CRM Outlook Client Integration

8/9/2019 CRM Outlook Client Integration

http://slidepdf.com/reader/full/crm-outlook-client-integration 1/35

Installation and onfiguration Guide

SAP® Client Groupware Integration Component (Release 10.29.08)for SAP® CRM 2007 and 7.0 (Including Enhancement Packages)

Target Audience

■ Consultants■ Administrators

PublicDocument version 1.0 – December 2011



© Copyright 2011 SAP AG. All rights reserved.

No part of this publication may be reproduced or transmitted in any

form or for any purpose without the express permission of SAP AG.

The information contained herein may be changed without prior

notice.

Some software products marketed by SAP AG and its distributors

contain proprietary software components of other software vendors.

Microsoft, Windows, Excel, Outlook, and PowerPoint are registered

trademarks of Microsoft Corporation.

IBM, DB2, DB2 Universal Database, System i, System i5, System p,

System p5, System x, System z, System z10, System z9, z10, z9,

iSeries, pSeries, xSeries, zSeries, eServer, z/VM, z/OS, i5/OS, S/390,

OS/390, OS/400, AS/400, S/390 Parallel Enterprise Server, PowerVM,

Power Architecture, POWER6+, POWER6, POWER5+, POWER5,

POWER, OpenPower, PowerPC, BatchPipes, BladeCenter, System

Storage, GPFS, HACMP, RETAIN, DB2 Connect, RACF, Redbooks,

OS/2, Parallel Sysplex, MVS/ESA, AIX, Intelligent Miner,

WebSphere, Netfinity, Tivoli and Informix are trademarks or

registered trademarks of IBM Corporation.

Linux is the registered trademark of Linus Torvalds in the U.S. and

other countries.

Adobe, the Adobe logo, Acrobat, PostScript, and Reader are either

trademarks or registered trademarks of Adobe Systems Incorporated inthe United States and/or other countries.

Oracle and Java are registered trademarks of Oracle.

UNIX, X/Open, OSF/1, and Motif are registered trademarks of the

Open Group.

Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame,

VideoFrame, and MultiWin are trademarks or registered trademarks of

Citrix Systems, Inc.

HTML, XML, XHTML and W3C are trademarks or registered

trademarks of W3C®, World Wide Web Consortium, Massachusetts

Institute of Technology.

SAP, R/3, SAP NetWeaver, Duet, PartnerEdge, ByDesign,

SAP BusinessObjects Explorer, StreamWork, SAP HANA, and other

SAP products and services mentioned herein as well as their respective

logos are trademarks or registered trademarks of SAP AG in Germany

and other countries.

Business Objects and the Business Objects logo, BusinessObjects,

Crystal Reports, Crystal Decisions, Web Intelligence, Xcelsius, and

other Business Objects products and services mentioned herein as well

as their respective logos are trademarks or registered trademarks of

Business Objects Software Ltd. Business Objects is an SAP company.

Sybase and Adaptive Server, iAnywhere, Sybase 365, SQL Anywhere,

and other Sybase products and services mentioned herein as well as

their respective logos are trademarks or registered trademarks of

Sybase, Inc. Sybase is an SAP company.

All other product and service names mentioned are the trademarks of

their respective companies. Data contained in this document servesinformational purposes only. National product specifications may

vary.

These materials are subject to change without notice. These materials

are provided by SAP AG and its affiliated companies ("SAP Group")

for informational purposes only, without representation or warranty of

any kind, and SAP Group shall not be liable for errors or omissions

with respect to the materials. The only warranties for SAP Group

products and services are those that are set forth in the express

warranty statements accompanying such products and services, if any.

Nothing herein should be construed as constituting an additional

warranty.

Disclaimer

Some components of this product are based on Java™. Any code

change in these components may cause unpredictable and severe

malfunctions and is therefore expressively prohibited, as is any

decompilation of these components.

Any Java™ Source Code delivered with this product is only to be used

by SAP’s Support Services and may not be modified or altered in any

way.

Documentation in the SAP Service Marketplace

You can find this documentation at the following Internet address:

service.sap.com/crm-inst



Typographic Conventions

Type Style Represents

Words or characters thatappear on the screen. Theseinclude field names, screentitles, pushbuttons as well asmenu names, paths andoptions.

Example Text

Cross-references to otherdocumentation

Example text Emphasized words or phrasesin body text, titles of graphicsand tables

EXAMPLE TEXT Names of elements in the

system. These include reportnames, program names,transaction codes, tablenames, and individual keywords of a programminglanguage, when surrounded bybody text, for example,SELECT and INCLUDE.

Screen output. This includesfile and directory names andtheir paths, messages, namesof variables and parameters,

source code as well as namesof installation, upgrade anddatabase tools.

Exampl e t ext

Exact user entry. These arewords or characters that youenter in the system exactly asthey appear in thedocumentation.

Example text

Variable user entry. Pointedbrackets indicate that youreplace these words andcharacters with appropriate

entries.

<Example text>

Keys on the keyboard, forexample, function keys (suchas

EXAMPLE TEXT

F2

) or the ENTER key.

Icons

Icon Meaning

CautionExample

Note

Recommendation

Syntax

SAP AGDietmar-Hopp-Allee 1669190 WalldorfGermanyT +49/18 05/34 34 34F +49/18 05/34 34 20

www.sap.com



Installation Guide

4 12 2011

Contents1 Introduct ion ......................................................................................... 5

1.1 About this Document ............................................................................. 5

1.2 Fur ther Information ................................................................................ 5

2 Preparation .......................................................................................... 6

3 Planning ............................................................................................... 7

3.1 Software Prerequisites .......................................................................... 7

4 Note ...................................................................................................... 8

5 Installat ion ........................................................................................... 9

6 Upgrade .............................................................................................. 12

7 Silent Instal lat ion & Upgrade ........................................................... 14

8 Uninstallation .................................................................................... 15

9 Mandatory Post-Installation Steps .................................................. 17

10 Configuration ................................................................................... 18

10.1 Settings for Administrators ............................................................... 18

10.2 Settings for Business Users ............................................................. 20

10.3 Parameters for Groupware Profiles .................................................. 21

11 Troubleshooting .............................................................................. 33



1 Introduction

12 2011 5

1 IntroductionClient-based groupware integration enables you to synchronize tasks, appointments, andcontacts between Microsoft Outlook or IBM Lotus Notes and SAP CRM so that you canaccess from the groupware client all data that has been created in an SAP CRM application.

Data can be transferred in both directions.

1.1 About this DocumentPurpose

This guide outlines the steps for installing the client groupware integration component. Thiscomponent must be installed locally on a PC to enable synchronization of data. Installation istypically carried out by an administrator or IT support. Note the software requirements forinstallation (section Software Prerequisites below).

Constraints

This guide does not explain how to install the back-end system and the SAP CRM server. It

assumes that these are already in place.

1.2 Further InformationFor more information about the functions supported by client-based groupware integration,see the SAP Library for SAP Customer Relationship Management in SAP Help Portal atht t p: / / hel p. sap. com/ cr m- cor e -> <choose a release> -> Application Help -> <choose

a language> -> Data Exchange and Mobile Technologies -> CRM Integration Services ->Groupware Integration -> Client-Based Groupware Integration.

http://help.sap.com/crm-core





2 Preparation

6 12 2011

2 PreparationDownload the latest setup file for the Client Groupware Integration Component from the linkmentioned in SAP Note 1563898. Follow the steps outlined in the section Installation below tostart the installation process.

Before you start using client-based groupware integration, make sure that you havecompleted configuration as described in the section Mandatory Post-Installation Steps inthis document.

Versions of Client Groupware Integration Component

Document Version Software Version Release Date

1.0 10.29.08 December 2011

https://service.sap.com/sap/support/notes/1563898






3 Planning

12 2011 7

3 Planning

3.1 Software Prerequisites

The software listed below must be installed before you start installation of the ClientGroupware Integration Component.

• You require administrator rights to install the client groupware integration component.Business users to not require administrator rights, since the software can be installed bya remote admin user.

Administrator rights are only required for installation, not for using the software.

• You require administrator rights to install the following software (see the table below formore information):- Lotus Notes or Microsoft Office( x32 bit)- .NET Framework Runtime- Visual Studio Tools for Office Runtime (VSTO Runtime)- Office Primary Interop Assembly (Office PIA) (only for Microsoft Outlook client)

• If you are not running the setup from the WebClient UI, the setup file must be availableon the system as a local copy.

Mail Client Supported

Operating

System

Operating

System

Type

.NET

Framework

Runtime

Version

Visual Studio

Tools for

Office

Runtime

Version

Office

Primary

Interop

Assembly

Version

Microsoft

Office 2003

Windows XP

Windows Vista

Windows 7

32-bit and

64-bit

3.5 and

higher

2005 SE Office 2003

PIA

Microsoft

Office 2007

Windows XP

Windows Vista

Windows 7

32-bit and

64-bit

3.5 and

higher

3.0 Office 2007

PIA

Microsoft

Office 2010

Windows XP

Windows Vista

Windows 7

32-bit and

64-bit

4.0 and

higher

4.0 Office 2010

PIA

Lotus Notes Windows XP

Windows Vista

Windows 7

32-bit and

64-bit

3.5 Not Required Not Required



4 Note

8 12 2011

4 NoteIf you are using Microsoft Office 2007 and 2010 (not 2003), the following pop-up mightappear in the following situations:

•

When an administrator installs or upgrades the client groupware integration component ineither manual or silent mode.• When a user logs onto a machine and opens Microsoft Outlook, triggering loading of

groupware add-in.

If the popup appears, click Install.



5 Installation

12 2011 9

5 Installation

1. On the WebClient UI Home page, click Personalize in the header area. In theGroupware Integration context area, click on Install Synchronization Software.

2. Select the default mail client.Note: When you install or upgrade the software, the language setting is automaticallyEnglish. For business users, the user interface has the language selected for thegroupware profile download.

3. Select the machine configuration.

As of version 10.29.01 of the integration component you have the option to install thecomponent on a Citrix Server.

Auto synchronization is not supported with a Citrix Server installation.

4. Select the installation folder.

5. Choose Next > to continue.

A check runs to determine whether the required software has been installed, and the

status is displayed, as shown in the example below.



5 Installation

10 12 2011

6. If the software requirements are fulfilled, or warnings only are displayed, click Install tocontinue with installation, otherwise click Cancel and arrange for the missing softwareto be installed.

If you clicked Install, the installation runs and the status is displayed, as shown in theexample below.



5 Installation

12 2011 11

7. Display the installation log if required.

8. Click Finish to complete the installation.



6 Upgrade

12 12 2011

6 Upgrade

1. On the WebClient UI Home page, click Personalize in the header area. In theGroupware Integration context area, click on Install Synchronization Software.

2. Select Upgrade.

3. Click Next > to continue.

A check runs to determine whether the required software has been installed, and thestatus is displayed, as shown in the example below.



6 Upgrade

12 2011 13

4. If the software requirements are fulfilled, or warnings only are displayed, click Upgrade to continue with upgrade, otherwise click Cancel and arrange for the missing softwareto be installed.

If you clicked Upgrade, the upgrade runs. The upgrade status is displayed as shown inthe examples below.

5. Display the installation log if required.6. Click Finish to complete the installation.



7 Silent Installation & Upgrade

14 12 2011

7 Silent Installation & UpgradeYou require administrator rights to install/upgrade the client groupware integration

component.

Enter the commands described below in the Command Prompt to perform an installation,upgrade, or uninstallation in silent mode.

InstallationSetup.exe /s /v" /qn MODE=INSTALL MAILCLIENT=MSOUTLOOK|LOTUSNOTESINSTDIR=\" C:\Program Files\SAP\CRM Groupware Synchronization\""

MODE and MAILCLIENT are mandatory parameters for silent installation:

• MODE = INSTALL

• MAILCLIENT = MSOUTLOOK|LOTUSNOTES

• INSTDIR = C:\Program Files\SAP\CRM Groupware Synchronization\

Upgrade

Uninstallation

Setup.exe /s /v" /qn MODE=UPGRADE"

Setup.exe /s /v" /qn MODE=UNINSTALL"



8 Uninstallation

12 2011 15

8 Uninstallation1. Select Uninstall and indicate whether you want to delete the Microsoft Outlook history

and/or the SAP CRM client profile from your local system.

•

Delete Outlook History If you select this option, the Ext end. dat

• Delete SAP CRM Profile

The SAP CRM groupware profile defines the synchronization settings for your

client. If you select this option, the file

file (an add-in cache for Microsoft

Outlook) is deleted.

%user prof i l e%\ Local

Set t i ngs\ Appl i cat i on Dat a\ SAP AG\ Cl i ent

Gr oupwar e\ GWI Conf i gDat a. xml

• Delete Installation Logs

If you select this option, the installation logs are deleted from the folder

is deleted.

%user prof i l e%\ Local Set t i ngs\ Appl i cat i on Dat a\ SAP AG\ Cl i ent

Gr oupware\ I nst al l at i onLogs .

3. Click Next > to continue.

The uninstallation status is displayed as shown in the examples below.



8 Uninstallation

16 12 2011

4. Display the uninstallation log if required.5. Click Finish to complete the uninstallation.



9 Mandatory Post-Installation Steps

12 2011 17

9 Mandatory Post-Installation Steps Refer to the following SAP Notes for corrections to the client groupware integration

component:

1508007:ClientGWI10seriesforCRM7.01540852:ClientGWI10seriesforCRM2007

1550084:ClientGWI10seriesforCRM7.0EHP1

Run the reports provided with the above SAP Notes if you have not done so already.

Apply the Microsoft Office 2007 Hot fix Package KB976811 for the groupware add-in to

work for all users.












10 Configuration

18 12 2011

10 ConfigurationYou can make the settings described below before or after installation of the ClientGroupware Integration Component.

10.1 Settings for AdministratorsGroupware Integration Customizing

Make generic Customizing settings for groupware integration

You do this in Customizing for Customer Relationship Management, under

Define groupware profiles

Groupware profiles determine the synchronization settings that are valid for a set of

business users, based on their SAP CRM business role, the country assigned in their

business partner master data, and the language that they select for profile download.

CRM

Middleware and Related Components -> Client-Based Groupware Integration -> Settings

for Client-Based Synchronization.

You define profiles in SAP GUI transaction GWI PROFI LE (you can also find this

transaction in Customizing for Customer Relationship Management, under CRM

Middleware and Related Components -> Client-Based Groupware Integration -> Create

and Define Settings for Client Profiles)

You use the checkbox Modifiable in Client to determine whether the business user can

change the settings in the synchronization settings on the groupware client or in the SAP

CRM WebClient UI.

.

Each profile must be assigned to a business role (the country and language fields can be

left blank).

For a list of currently available parameters, see Parameters for Groupware Profiles.

User-Related Settings

Ensure that CRM users are assigned to a business partner of the type Employee

You do this in organizational management (transaction PPOMA_CRM or BP).

Ensure that CRM users have an association w ith a valid CRM business role

You do this in organizational management (transaction PPOMA_CRM or BP). The role

must have one of the following profile types:

• No Classification

• IC WebClient Business Role

• CRM WebClient Business Role

Optional: Assign a busin ess role to users for determination of a groupware profileYou need to do this if multiple roles are assigned to a user in the organizational model, to

ensure that the correct groupware profile is determined for groupware integration.

Otherwise the system would determine the first role assigned to the user, which may not

be correct.

You define which role is used for the profile determination in SAP GUI transaction SU01.

On the Parameters tab, enter the parameter CRM_GWI _PROFI LE

with the parameter

value set as the business role to be assigned to the user.



10 Configuration

12 2011 19

Backend Customizing

Check the defined date prof iles (which in fluence time zone handling for all-day

appointments)

You do this in Customizing for Customers Relationship Management, under Basic

Functions -> Date Management ->

You assign date profiles to transaction types in the same section, in the activity Assign

Date Profile to Transaction Type.

Define Date Profile.

For more information, see SAP Library for client-based groupware integration, section

Specify the possible titles that can be entered for contacts in the groupware client

Appointment Synchronization.

You do this in Customizing for Cross-Application Components, under SAP Business

Partner -> Business Partner -> Basic Settings-> Forms of Address-> Maintain Forms of

Address.

Without this customizing there will be inconsistency in the title synchronization for

contacts.

Make the settings described in SAP Note 1567865

To identify a contact that was created in the groupware client as such. This prevents the

contact from being downloaded as a duplicate SAP CRM.

http://service.sap.com/~form/handler?_APP=01100107900000000342&_EVENT=REDIR&_NNUM=1567865&_NLANG=en&_NVERS=0






10 Configuration

20 12 2011

10.2 Settings for Business Users If multiple roles are assigned to you in the organizational model, assign a business role to

your user for determination of a groupware profile (if this has not already been done by

administrator).

This ensures that the correct groupware profile is determined for groupware integration,.

Otherwise the system determines the first role assigned to you, which may not be correct.

You assign the role as follows:

1. In the SAP CRM system (SAP GUI), choose System -> User Profile -> Own Data

2. On the Parameters tab, create the parameter

.

CRM_GWI _PROFI LE

Before you start working with groupware integration, click Edit Synchronization Settings

on the Personalize page of the SAP CRM WebClient UI to download your groupware

profile.

with the parametervalue set as the business role to be assigned to the user.

Add the SAP CRM server site name to the trusted sites list in your browser as follows:

1. Open the Internet Explorer.

2. Choose Tools -> Internet Options -> Security and in the Trusted Sites screen area,choose Sites.

3. In the Add this website to the zone field, enter the SAP CRM server website andchoose Add.

4. Choose Close to close the window and apply the settings.

You may get a warning that you are changing security settings. In this case, chooseYes to close the window, and then OK in the Internet Options window. Close allbrowser windows and restart the Internet Explorer.

Enable cached exchange mode in Microsoft Outlook as follows:

1. In Microsoft Outlook, go to the account settings.

2. In Microsoft Outlook 2003/2007 choose

3. In Microsoft Outlook 2010 choose

Tools -> Account Settings...

4. On the E-mail tab, select the Microsoft Exchange server and choose Change...

File -> Info -> Account Settings -> AccountSettings...

5. In the Microsoft Exchange settings, select the Use Cached Exchange Mode checkbox.

6. Choose Next -> Finish

If you are working over a VPN connection, make sure you have the following Microsoft

Outlook settings:

to complete the setting.

o Download Full Items

o On Slow Connections Only Download Headers

The groupware client must be open before synchronization starts.



10 Configuration

12 2011 21

10.3 Parameters for Groupware Profi lesYou use the checkbox Modifiable in Client to determine whether the business user can

change the settings in the synchronization settings on the groupware client or in the SAP

CRM WebClient UI.

Property Possible Values (Explanation) CorrespondingSynchronization Setting

AccountSearchResults Must be <blank> Search result columns

AddressDelimiter

Determines the separation of thehouse number and street name.

None

<blank> : On upload, the housenumber and street name are splitinto the House No. and Street fieldsin SAP CRM. On download, aspace is inserted between thehouse number and street name.

, (comma): On upload, the housenumber and street areconcatenated in the Street field inSAP CRM. On download, a commais inserted between the housenumber and street name.

For more information, see the SAPLibrary (navigation described inFurther Information above), section Address Delimiter and Address

Grouping for Contacts.

ALL

True: Show theConflicts/Confirmations window ifan item is created, modified, ordeleted.

Confirmation and Conflicts

page -> Show ConfirmationWindow For -> All checkbox

False: Do not showConflicts/Confirmations window ifan item is created, modified, ordeleted.

AlwaysShowConflict is replacedwith the parameter “ALL” and thevalue maintained is copied toParameter “ALL”.

Note: As of version 10.29.01 of theClient Groupware IntegrationComponent, this parameterreplaces the parameter"AlwaysShowConflict". If you areupgrading to version 10.29.01, youneed to run the report attached toSAP Note 156398, which copies thevalue for the parameter"AlwaysShowConflict" to theparameter "ALL".



10 Configuration

22 12 2011

ApptAttachment

Appoin tments w ith Attachment:Synchronize attachments forappointments.

Synchronization page -> SyncOptions -> Attachments checkbox

Without Attachment: Do not

synchronize attachments forappointments.

Note: To enable synchronization ofappointment attachments you alsoneed to enable appointmentsynchronization (parameter“ApptSyncEnable”).

ApptColor

Determines the color that you wantto use for the appointments inMicrosoft Outlook.

None

No color assigned = 0

Red = 1

Orange = 2

Peach = 3

Yellow = 4

Green = 5

Teal = 6

Olive = 7

Blue = 8

Purple = 9

Maroon = 10

Steel = 11

Dark Steel = 12

Gray = 13

Dark Gray = 14

Black = 15

Dark Red = 16

Dark Orange = 17

Dark Peach = 18

Dark Yellow = 19

Dark Green = 20

Dark Teal = 21

Dark Olive = 22

Dark Blue = 23

Dark Purple = 24

Dark Maroon = 25



10 Configuration

12 2011 23

ApptSyncEnable

True: Synchronize appointments.

Synchronization page - SyncOptions -> Select checkboxFalse: Do not synchronize

appointments.

AssignedAccountPriority

Determines the flow of account datawhen a user assigns an account toan item, using the Relate to SAPCRM

None

add-in (not relevant for LotusNotes).

0: Always overwrite data inMicrosoft Outlook with data fromSAP CRM.

1: Outlook has priority (overwriteonly blank fields in MicrosoftOutlook).

2: CRM has priority (do notoverwrite fields in Microsoft Outlookif they are blank in SAP CRM).

For more information, see the SAPLibrary (path given above), section Assigned Account Priority.

AutoSyncConflictOption

Determines the action if a conflictoccurs during automaticsynchronization.

Auto Synchronization page -> Additional Settings: Useconfirmation and conflictsettings configured for manualsynchronization

0: Do not use manual settings

1: Use manual settings

CertificateOrIssuerName

Certificate name or issuer namethat is used to filter the certificatefrom the certificate store whensingle sign-on is enabled.

CRM Server page -> SingleSign On Details -> Issuer

Change

True: Show changes toappointments, tasks, and contactsin the Conflicts/Confirmationswindow.

Conflicts and Confirmations page -> Show ConfirmationWindow For -> Modification checkboxFalse: Do not show changes to

appointments, tasks, and contactsin the Conflicts/Confirmationswindow; trigger the defaultsynchronization action.



10 Configuration

24 12 2011

CollectCertificateBy

Determines the how single sign-oncertificates are collected from thecertificate store

CRM Server page -> SingleSign On Details -> CollectCertificate via

SubjectName: The SubjectName

value in the Details tab of thecertificate is considered for singlesign-on.

IssuerName: The IssuerName value in the Details tab of thecertificate is considered for singlesign-on.

WindowsAuthentication : TheMicrosoft Windows user name withwhich you are logged into thesystem is considered for singlesign-on.

SerialNumber : The SerialNumber value in the Details tab of thecertificate is considered for singlesign-on.

BrowseFromPath: The browsedpath for the certificate is consideredfor single sign-on.

Conflict

Determines the action if a conflictoccurs during synchronization

Conflicts and Confirmations page -> Conflict ResolutionOptions

GW has Priorit y: The item isunchanged in the groupware clientand overwritten in SAP CRM.

SAP CRM has Priority: The item isunchanged in SAP CRM andoverwritten in the groupware client.

Open Conflic t Resoluti on: TheConflicts/Confirmations windowappears and the business userdecides which version of the itemhas precedence.

Note: The values that you canselect depend on your setting forthe parameter "OnConflict" asfollows:

If "OnConflict" = "True", all theoptions can be selected.

If "OnConflict" = "False", GW hasPriority and SAP CRM has Prioritycan be selected.

If "Conflict" = "Open ConflictResolution" and "OnConflict" ="False", run the report attached toSAP Note 1563898 to set the valueof Conflict to "SAP CRM hasPriority" as a default value

http://service.sap.com/sap/support/notes/1563898






10 Configuration

12 2011 25

ConflictAutoSync

This property applies to automaticsynchronization. If the parameter“AutoSyncConflictOption” is set toFalse, this setting takes priority. Auto Synchronization page ->

Additional Settings -

> checkbox Use confirmationand conflict settingsconfigured for manualsynchronization

SAP CRM has Priority: The item isunchanged in SAP CRM andoverwritten in the groupware client.

GW has Priorit y: The item isunchanged in the groupware clientand overwritten in SAP CRM.

ContactAttachment

Contact with Attachment:Synchronize attachments forcontacts.


Without Attachment: Do notsynchronize attachments forcontacts.

Note: To enable synchronization ofcontact attachments you also needto enable contact synchronization(parameter “ContactSyncEnable”).

ContactSearchResults Must be <blank> Search result columns

ContactSyncEnableTrue: Synchronize contacts. Synchronization page -> Sync

Options -> Select checkboxFalse: Do not synchronize contacts.

CreateNew

True: Show new appointments,tasks, and contacts in theConflicts/Confirmations window. Conflicts and Confirmations

page -> Show ConfirmationWindow For -> Creation checkbox

False: Do not show newappointments, tasks, and contactsin the Conflicts/Confirmationswindow; trigger the defaultsynchronization action.

CRMClientThe SAP CRM server clientnumber.

CRM Server page -> Clientfield

CRMServerThe SAP CRM server for an activeprofile (this is a concatenated stringof <server_name>:<port number>).

CRM Server page -> Serverand Port fields

DefaultEndDate

Default end date for appointmentsand tasks. This parameter takesprecedence over the parameters“To” and “NextDays”.

Synchronization page -> Appointment/TaskSynchronization Settings ->End Date fieldEnter the date in the format

MM/DD/YYYY (month/date/year).

DefaultStartDate

Default start date for appointmentsand tasks. This parameter takesprecedence over the parameters“From” and “LastDays”.

Synchronization page -> Appointment/TaskSynchronization Settings ->Start Date fieldEnter the date in the format

MM/DD/YYYY (month/date/year).



10 Configuration

26 12 2011

Delete

True: Show deleted appointments,tasks, and contacts in theConflicts/Confirmations Conflicts and Confirmations

page ->

window.

Show ConfirmationWindow For -> Deletion checkbox

False: Do not show deleted

appointments, tasks, and contactsin the Conflicts/Confirmationswindow; trigger the defaultsynchronization action.

DeleteRemainingAccounts

True: If all the contacts assigned toan account are deleted then theaccount is deleted.

Synchronization page ->Contact PersonSynchronization Settings ->checkbox Delete Accounts ifNo Contacts are Assigned

False: Account are not deleted,even if they have no contactsassigned.

DownloadContactsFromCRM

Owned Contact: Synchronizecontacts for which the user logged-

on is employee responsible.

Synchronization page ->Contact PersonSynchronization Settings ->checkboxes Download fromCRM: Owned Contacts andDownload from CRM:Contacts for Accounts WhereUser Belongs to AccountTeam

Contacts of Account: Synchronizecontacts for accounts for which theuser logged-on is employeeresponsible.

Both: Synchronize contacts forwhich both of the above apply.

EmployeeSearchResults Must be <blank> Search result columns

EnableAutoSync

True: Enable automaticsynchronization. Auto Synchronization page ->

Enable AutomaticSynchronization checkboxFalse: Disable automatic

synchronization.

EnableItemLevelCheck

1: Enable check for changes onfield level between an item inMicrosoft Outlook and the sameitem in SAP CRM

None0: Disable check for changes onfield level

For more information, see the SAPLibrary (path given above), sectionCheck for Changes on Field Level.

EnableLog

1: Log files are created for

synchronization. The defaultlocation is %userprofile%\LocalSettings\Application Data\SAP

AG\Client Groupware .

Advanced page -> checkboxEnable Logging

0: No log files are created.

EnableSSOAuthenticationTrue: Enable single sign-on. CRM Logon Details page ->

checkbox Use Single Sign-On False: Disable single sign-on.



10 Configuration

12 2011 27

ExtensionSeparator

Defines the character used toseparate an extension from a phonenumber in Microsoft Outlook. Thefollowing values are supported:

None'-' (hyphen)x

For more information, see the SAPLibrary (path given above), sectionPhone Number Formats forContacts.

From

This parameter in conjunction withthe parameter “LastDays”determines defines the time periodin the past for whichsynchronization takes place.

NoneDays: The period is defined in days.

Week: The period is defined inweeks.

Month: The period is defined inmonths.

GWIServiceProtocol

The following values are supported:

None

HTTP

HTTPS (recommended for securityreasons)

Note: To add this parameter run thereport attached to SAP Note1563898.

IdleIntervalNumber of minutes idle state afterwhich automatic synchronizationtakes place, if active.

Auto Synchronization page ->Schedule AutomaticSynchronization -> settingWhen the computer has beenidle for

LanguageModifiable

0: The language of the UI forgroupware integration is not

modifiable

CRM Server page -> CRM

Groupware Client Details ->Language selection field

1: The language is modifiable

LastDays

The number of days/weeks/months(depending on the value of theparameter “From

None”) in the past for

which data is synchronized.

LogonSyncEnable

1: Automatic synchronization runswhenever the user logs on to thesystem.

Auto Synchronization page ->Schedule AutomaticSynchronization -> checkboxPerform first synchronizationat logon

0: Automatic synchronization doesnot run when the user logs on.



10 Configuration

28 12 2011

BatchSize

Maximum number of contacts to besynchronized in a single request.This is used to avoid timeout errorsduring synchronization of largenumbers of contacts.

None

NextDays

The number of days/weeks/months(depending on the value of theparameter “To”

None) in the future for

which data is synchronized.

OnConflict

True: The Conflicts/Confirmations window is enabled.

Confirmation and Conflicts page -> Conflict ResolutionOptions -> checkbox ShowConflict Resolution Window.

False: The Conflicts/Confirmations window is disabled.

PrivateHandlingCRM

Ignore: Do not synchronize privateappointments or tasks from SAPCRM to groupware.

Advanced page -> Handling ofNew Private Appointments/Tasks ->checkbox Created in SAPCRM

Synchronize: Synchronize privateappointments or tasks from SAPCRM to groupware.

Sync Private as Normal: Privateappointments/tasks aresynchronized to groupware asnormal appointments/tasks.

Sync Private Frame Only: Onlythe basic information issynchronized.

PrivateHandlingGroupware

Ignore: Do not synchronize privateappointments or tasks fromgroupware to SAP CRM.

Advanced page -> Handling ofNew Private Appointments/Tasks ->checkbox Created inOutlook\Lotus Client

Synchronize: Synchronize privateappointments or tasks fromgroupware to SAP CRM.

Sync Private as Normal: Privateappointments/tasks aresynchronized to SAP CRM asnormal appointments/tasks.

Sync Private Frame Only: Onlythe basic information is

synchronized.

ReferenceDocSearchResults Must be <blank> Search result columns

Reminder

Number of minutes in advance thatreminders appear for activitiessynchronized from SAP CRM togroupware.

Synchronization page -> Appointment/TaskSynchronization Settings ->Reminder



10 Configuration

12 2011 29

SecondsTolerance

An item is considered to bemodified if the last modified timechanges.

The last modified time of asynchronizable item in SAP CRMcan change without a user makingany changes to the content of theitem. This can happen due to anumber of activities in the SAPCRM system, such as partnerdetermination, attachment offactsheets to appointments, andsaving.

To ensure that only items thathave actually been changed by auser are considered modified, theSecondsTolerance value shouldbe greater than the delay in theupdate of the last modified timeresulting from the activitiesmentioned above.

Default setting: 20 seconds

If the delay in the save of an itemtakes more than 20 seconds, thenincrease this value greater thanthe delay.

If the delay in the save of an itemtakes less than 20 seconds, thendecrease this value and set it to avalue slightly greater than the

delay.

None

SecondsToleranceSlave

An item is considered to bemodified if the last modified timechanges.

The last modified time of asynchronizable item in Outlook canchange without a user making anychanges to the content of the item.This can happen due to a numberof activities on the MicrosoftExchange server and a delay insaving.

To ensure that only items thathave actually been changed by auser are considered modified, theSecondsToleranceSlave valueshould be greater than the delayin the update of the last modifiedtime resulting from the aboveactivities.

Default setting: 20 seconds

If the delay in the save of an itemtakes more than 20 seconds, thenincrease this value greater than

the delay.

None



10 Configuration

30 12 2011

If the delay in the save of an itemtakes less than 20 seconds, thendecrease this value and set it to avalue slightly greater than thedelay.

ShowErrorMessage

True: If errors appear duringsynchronization, display their detailsin a separate window. None

False: Do not display errors.

ShowSyncResult

True: Display the result of thesynchronization in a separatewindow. None

False: Do not display the result ofsynchronization.

SyncAtComputerIdle

True: Automatic synchronizationtakes place when the computer is inidle state for the specified period oftime (defined in the parameter“IdleInterval”).

Auto Synchronization page ->Schedule AutomaticSynchronization -> settingWhen the computer has beenidle for False: No automatic

synchronization takes place whenthe computer is idle.

SyncAtInterval

True: Automatic synchronizationtakes place at the predefinedinterval (as defined for theparameters “SyncInterval” and“SyncIntervalUnit”).

Auto Synchronization page ->Schedule AutomaticSynchronization -> field Startsynchronization every

False: Automatic synchronizationdoes not happen at intervals.

SyncDirecAppointment

CRM to GW: Appointments are onlysynchronized from SAP CRM togroupware.

Synchronization page -> SyncItem -> Sync Direction field

GW to CRM: Appointments are onlysynchronized from groupware toSAP CRM.

Both: Appointments aresynchronized in both directions.



10 Configuration

12 2011 31

SyncDirecContact

CRM to GW: Contacts are onlysynchronized from SAP CRM togroupware.

Synchronization page -> Sync

Item -> Sync Direction field

GW to CRM: Contacts are only

synchronized from groupware toSAP CRM.

Both: Contacts are synchronized inboth directions.

SyncDirecTask

CRM to GW: Tasks are onlysynchronized from SAP CRM togroupware.

Synchronization page -> SyncItem -> Sync Direction field

GW to CRM: Tasks are onlysynchronized from groupware toSAP CRM.

Both: Tasks are synchronized inboth directions.

SyncInterval

The numeric value for the definitionof the synchronization frequency(frequency must be at least 5minutes).

Auto Synchronization page ->Schedule AutomaticSynchronization -> settingStart synchronization every

SyncIntervalUnitMinutes or Hours: The time unit forthe definition of the synchronizationfrequency.

Auto Synchronization page ->Schedule AutomaticSynchronization -> settingStart synchronization every

SyncOnDays

The days of the week on whichsynchronization should take place.Make your entries in the following

format: Mon/Tue/Wed

Auto Synchronization page ->Specify the Days forSynchronization

TaskAttachment

Task with Attachment:Synchronize attachments for tasks.


Without Attachment: Synchronizeattachments for tasks.

Note: To enable synchronization oftask attachments you also need toenable task synchronization(parameter “TaskSyncEnable”).



10 Configuration

32 12 2011

TaskSyncEnable

True: Synchronize tasks.Synchronization page -> SyncOptions -> Select checkbox False: Do not synchronize tasks.

To

Days: The synchronizationtimeframe for the future is defined indays.

None

Weeks: The synchronizationtimeframe for the future is defined inweeks.

Months: The synchronizationtimeframe for the future is defined inmonths.

This setting relates to the parameter

“ NextDays”.

UseColors

0: Enable use of colors forappointments in Microsoft Outlook

None1: Disable use of colors forappointments in Microsoft Outlook

You specify the the colors inparameter "ApptColor".



11 Troubleshooting

12 2011 33

11 TroubleshootingThis section provides possible solutions for problems that may arise.

The Conflicts/Confirmations window does not appear when synchronization istriggered, but synchronization is carried out successfully.

Check whether you have run the ABAP report attached to SAP Note 1563898

(GWIReport.zip), which adds new parameters such as “AlwaysShowConflict”, “Reminder”

and “EnableLog” to the profile tables. The conflict screen is shown only when the parameter

“AlwaysShowConflict” is enabled.

Af ter successfu l ins tal lat ion of the Cl ient Groupware In tegrat ion Component , when Iclick on Synchronize or click to edit the synchronization settings I get a popuptelling me to install the integration software.

Make the trusted sites settings described in the section Settings for Business Users in this

document.

When upgrading the Client Groupware Integration Component a network errormessage is disp layed:

Remove the duplicate entry of the Client Groupware Installation Component as follows:

1. Download and install the Microsoft Windows Installer Cleanup Utility for your

operating system from the Internet.

For Windows XP, you can download the utility from the following page:

http://download.cnet.com/Microsoft-Windows-Installer-Cleanup-Utility/3000-18512_4-

15905.html

2. Open the Microsoft Windows Installer Cleanup Utility from your Start menu.

3. There are two entries for the client groupware integration plug-in under in the Allusers category:

• SAP CRM Groupware

• SAP CRM Client Groupware Integration

Choose SAP CRM Groupware and click Remove. This cleans the application from

the machine.

4. Run the Client Groupware Integration Component installation (Setup.exe).




http://download.cnet.com/Microsoft-Windows-Installer-Cleanup-Utility/3000-18512_4-15905.html








11 Troubleshooting

34 12 2011

The message ‘Object reference not set to an instance of an object ’ is displayedwhen I click Edit Synchronization Settings or Synchronize in the SAP CRMWebClient UI.

Make sure that Microsoft Outlook is open before you click Edit Synchronization Settings or

Synchronize in the SAP CRM WebClient UI.

When I click Options in the SAP CRM menu in Microsof t Outlook , I get an emptysettings sc reen with a message ‘SAP CRM Profile is not available’.

Always download the profile the first time from the SAP CRM WebClient UI.

Appoin tments, tasks and contacts are synchronized to Microsof t Outlook but thecategory ‘SAP CRM’ is missing in these items.

Check whether the category ‘SAP CRM’ is listed in the Master Category list in Microsoft

Outlook. If it is not, add it to the master category list. Also implement SAP Note 1560254. If it

has already been implemented, then re-implement it.

Appoin tments synchronization is not working. Appo intments are dupl icated aftersynchronization.

The Windows user logged on is considered the organizer of the appointment and the SAP

CRM user logged on is considered the employee responsible. Implement SAP Note 1566407

in which this change is addressed.

When I try to install the Client Groupware Integration Component f rom the SAPCRM WebClient UI, it tries to invoke ‘setup.msi’ but the MIME object has a‘setup.exe’.

The setup file of the Client Groupware Integration Component series 10 was initially released

as ‘setup.msi’ and was later changed to ‘setup.exe’. Implement the SAP Note 1562571 to

make this change.

Junk characters appear in the Notes section in the SAP CRM WebClient UI when

synchronized from Microsoft Outlook.

Implement SAP Note 1553711 to solve this issue.



















11 Troubleshooting

I am unable to change some synchronization settings in the SAP CRM GroupwareSynchronization Settings window.

In the definition of the groupware profile in SAP CRM Customizing there is a checkbox

‘Modifiable in Client’.

The parameters for which this checkbox is selected are editable in the groupware integration

plug-in; otherwise they are not editable.

Role determination for the user during groupware profile download is incorrectwhen there are mult iple roles assigned to t he user.

The new user profile parameter CRM_GWI_PROFILE resolves this issue. Implement SAP

Note 1554739.

I am using SAP CRM 2007 and the groupware profile SAP_DEFAULT is notavailable.

Implement SAP Note 1564703 to add the SAP_DEFAULT profile.

The Calendar Maintenance checkbox i s selected in the activities and hence they arenot displayed in the SAP CRM WebClient UI calendar. However, these appointmentsare synchronized to Microsoft Outlook withou t taking this setting into account.

In order to take the Calendar Maintenance setting into account for groupware

synchronization, implement SAP Note 1560254.

A new count ry is ass igned to the user in bus iness partner master data, but no newprofile is downloaded.

Delete the groupware profile on the client.













Documents

CRM Outlook Client Integration