM_PCAT_INDEX SERVER_FEED_UPDA.

Price Determination using the IPC


The system recognizes customers by their user ID when they log on. Pricing takes place in the IPC
once the customer has chosen a catalog area that contains products. The determined prices are
customer specific.
Monitoring Activities
Monitoring Monitor Monitor Indicator or Monitoring Activity or Respon-
Object TA/Tool Frequ. Error Error Handling Procedure sibility
CPU of IPC Task Daily Poor CPU Software
Manager performance monitoring
team
ITS ITS If there are AGate Software
Administration error or monitoring
performance Log files, trace files team
problems
Outbound SMQ1 Daily They are data Investigate the cause why there is Software
queue in R/3 in the queue data in the queue monitoring
with dest. IPC team

Regularly monitor the CPU consumption caused by the IPC in order to avoid performance problems at
this business process step. In SAP Note 372170 you will find detailed information on how to monitor
the CPU consumption in the IPC
Regularly monitor the outbound queue in the R/3 OLTP system with destination IPC. In normal
conditions, the IPC data loader automatically captures the documents in the queue. If data remains in
the queue, this symptom indicates that the IPC data loader is not working properly
To improve performance in the IPC in general, import the service packs, use the latest IPC.DAT, and
use the latest versions of IPC_SCRIPT_PERSISTENTVARIABLE.HTML and IPC_WEBSCE.FLOW.
If there are errors or performance problems, monitor the log files and trace files on the ITS. For
detailed information on how to monitor the ITS, see SAP Note 388198.

Error Handling Procedures


Troubleshooting while displaying the price of the product in the catalog (Roadmap 3.1):
You notice that the price for products being displayed in the catalog is incorrect or zero. If Support
Packages were recently applied, SAP recommends implementing the following checks to find out the
cause of the problem.
If the displayed price for a product is zero, you should open a SAPNet message. If not, proceed with
the following checks:
- Use transaction CRMD_ORDER in CRM and transaction VA01 in the R/3 OLTP system to
check whether the pricing is working properly in CRM and R/3. If the pricing is not working in
CRM or in R/3, review the pricing conditions in R/3, and, once this is working properly, make
a delta download to the IPC. Customizing changes in R/3 can only be copied to the IPC
manually or via an initial download.
- Check whether the current runtime version in the IPC is the right one. To check the runtime
version in the IPC, call the Internet service IPC: http://webserver:port/scripts/wgate/ipc/!.
Then click a product to display a list with basic settings. To check the runtime version in R/3,
run transaction CU36, and enter the name of your runtime version to display the version
number. For more detailed information, select the Basic data icon.
If the current runtime version in the IPC is not the right one, download the new runtime
version to the IPC. To do this, from the Variant Configuration menu in R/3 choose
Knowledge base >> Runtime version >> Display/Export. Alternatively, use transaction
CU36. Enter the name of your runtime version. Choose Download. Enter your password and
confirm. If any errors occur during download, an error log is generated and saved as
SXE_LOG.HTML in the directory where the SCE (Service Configuration Engine) is installed
(the default directory for installation is C:\Program Files\SAP\SCE). Use this log to display
error messages.
- Use transaction SMQ1 in OLTP to check whether there is data in the outbound queue with
destination IPC. If you find such data in the queue, this indicates that the data loader is not
picking up the data automatically from the queue for further processing. Restart the data
loader and investigate why this happened in order to avoid it in future.
- At the same time, use transaction ST22 to check whether there are short dumps in the R/3
OLTP system. If you find dumps from pricing programs, review those programs together
with the development team.
- Check whether there is any problem with the IPC Cache. For more detailed information on
this, see the Documentation in the SAP IPC directory. If there are such problems, SAP
recommends restarting the IPC and the ITS.
- If you could not find the cause yet and the pricing is nevertheless working properly in R/3,
SAP recommends that you contact an expert CRM pricing consultant to review whether the
pricing procedures that you have implemented in R/3 are also supported in the IPC.
- As a general procedure, SAP always recommends checking whether the same problems
appear with SAP standard HTML templates. If the SAP standard templates are working
properly, review your self-developed templates or services. If SAP standard templates are
not working either, open a SAPNet problem message.
- If you cannot identify the cause of the problem using this checklist, open a SAPNet
message to trigger further investigation.

Troubleshooting while displaying the price of the product in the catalog

? Is the displayed price different to zero?

? Is the pricing in CRM online and in OLTP R/3 working properly?

? Is the runtime version in the IPC the right one?

?
Are there data in the outbound queue in OLTP with destination IPC? (SMQ1)

Restart the data loader

Investigate the reason why there are data in the queue

Look at dumps in OLTP (ST22)

? Is there a caching problem in the IPC?

Restart IPC and ITS

Review with an expert IPC consultant if the same R/3 pricing is also allowed in IPC

?
Does the same problem appear with SAP standard templates?

If not, investigate conditions maintenance, self-developed templates,

If these checks do not help, open a SAPNet problem message

Roadmap 3.1

Process Step Restartability


If necessary, you can restart the ITS server and IPC server. However, if you do this in a productive
environment, all users being logged at that moment will loose their sessions.

Escalation Procedures
In situations that may require escalation, contact the system administrator or your development team.
The process owner of this process must be aware of any functional and development problems.
Process Step 4. Create Shopping Basket (IPC Document)
In order to buy the selected goods or to save them for the next visit to the Web Shop, the customer
can add products to the shopping basket. In the B2C scenario, a temporary document is created in the
IPC in order to avoid unnecessary load in the CRM server. Only when the B2C customer decides to
buy is an order actually created in the CRM server.

Monitoring Activities
Monitoring Monitor Monitor Indicator or Monitoring Activity or Respon-
Object TA/Tool Frequ. Error Error Handling Procedure sibility
CPU of IPC Task Daily Long times CPU Software
Manager monitoring
team
ITS ITS If there are AGate Software
Administration error or monitoring
performance Log files, Trace files team
problems
Outbound SMQ1 Daily They are data Investigate the cause why there is Software
queue in R/3 in the queue data in the queue monitoring
with dest. IPC team
Functional SAP Julep If there are Investigate which function Application
errors trace functional modules or HTML templates monitoring
errors cause errors team

To avoid performance problems with this business process step, regularly monitor the CPU
consumption of the IPC. For detailed information on how to monitor the CPU consumption in the IPC,
see In SAP Note 372170.
Regularly monitor the outbound queue in the R/3 OLTP system with destination IPC. In normal
conditions, the IPC data loader automatically captures the documents in the queue. If data remains in
the queue, this indicates that the IPC data loader is not working properly
To improve general performance of the IPC, import the service packs, use the latest IPC.DAT, and
use the latest versions of IPC_SCRIPT_PERSISTENTVARIABLE.HTML and IPC_WEBSCE.FLOW.
If there are errors or performance problems, you can also monitor the log files and trace files on the
ITS. For detailed information on how to monitor the ITS, see SAP Note 388198.
To tune performance and analyze functional errors, you can also analyze the SAP Julep trace. Set
~tracedump=1 in the service file to activate the SAP Julep trace. When finished, set the parameter
back to 0. For more detailed information on setting up this trace, see SAP Note 330844. To help you
interpret the results of the trace, there is a special ABAP program: BAMCRM_ITS_TRACEVIEWER.
Run this program in transaction SE38. This program is part of every basic transport starting from 4.0
and can be used not only in a CRM system but in every R/3 basis system.
If there are serious performance problems, SAP recommends ordering an EarlyWatch session with a
focus on performance tuning.

Error Handling Procedures


Internet user gets error messages.
It may happen during daily business that Internet users get error messages and the selling company is
not aware of this. SAP recommends enabling Internet users to report errors in case they occur. For
example, in your Web shop you could give a phone or e-mail contact where users can report
problems. This enables you to investigate why these problems occurred and set up a proactive
strategy to avoid future errors.
Escalation Procedures
In situations that may require escalation, contact the system administrator or your business process
owner.

Process Step 5. Create Web User/Login


The logon and registration process is necessary to identify the "consumer" in the sales process. The
first time you log on, you must fill out a registration form. Once you are registered, you can log on
using the e-mail address (or user ID) and a password. This identification is required for:
Creating an order
Displaying personalized product recommendations
The customer changing their own personal customer data
The system creates a business partner master record (a reference customer) and the relevant
authorization on the CRM server.

Error Handling Procedures


Errors while creating B2C Users in CRM
For every consumer, a business partner is created in CRM using a referenced customer. If the
business partner master data and the Customizing have been changed, errors may appear in this
step.
Monitor the business partner data exchange with transaction CRMM_BUPA_MAP in the CRM server.
Enter the business partner number and press Enter. If the customer has been created in R/3, you will
get the R/3 customer number and the business partner GUID (globally unique identifier). You could
also look for the business partner GUID and find out more information in table BUT000.
Note: to be able to see specific middleware error messages related to matters such as GUIDs, you
need to log on in English.

Process Step 6. Save Shopping Basket as Wish List


If users do not immediately want to order products using the shopping basket, they can save the
contents of the shopping basket as a wish list. A sales order is then created in the CRM server.

Monitoring Activities
Monitoring Monitor Monitor Indicator or Monitoring Activity or Respon-
Object TA/Tool Frequ. Error Error Handling Procedure sibility
BDocs SMW01 Daily Red light at Investigate the cause Application
BDoc level monitoring
team
Outbound SMQ1 Daily Queues are Investigate the cause Application
queue stopped monitoring
team
Performance STAD, Daily Long times Monitor RFC Statistics Application
ST05, monitoring
ST03 team

When the shopping basket is saved as wish list, a BDoc is generated. This BDoc transacts with the
application database to request or write data. To ensure the normal flow of this business step, SAP
recommends monitoring the state of BDocs on a daily basis with transaction SMW01. For all BDocs
that are stopped, you should investigate why this happened and take corrective action.
Use transaction SMQ1 to monitor the data transmission between CRM and R/3 OLTP system. Queues
destined for the OLTP system should be relatively short and their processing quick. Investigate the
cause for those queues in status stopped.
Regularly monitor the RFC response time statistics with the following monitors: the statistical records
monitor (STAD), the system workload analysis monitor (ST03) and the SQL trace monitor (ST05)
both in the CRM server and R/3 OLTP system.
Error Handling Procedures
For each BDoc, an error handling procedure is maintained in transaction SMW00. For example, after
10 unsuccessful attempts at processing the BDoc CONGEN_OBJECT_WRITE, an e-mail is sent to
the responsible person. For each BDoc, define the number of executions and action to be taken. The
required workflow must be set up in transaction SWU3.

Configured products do not appear in the wish list.


The user has saved a wish list with configured products but the configuration does not appear when
the wish list is retrieved. The business partner must report this problem to the buyer call center to
make the helpdesk aware of this problem. Check that the code is working properly and if you do not
find the cause of the problem, create a SAPNet message to trigger further investigation.

Escalation Procedures
In situations that may require escalation, contact the system administrator or your business process
owner.

Process Step 7. Create Sales Order


When an Internet customer orders the product, a sales order is booked online into CRM (using
transaction CRMD_ORDER) and forwarded by a direct upload to the R/3 back-end system for further
processing (delivery, billing, and so on).
The customer receives an order confirmation containing the order number. This confirmation can be
used to follow up on the order.
The order can be viewed or changed both in the CRM system and the R/3 back-end system. This is
especially relevant when an order is not complete or contains errors. Once the order is available in the
CRM system, an authorized user can access the order and maintain it, so that further processing
(delivery, billing, and so on) can be performed successfully.

Monitoring Activities
Monitoring Monitor Monitor Indicator or Monitoring Activity or Respon-
Object TA/Tool Frequ. Error Error Handling Procedure sibility
BDocs SMW01 Daily Red light at Investigate the cause Application
BDoc level monitoring
team
Queues in SMQ1, SMQ2 Daily Queues are Investigate the cause Application
CRM system stopped monitoring
and R/3 OLTP team
Performance STAD, ST05, Daily Monitor RFC Statistics Application
ST03 monitoring
team

When the shopping basket is saved as an order, a BDoc is generated. This BDoc transacts with the
application database to request or write data. To ensure the normal flow of this business step, SAP
recommends monitoring the state of BDocs on a daily basis with transaction SMW01. For all BDocs
that are stopped, you should investigate why this happened and take corrective action.
Use transaction SMQ1 and SMQ2 in the CRM and OLTP systems to monitor the data transmission
between CRM and R/3 OLTP. Investigate the cause for those queues in status stopped.
Regularly monitor the RFC response time statistics with the following monitors: the statistical records
monitor (STAD), the system workload analysis monitor (ST03), and the SQL trace monitor (ST05)
both in the CRM server and R/3 OLTP system.

Error Handling Procedures


For each BDoc, an error handling procedure is maintained using transaction SMW00. For example,
after 10 unsuccessful attempts at processing the BDoc CONGEN_OBJECT_WRITE, an e-mail is be
sent to the responsible person. For each BDoc, define the number of executions and the action to be
taken. The required workflow must be set up in transaction SWU3.
Sales orders with errors
In the daily operation of your business, the CRM online user may encounter sales orders that contain
errors and cannot automatically be processed further. In order to find the corrupted orders, search with
transaction CRMD_ORDER in the CRM server for sales orders with status contains errors." This finds
all orders that contain errors. For each such order, error log data is displayed. For more information on
why the error happened and what you can do to solve it, double click the respective error item. For
example, in the error log you might find inconsistencies in business partner data: check the business
partner mapping with transaction VD03 in R/3 OLTP.
SAP recommends creating a workflow so the corrupted orders receive the necessary post-processing.
Changing sales orders
You can make changes to sales orders in the sales transaction in CRM, even if a transfer into R/3 has
already taken place.
Whether or not you can make changes at field level depends on the status in the R/3 document, for
example, on whether the sales order has already been billed or delivered, and whether there are
follow-up documents such as production orders or assembly orders. Observe the following points:
o System Availability: If a change needs to be made to a sales order, both the CRM system and
the R/3 backend system must be available. Using this synchronization, inconsistencies are
avoided in the systems.
o Process Flow: first, the system checks whether the document has already been transferred
into the R/3 system. If the document has not yet been transferred, changes can be made in
the CRM document. If the document has already been transferred, the status of the R/3
document is checked, with the help of a function module in the CRM system. As soon as the
status of the R/3 document is known, the field selection in the CRM document is controlled by
the system, and the relevant changes can be made at field level.

Escalation Procedures
In situations that may require escalation, contact the system administrator or your business process
owner.

Process Step 8. Check Availability of a Product


When you order the shopping basket, an availability check is performed to display the availability
status of the chosen products. This availability check can be performed in the R/3 OLTP system or in
SAP APO (if SAP APO has been also integrated in the solution).

Availability check in R/3


If you do not have an APO, you can execute a product availability check using the R/3 system. This
function gives your customers information on the latest availability situation. No temporary
reservations will be made; reservations will be only created in the R/3 system once the sales order is
saved. The confirmed data and the delivery date with the available amount are shown at item level to
customers while creating an order.

Availability check in APO


The confirmed amounts are reserved in the APO system. The requests are transferred to production or
purchasing when the sales order is saved in CRM online. The confirmed data and the delivery date
with the available amount are shown at item level to customers while creating an order.

Monitoring Activities
Monitoring Monitor Monitor Indicator or Monitoring Activity or Respon-
Object TA/Tool Frequ. Error Error Handling Procedure sibility
Performance STAD, ST05, Daily Long times Monitor RFC Statistics Application
ST03 monitoring
team
Regularly monitor the RFC response time statistics using the following monitors: the statistical records
monitor (STAD), the system workload analysis monitor (ST03) and the SQL trace monitor (ST05) in
both the CRM and R/3 OLTP systems.
If there are critical performance problems, SAP recommends ordering an EarlyWatch session with a
focus on performance tuning.

Error Handling Procedures


If ATP is done in R/3
If the displayed available amount for a product equals 0, this either means that there is no stock in the
warehouses or it indicates a functional error within the availability check in the Web Shop. Use
transaction CO09 in R/3 OLTP to check the availability overview for that product. If the available
amount in R/3 OLTP differs from zero, this confirms that there is a functional error in the availability
check in the Web Shop. SAP recommends opening a SAPNet message for further investigation.
If ATP is done in APO
If the displayed available amount for a product equals 0, this either means that there is no stock in the
warehouses or it indicates a functional error within the availability check in the Web Shop. Check the
availability in the APO system with transaction /SAPAPO/AC04. If the available amount in the APO
system differs from zero, this confirms that there is a functional error within the availability check in the
Web Shop. SAP recommends reviewing the Customizing and if the problem cannot be resolved there,
open a SAPNet message for further investigation.

Process Step 9. Payment Check


The customer selects the payment method: invoice, cash on delivery or credit card.
If Credit Card is chosen, then credit card institute, card number and validity date must be filled in.

Monitoring Activities
Monitor interfaces to external payment systems. Define as well for this interface error handling
procedures, restart and recovery procedures.

Process Step 10. Sales Order Management in OLTP


After the order has been transferred to the R/3 system, the order processing is finished. However, you
can view or change the document, check the document flow and create follow-up documents (for
example, deliveries, billing documents).

Further Information

Background Information and Reference


Internet Transaction Server and Web Server
Definition
The SAP Internet Transaction Server (ITS) links the R/3 System to the Internet. The ITS is a gateway
between one or more Web servers and one or more R/3 application servers. Typically, the Web server
is an HTTP server. The ITS manages all requests and responses between a Web browser client and
an SAP System server. The Web Server contains the multi-media objects for download or Web shop
presentation on its file system, which have been published from the CRM product catalog.
The Web server and the SAP ITS consist of two components: The Web gateway (WGate) which is
located on the Web server and the application gateway (AGate) which is located on the ITS. Due to
security reasons both gateways might be operated on separate servers in a productive environment.
WGate and Web server communication is based on either one protocol of ISAPI, NSAPI, or CGI,
depending on the Web server used. The WGate and AGate communication is based on the TCP/IP
protocol. The WGate constitutes a defined interface for the AGate that is independent of the Web
server used. The AGate behaves towards the CRM server or R/3 System like a usual SAP GUI.
Use
Internet Application Components (IACs) require an ITS to make functionality available to Internet users
via a Web server.
The ITS provides the user interface for the Internet Pricing and Configurator (IPC). It also provides the
communication between IPC and the CRM scenarios for configurable products. Within the Internet
sales scenario it also provides the communication for price calculations.

Integration
The Internet Transaction Server (ITS) is the connecting element at Internet level. This means that the
ITS regulates the communication to the following components:
Web server via the HTTP-enabled WGate part of ITS
Backend systems via the RFC-enabled AGate part of ITS
Internet Pricing and Configurator via the IPC module provider (IPC.DAT and MPRSPC.DLL)
Index server via the index server module provider (IMS.DLL)

Internet Pricing and Configurator (IPC)


The Internet Pricing and Configurator lets you configure and price products in a Web environment,
using master data that is downloaded from your SAP R/3 system. It combines the functions of the
Sales Configuration Engine (SCE) and the Sales Pricing Engine (SPE) with a standardized Web
interface, which is easy to adapt to your corporate image. Your customers can access your Web site,
view and select product options, see how much it all costs, and trigger a sales order. You can then
upload that order information to your R/3 system.
The IPC is part of the Contact Center Scenario (Telesales), the Internet Sales business scenario and
the Mobiles Sales scenario, but can also be integrated into third-party e-commerce solutions.
Within the Contact Center scenario and the Internet Sales scenario, the user interface and data
communication for the IPC is provided by the ITS.
In the Mobile Client scenario, the user interface is provided as a Java application.
The IPC data loader manages the master data through initial and delta downloads from R/3 as part of
the Internet Sales scenario and the Contact Center scenario.
CRM Middleware manages the master data through initial and delta downloads from R/3 as part of the
Mobile Client scenario.
The most important components of the IPC are:
Sales Configuration Engine (also part of the Mobile client installation)
Sales Pricing Engine (also part of the Mobile Client installation)
Graphical user interface (via ITS service for HTML UI or as Java application or standalone as
servlet based on HTML UI)
IPC data loader (for the Internet Sales scenario and the Contact Center scenario in release 2.0B)

IPC Data Loader


Use
The data loader is the part of the SAP Internet Pricing and Configurator (IPC) that downloads pricing
and configuration data for your products from R/3 to the IPC's own database.
The data loader provides the following functions for the IPC database:
Initial download (interactive)
Delta download (data synchronization in the background automatic)
Updating Customizing data (interactive)
The data loader can handle several downloads at once. R/3, the target database, and the IPC data
loader can be installed at different locations
The data loader downloads the following data:
Data elements and domains: Metadata from the ABAP Dictionary
Customizing data: Company-specific data, including currency codes, exchange rates, and pricing
procedures
Product data: Data from the material master
Condition records: Master records that define the pricing structure for your products
Configuration knowledge base: Master data that defines the product model, required for the Sales
Configuration Engine (SCE)

index server, Knowledge Provider and Content Server


The index server is an external component, which the product catalog from the CRM server is
replicated into (catalog structure and texts). As an index is built within the index server a faster product
data search is possible without accessing the CRM server. It is always possible to update the index
information on the index server.
The Knowledge Provider is a standard component in the R/3 basis part of the CRM server. The
administration of MIME documents is done there. It may also store the original documents in the
database of the CRM server.
Alternatively to storing the documents within the CRM server database, it is possible to store the
documents in an external component called the Content Server. This is only recommended if the
amount of data is extremely large and would cause problems in the CRM server such as long running
backups. Additional administrative work is required to handle the content server and its database.

BDoc
A BDoc can be defined as a set of transaction statements that represent a single logical object (for
example: a sales document).

Use
Every business object that transacts with the application database to request or write data needs a
BDoc. Every business object has its dedicated BDoc.

Structure
A BDoc contains different sets of data partitioned in segments. Segments are mapped to a table where
the mapping defines the relation between the abstraction and the physical database.
A table consists of columns (for data values of the same type) and rows (for data records) where one
or several fields uniquely identify each record.
A BDoc can have different states as shown in the following table.

State of BDoc Explanation

Sync BDoc BDoc data is same as that present on the R/3 server.

Out of Sync BDoc BDoc data is not updated with the latest data that is on the R/3
server.

Dirty BDoc Modifications are made to a BDoc but are not saved.

Saved BDoc BDoc is saved after all the modifications.

Active BDoc Copy of BDoc that is used by transaction layer at run time. This
BDoc is non-editable.

Edit BDoc A copy of BDoc is opened as edit copy to make modifications.

Publishing Web Shop


The product catalog of CRM-ISA is maintained in the CRM server and, from there, replicated to the
index server for fast access.
The HTTP and FTP service of the Web server are used to publish data to the Web server. HTTP is
used for the data transfer and FTP for creating directories and deleting inactive files.
One product catalog on the CRM server is published to one Index Server (index server). There can be
multiple catalogs and also variants (for example, for different languages). One index server can server
multiple catalogs but different catalogs can be distributed to different index servers.
The Index Server can be started on request (normally recommended) or run as a registered service. If
it is started on request, the SAP Gateway is responsible for starting a given number of Index Server
processes for the first request (this number is defined in the NT registry key for the index server
module provider or defaults to 10). After an ITS session has finished using index server, the index
server process exits and the gateway restarts it as necessary. If it is running in registered mode, it
must be started as an NT service and it will register itself at the SAP gateway. The advantage of
registering is that the process start is only done once the disadvantage is that a restart of the
gateway also requires the restart of the index server processes and the long running processes also
have the risk of accumulating memory leak effects.
The CRM Server as well as the ITS module provider communicate with the index server through the
gateway via RFC.
Initial product catalog replication is done from CRM Server to index server via transaction
COMM_PCAT_INDEX SERVER_INIT. A so-called search server relation must be defined via
transaction SRMO. The search server relation defines the type of search engine (TREX, Verity) and
the RFC destination to be used. The SM59 destination also needs to have the index server gateway
specified.
Catalog changes can be replicated with the update replication via transaction COMM_PCAT_INDEX
SERVER_UPDA. An update always uses the search server relation that was used during the initial
replication for this catalog.

Basic Monitoring Instructions


mySAP R/3 OLTP System
R/3 OLTP System Monitoring Transaction Monitoring Frequency
Queue Monitoring Activities and Tools Code Periods and Events
qRFC Outbound Queue Monitor SMQ1 Hourly
Monitor communications going from R/3 OLTP System Daily
CRM System
Upon error
Queues should be relatively short and quickly processed
During Mass
Check whether the qRFC Version is up to date (see SAP
Notes 166096 and 366735) Updates
qRFC Inbound Queue Monitor SMQ2 Upon error
Monitor communications from CRM System R/3
OLTP System
Messages flow through the inbound queue on the
OLTP system and are immediately processed
Normally SMQ2 should show an empty list

R/3 OLTP System Transaction Monitoring Frequency


General Monitoring Activities and Tools Code Periods and Events
Gateway Monitor / Connection List SMGW Weekly
Monitor the active connections to other servers Upon error
Check the SAP return code and CPI-C return code
values for errors
R/3 System Buffer Monitor ST02 Weekly
Monitor memory resource usage for specific R/3 application Upon error
servers
Implement parameter recommendations for ROLL area and
PAGE area per EarlyWatch analysis
Use normal R/3 System monitoring practices
R/3 OLTP System Transaction Monitoring Frequency
General Monitoring Activities and Tools Code Periods and Events
R/3 System Workload Analysis ST03 Daily
Monitor RFC response time statistics for CRM Upon error
Database Performance Analysis ST04 Weekly
Monitor database statistics Upon error
Database Performance Monitor DB02 Daily
Monitor indexes on tRFC and aRFC tables Upon error
Monitor the current size of tRFC and qRFC (see SAP note
375566)
Threshold < 500 MB
Reorganize the tables regularly
Operating System Monitor ST06 Hourly
Monitor hardware load during high RFC transmission times Daily
Upon error
Local Work Process Overview SM50 Hourly
Monitor current state of individual work processes Daily
Ensure that enough work process capacity is available at Upon error
peak times
System-wide Work Process Overview SM66 Hourly
Similar to SM50 but for system-wide statistics Daily
Upon error
ABAP Dump Analysis ST22 Daily
Analyze aborted programs Upon error
System Log SM21 Daily
Check for general system errors Upon error
Update Errors SM13 Daily
Check for entries that have ERR status Upon error
Display Statistical Records STAT Daily
Determine the status of update records Upon error

mySAP CRM Server


CRM Middleware System Monitoring Monitoring Frequency
Queue Monitoring Activities and Tools Type Periods and Events
qRFC Outbound Queue Monitor SMQ1 Hourly
Monitor data transmission between the R/3 OLTP Daily
System and the CRM System
Queues destined for the OLTP system should be
relatively short and quickly processed
qRFC Inbound Queue Monitor SMQ2 Hourly
Monitor data transmission between the R/3 OLTP Daily
System and the CRM System
Messages in the inbound queue are processed
according to the capacity of the CRM Middleware
System.
High number of entries in the inbound queue can indicate
insufficient capacity on the Middleware System
CRM Middleware System Monitoring Monitoring Frequency
Queue Monitoring Activities and Tools Type Periods and Events
Scheduler Status SMQR Hourly
This transaction runs the scheduler for checking the Daily
inbound queues on the CRM Middleware Server
Upon error
Ensure that all inbound queues are registered (type R).
Register them, if necessary, using transaction SMQR
TRFC Monitoring SM58 Hourly
Monitor all transactional RFCs (tRFCs) processed on the Daily
middleware server (e.g. workflow)
SM58 is linked to from the Replication and Realignment
queues upon error in the EXTRACT and/or
AC_EXTRACT queue (click on the error symbol)

CRM Middleware System Monitoring Monitoring Frequency


Message Flow Monitoring Activities and Tools Type Periods and Events
Middleware Message Server flow monitoring SMWMFLOW Daily
Collects statistical data about the workload on the Upon error
middleware server caused by BDocs
Use this as a start-point for analysis of performance
problems
The message flow is a central function to monitor BDocs
in the Middleware System
Display statistics on the message flow within CRM
Middleware
Ensure that the middleware message flow statistics are
switched on
Ensure that the middleware kernel application statistics
are switched on ("MW" in column type and "Middleware
Message Hub Statistic" in column Text, flag "act" is set)

Flow control trace monitoring SMO8FT Upon error


Developer Trace - useful in error situations
Middleware Log SMO8FA1 Upon error
(see also R3AM2)
Developer Log - should only be used in error situations
Check Flow Definitions SMO8FDC After changes in
Consistency Check for Flow Definitions services or flow
Upon error

CRM Middleware System Monitoring Monitoring Frequency


R/3 Adapter / Download Monitoring Activities and Type Periods and Events
Tools
Monitor Download Status R3AM1 Upon errors after
Checks whether the initial download was completed initial download
successfully. Dependent on
Object status and actions: object status
o RED: refer to SAP Note 309734 for initial
download problem analysis
o YELLOW: initial download must still be done
o GREEN: OK
CRM Middleware System Monitoring Monitoring Frequency
R/3 Adapter / Download Monitoring Activities and Type Periods and Events
Tools
Log file Communications OLTP/Middleware R3AM2 Daily
Display of the log files for communication between the
OLTP System and the CRM System
Recommended to use instead of transaction SMO8FT
Monitor Queue Status R3AM3 Monitor the
Monitors the Delta Download queues on OLTP system outbound queue on
the R/3 OLTP
System directly on
the OLTP via
SMQ1

CRM Middleware System Monitoring Monitoring Frequency


General Monitoring Activities and Tools Type Periods and Events
R/3 System Workload Analysis ST03 Daily
Monitor RFC response time statistics for CRM Upon error
Local Work Process Overview SM50 Hourly
Monitor current state of individual work processes Upon error
Ensure that enough work process capacity is available at
peak times
System-wide Work Process Overview SM66 Hourly
Similar to SM50 but for system-wide statistics Daily
Upon error
R/3 System Buffer Monitor ST02 Weekly
Monitor memory resource usage for specific R/3
application servers
Use normal R/3 System monitoring practices
Operating System Monitor ST06 Hourly
Monitor hardware load during high RFC transmission Daily
times
Database Performance Monitor DB02 Daily
Monitor indexes on tRFC and aRFC tables Upon error
Database Performance Analysis ST04 Hourly
Monitor database statistics Daily
ABAP Dump Analysis ST22 Daily
Analyze aborted programs Upon error
System Log SM21 Hourly
Check for general system errors Upon error
Gateway Monitor / Connection List SMGW Upon error
Monitor the active connections to other servers
Display gateway trace
Check the SAP return code and CPI-C return code
values for errors
Update Errors SM13 Hourly
Check for entries that have ERR status Upon error
CRM Middleware System Monitoring Monitoring Frequency
General Monitoring Activities and Tools Type Periods and Events
Display Statistical Records STAT Upon error
Determine the status of update records

ITS Server
Listed below are SAP Notes that can be applied to common problems with the ITS landscape:
Hardware
SAP Note 0210890: Monitoring NT servers (ITS, ...) using RZ20
SAP Note 0203934: RFCOSCOL for NT servers using a gateway
SAP Note 0370429: ITS Administration: No access to data
ITS HTTP Compression
SAP Note 0321426: SAP Internet Transaction Server (ITS) 4.6D: New Features
ITS Parameters
SAP Note 0375065: ITS: Configuration Parameters
WGate
SAP Note 0354234: WGate load balancing does not distribute load evenly
AGate
SAP Note 0334987: Activating the AGate Performance Monitoring
SAP Note 0399948: Poor performance and high CPU usage on AGate

IPC Server
For detailed information on how to monitor the CPU consumption in the IPC, see SAP Note 372170.

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