Data Collector for SAP Customer Relationship Management (CRM) Status: 12/09/08

Data Collector for SAP Customer Relationship Management (CRM) Status: 12/09/08

Contents SAP CRM DATA COLLECTOR 3 THE DATA COLLECTOR FOR SAP CRM FEATURES...3 Targets of monitoring:...3 CRM Middleware Component Monitoring...3 Communication between CRM system and R/3 OLTP system...3 Communication between R/3 OLTP system and CRM system...4 Scheduler Status SMQR...5 Monitoring the Replication Queue...5 BDoc summary SMW01/SMW02...6 This data collector is available for the following applications:...7 Performance Data...7 Copyright REALTECH 2008 Page 2 of 7

SAP CRM Data Collector The Data Collector for SAP CRM Features Targets of monitoring: Location of faulty documents Location if inconsistent states in receiver and sender system CRM Middleware Component Monitoring For preventing data inconsistencies, it is necessary to check the interfaces regularly for terminated or stopped transmissions. Communication between CRM system and R/3 OLTP system It is normal that some entries are in the queues to the individual clients, like as follows: Entries of objects, which should be sent to the OLTP and the Mobile Clients Each queue contains of single trfcs in a certain sequence, which is called qrfc Each client has a dedicated number Mobile clients connect asynchronously to the CRM-system, the queue waits in SMQ1 until the Mobile client connects so that it can pick up its messages Entries of queues to mobile clients start with CRM_SITE_ Entries of queues for OLTP-system start with R3A..., number of these queues depend on the business logic and customizing settings. The OLTP system always should be connected (exception is the downtime for backup..) The serialized R/3 Adapter relevant queues all start with R3AI<object name>, R3AD<object name><key> or R3AR<object name>. When, in the OLTP system, mass updates are done, e.g. application data updates, then the data gets shipped via the outbound queue to the CRM Middleware system. This data is controlled via the qrfc settings. QRFC is used by several SAP applications such as Advance Planner and Optimizer (APO), Business Warehouse (BW) and Customer Relationship Management (CRM) for internal communication. Copyright REALTECH 2008 Page 3 of 7

You can use transaction SMQ1 (qrfc Outbound Queue Monitor) for displaying monitored Outbound Queues and information about, like: CRM_Site -> Queue for mobile clients R3A* -> Queues for the OLTP system Queue state (CPICERROR, SYSFAIL,...) of various queue kinds Number of queue entries Communication between R/3 OLTP system and CRM system The transmission of the delta information is performed from the R/3 OLTP system to the CRM Middleware Server. When the delta information arrives at the CRM Middleware Server, the data is forwarded to the inbound queue. The delta data can be found in the R3AD* queues. The inbound queues are normally empty or small, if the CRM-Server has enough resources and no errors occur. Here you can find stopped or hanging queues when you mark an entry and press the glasses icon (F7). By double clicking on any queue the LUWs belonging to that queue are displayed. It is strongly recommended to avoid deleting the queue or entries of it, because this could lead to inconsistencies. You can use transaction SMQ2 (qrfc Inbound Queue Monitor) for displaying monitored Inbound Queues and information like: R3AD* -> Delta-Queues of various queue types, the queue state, as well as the Number of queue entries (A variety of entries can be a sign for an insufficient capacity of the middle ware system) Copyright REALTECH 2008 Page 4 of 7

Scheduler Status SMQR This transaction runs the scheduler for checking the inbound queues on the CRM Middleware Server. Make sure, that the scheduler is set to active. Here you can register or deregister the inbound queues. You can stop all inbound queues in CRM by de-registering all queues in transaction SMQR Only those queues that are registered are processed. These are registrations with any generic queue name with type R (R = registered, U = unregistered). So an entry must exist in transaction SMQR for the queue names e.g. R3A* for the delta queues. Please note that you can use transaction SMQR for e.g.: Check if all queues are registered (Type = R) Check the state of the scheduler e.g. for the number of entries per queue Monitoring the Replication Queue Displays information about the status and contents of the replication and realignment queues in the clients defined in your CRM Middleware System. Replication queues can be stopped and started manually by double-clicking the traffic light - the light changes between red and yellow or green. Normally all queues should be running or waiting a function called SMOH_QUEUEDEMON is automatically triggered to process queue entries when such entries are entered into the queue. The number displayed besides a queue represents the number of entries currently in the queue. This number should be continuously decreasing, unless new entries are entered into the queue at the same time. By double-clicking the number itself, the entries in the respective queue can be viewed. If you interrupt queue processing, the processing of the current entry is completed and then the queue is set to status Hold. As a result, the data collector generates an alert message. A further message will be generated if the queue demon has stopped (State <> "running"). Copyright REALTECH 2008 Page 5 of 7

You can use transaction SMOHQUEUE (Replication Queues Monitor) for displaying the Replication Queue Monitor and information about. BDoc summary SMW01/SMW02 Transaction SMW01 allows you to display the data of a BDoc.By means of transaction SMW02 it is possible to access the display of the processing status of individual BDoc from the BDoc types themselves. Search for special error situations per Bdoc-ID, date, Site ID, message ID..., Transaction SMW01/SMW02 (BDocs in error state) Monitoring in OLTP Monitoring the communication between R/3 OLTP system and CRM system OLTP -> SMQ1 -> R3D* -> BAPI data going from the OLTP system to the Middleware system. You can use transaction SMQ1 (Out Queue) for displaying information about: CRM_Site -> Queue for the mobile clients R3A* -> Queues for the OLTP system Number of queue entries The queue state (CPICERROR, SYSFAIL,...) of various queue kinds Copyright REALTECH 2008 Page 6 of 7

This data collector is available for the following applications: SAP CRM 2.0 Since version 2.0, the functionality of the SAP R/3 Enterprise data collector is integrated into the CRM data collector. With it, the CRM data collector provides monitoring functionality above the R/3 data collector. Performance Data Performance statistics for SAP activities according to Transaction Groups, User Groups or Job Groups are monitored with an additional data collector (SAP Performance DC). This one is precondition for alerting, for reporting and for Service Level Analysis on these objects. Details can be found in the Technical White Paper" on ABAP-Suite". The SAP Performance DC is a package with the SAP R/3, SAP R/3 Enterprise, APO, CRM and BW data collectors. All target availabilities published in this brochure refer to predicted, non-binding general availability dates of a product or a product component! Knowledge powered by REALTECH Further information about REALTECH S software solutions: www.realtech.com REALTECH AG Industriestraße 39c 69190 Walldorf Germany Tel +49.6227.837.591 Fax +49.6227.837.837 customerservices@realtech.com www.realtech.com Copyright REALTECH 2008 Page 7 of 7