Document

Copyright 2013 SAP AG or an SAP affiliate company.
All rights
AG in Germany and other countries. Please see
reserved.
http://www.sap.com/corporate-
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.
en/legal/copyright/index.epx#trademark for additional trademark

information and notices.
Disclaimer
Some components of this product are based on Java. Any code
Some software products marketed by SAP AG and its distributors
change in these components may cause unpredictable and severe
contain proprietary software components of other software vendors.
malfunctions and is therefore expressively prohibited, as is any
National product specifications may vary.

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.
SAP and other SAP products and services mentioned herein as well as
their respective logos are trademarks or registered trademarks of SAP
decompilation of these components.

Any Java Source Code delivered with this product is only to be used
by SAPs 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
Icons
Type Style
Description
Icon
Example Text
Words or characters quoted from

the screen. These include field
names, screen titles,
pushbuttons labels, menu
names, menu paths, and menu
options.
Cross-references to other
documentation
Example text
Emphasized words or phrases in

body text, graphic titles, and
table titles
EXAMPLE TEXT
Technical names of system

objects. These include report
names, program names,
transaction codes, table names,
and key concepts of a
programming language when
they are surrounded by body
text, for example, SELECT and
INCLUDE.
Example text
Output on the screen. This

includes file and directory names
and their paths, messages,
names of variables and
parameters, source text, and
names of installation, upgrade
and database tools.
Example text
Exact user entry. These are

words or characters that you
enter in the system exactly as
they appear in the
documentation.
<Example text>
Variable user entry. Angle

brackets indicate that you
replace these words and
characters with appropriate
entries to make entries in the
system.
EXAMPLE TEXT
Keys on the keyboard, for

example, F2 or ENTER.
Meaning
Caution
Example
Note
Recommendation
Syntax
Additional icons are used in SAP Library

documentation to help you identify different
types of information at a glance. For more
information, see Help on Help General
Information Classes and Information Classes
for Business Information Warehouse on the
first page of any version of SAP Library.
Administration Guide: SAP Groupware Connector
Contents
1 Introduction ...................................................................................6
2 Architecture of Connectors ..........................................................7
2.1
2.2
2.3
2.4
2.5
Microsoft Exchange Connector .............................................8

Lotus Domino Connector .......................................................9
Multi-Connector Landscape ................................................ 10
Data Exchange Using Message Queues ............................ 13
Mapping of SAP CRM Entities and Groupware Entities ... 15
3 Security Considerations .............................................................16

4 Preparation .................................................................................17
4.1 CRM parameters ................................................................... 18
4.1.1 SOAP Runtime Handler for RFC .................................................. 18
4.1.2 SOAP HTTP Handler for RFC ....................................................... 22
4.2 Preparation for Microsoft Exchange Connector................ 25

4.2.1 Preparing Administrative Account .............................................. 25
4.2.2 Set up Exchange Impersonation ................................................. 33
4.2.3 Set up Exchange Auto Discover Service .................................... 35
4.2.4 Set up Exchange Public Folder Permissions ............................. 36
4.2.5 Installing Microsoft Outlook ........................................................ 36
4.2.6 Preparing a Public Folder for Storing SAP CRM Contacts ....... 37
4.2.7 Using the Contacts Folder as the Address Book in Microsoft
Outlook.................................................................................................... 37
4.3 Preparation for Lotus Domino Connector.......................... 38

4.3.1 Preparing an Administrative Account ........................................ 38
4.3.2 Preparing the Database for Storing CRM Contacts .................. 39
4.3.3 Installing Lotus Notes Client ....................................................... 43
4.4 Upgrade to 7.0 SP XX Connector from a Lower Version/SP

...................................................................................................... 44
5 Configuration Parameters in the Administrative Tool .........45

5.1 Groupware Configuration ...................................................... 47
5.1.1. Configuring Groupware Server Connection Options for
Microsoft Exchange ............................................................................... 47
5.1.2 Configuring Groupware Server Connection Options for Lotus
Domino .................................................................................................... 49
5.2 Groupware Adapter Connection ............................................ 51

5.3 Queue (User) Maintenance .................................................. 57
5.4 Performance .......................................................................... 60
5.5 Logging.................................................................................. 61
5.6 Proxies ................................................................................... 65
5.7 Configuring Proxies ............................................................. 68
5.8 User Statistics ....................................................................... 79
August 2015
Administration Guide: SAP Groupware Connector
6 Batch-Assigning Access Rights for Domino Connector ..........80

7 Microsoft Outlook Categories ....................................................81
8 Connector Logging Information ..............................................82
8.1 Connector Log File ................................................................. 82
8.2 Error Log File ........................................................................ 83
8.3 Trace Log File ......................................................................... 89
9 Troubleshooting the Connector ..............................................90

9.1 Verifying Connection to the Payload Interface .................. 90
9.2 Resolving Payload Interface Errors .................................... 91
9.3 Verifying the Connection to Groupware Server ................ 92
9.3.1 Connection to Microsoft Exchange Server ................................ 92
9.3.2 Connection to Lotus Domino Server .......................................... 92
9.4 Error Details .......................................................................... 93

9.5 Diagnostics Tool ................................................................... 94
9.5.1 Tool for Microsoft Exchange Connector .................................... 94
9.5.2 Tool for Lotus Domino Connector .............................................. 97
9.6 Backup Plan .......................................................................... 98
August 2015
1 Introduction
This guide describes the administrative tasks that a system administrator must perform after the
installation of the SAP Groupware Connector (hereafter referred to as groupware connector).
This guide includes information about the following:
Communication between the groupware connector and the groupware adapter

Preparation of the groupware server and CRM settings
Configuration of the groupware connector and its proxies
Assignment of access rights for groupware
Managing a master categories list
Logging and troubleshooting
Experience with typical groupware administrative tasks is required for preparing groupware
servers for integration.
August 2015
2 Architecture of Connectors
The groupware connector synchronizes messages between the SAP CRM server and the
groupware server, using a messaging interface. It consists of the following components:
Groupware connector
Groupware connector proxy
The number of installed instances of groupware connector proxies depends on the following:
Geographical distribution of the organization and wide area network (WAN) landscape
Desired performance of the solution
Internal communication between the connector and its proxies is optimized to consume as little
network traffic as possible, thus supporting distributed solutions where proxies provide a link to
remote groupware servers.
The overall performance of the solution greatly depends on the configured landscape, particularly
for greatly distributed organizations. Performance is optimized if proxy instances do not
communicate with remote groupware servers.
The simplest configuration is when the groupware connector and one instance of the groupware
connector proxy per organization are installed on the same server in the same local area network
(LAN) as SAP CRM. This configuration is easiest to maintain, but has the lowest performance.
In a distributed organization, SAP recommends that you set up a separate proxy instance
within each remote LAN. This will provide much better performance and will dramatically
reduce wide area network (WAN) usage, since calls between connectors and proxies are
optimized to use as few network resources as possible.
Proxy instances can be installed or removed after the initial setup is performed.
For more information about the required environment (software and hardware requirements)
for the groupware connector, see the SAP CRM Groupware Connector Installation Guide.
August 2015
2.1 Microsoft Exchange Connector

The groupware connector for Microsoft Exchange Server is a .NET VC++ application, usually
running as a Windows service under an administrative account. For data synchronization, another
administrative account, SAP Groupware Admin is required, which must be assigned with
permissions to read and write into other users' mailboxes and public folders on the Microsoft
Exchange Server.
The groupware connector for Microsoft Exchange Server uses Exchange Web Services (EWS)
Managed API 2.0 to connect to the Microsoft Exchange Server.
The figure below shows the communication between the components:
The groupware connector communicates with SAP CRM via the groupware adapter. The
connector uses Simple Object Access Protocol (SOAP) over HTTP or .NET 4 over HTTPS
(depending on the connector version) to communicate with the adapter. The groupware connector
uses Exchange Web Services (EWS) for communication with the Microsoft Exchange Server.
You must install the groupware connector and the Microsoft Exchange Server in the same
domain.
August 2015
2.2 Lotus Domino Connector

The groupware connector for Lotus Domino is a Java application that uses Lotus Notes libraries
during the processing. The connector usually runs as a Windows NT service, supported by a small
application called CustomService.exe. This application starts Java as a child process with
proper parameters set.
The groupware connector for Lotus Domino uses the Lotus Domino toolkit for Java/CORBA to
connect to the Lotus Domino Server.
The figure below shows the communication between the components:
The groupware connector communicates with SAP CRM via the groupware adapter. The
groupware connector uses RMI for communication with the Lotus Domino server.
You must install the groupware connector and the Lotus Domino server in the same
domain. Installation of the groupware connector and proxy requires the Lotus Notes client to be
on same machine.
In case of remote proxy, each proxy must have a Lotus Notes client on the same machine.
August 2015
2.3 Multi-Connector Landscape

In the lower versions of groupware connector, it was restricted to have only one groupware
connector connected to a single CRM system in the production scenario. Typically most of the
organizations have a significant number of mail servers distributed in different geographic
locations. To cover all of the mail servers and to reduce the latency during data exchange, we now
have more than one groupware connector connecting to a single CRM groupware adapter in close
proximity to the exchange/domino servers.
In groupware connector 7.0, data exchange from a single CRM system with multiple connectors,
which are in turn mapped to separate groupware servers, is enabled via a Multi-Connector
scenario.
CRM side corrections, CRM side settings and AdminTool configuration are necessary to
enable a multi-connector scenario. For more information, refer to SAP Note 1885752.
Multi-Connector scenario works with Connectors of version 7.0 and not between a 5.0
Connector and a 7.0 Connector.
Filter criteria: any field in the ADRC table can be provided in the GWAFILTAB table under
the column FIELD and provide a relevant entry for SIGN, OPT and LOW columns.
The following figure shows the communication between the components in a multi-connector
landscape:
10
August 2015
Replication from SAP CRM to Groupware
The groupware adapter gets a set of changed messages from the users storage,
distributes the users among the installed groupware connectors and puts them into
respective data queues.
The groupware connector periodically reads the active queue list and starts the Inbound
Messages Processor if there are messages available.
The groupware connector accepts the list of the active queues appended with the
corresponding connector instance name as configured in the AdminTool.
Inbound Messages Processor goes through all queues sequentially and reads the
messages one-by-one, posting them to the groupware server. The IDs of the newly
created messages are posted into the CMW_PIF_ID_QUEUE queue. In case of processing
errors, the queue for the user is locked for a predefined interval and an error notification is
posted into the CMW_PIF_PROTOCOL queue.
Replication from Groupware to SAP CRM
The groupware adapter provides a list of users whose data is intended for replication from
groupware to SAP CRM via the UserList.xml file. In multiple connector scenarios, the
groupware adapter distributes the user list among the connector instances based on
ADRC filter criteria maintained in the GWAFILTAB database table for each connector
instance.
For example, if there are 1000 users (300 users for IN country and 700 users for DE
country) in the CRM user storage, and there are 2 connector instances with the instance
names AIN and ADE. The groupware adapter distributes the data of IN country users to
the connector instance AIN, and the data of DE country users to the connector instance
ADE. Thus, users are load balanced between the connector instances.
The groupware connector goes through all storages sequentially of the users provided in
the list and replicates changes to SAP CRM one-by-one, by posting the messages into the
users data queue in the groupware adapter.
Limitations
The GWAFILTAB table should be maintained appropriately to enable the Multi-Connector

scenario, failing which the connector will behave as a single connector.
In order to prevent the overloading of groupware connector systems, a request for
UserList.xml, AppList.xml and CatsList.xml will not be placed from the
groupware connector system to the CRM system. The automatic download of these xml
files will be replaced by the report REQUEST_USERLIST in the CRM system which fills the
outbound queues for each connector with appropriate data.
For loading the Public Contacts, during the initial load of the BUPA_MAIN object from
CRM to groupware, maintain the block size of the object BUPA_MAIN to 1 in transaction
R3AC3. Data filtering must be done on each business partner in case of multi-connector
scenarios and as a result this setting is required.
The SITE_ID maintained in table GWAFILTAB should be the same as the value
maintained for the Connector ID (CRM Adapter connection Advanced) field in the
AdminTool.
No two groupware users should have the same e-mail ID.
If there are 2 groupware connectors in a landscape (one with a country filter value = DE,
and another one with a country value not equal to DE), a user with country DE will be
present in the user list of groupware connector1. If the address of the user changes to a
value not equal to DE, then the user will be present in the UserList.xml of connector2
also. The change in address will not delete the user from the UserList.xml of
connector1. This is currently a limitation as there is no delete BDOCs created in the
CRM system. You can overcome this in one of the following ways:
August 2015
11
1. Remove the role (maintained in SPRO for GWEMPL) for the user before changing
the address and assign the role GWEMPL after the address change.
2. Rename UserList.xml in the connector system and run the report
REQUEST_USERLIST in the CRM system after the address is changed. This will
populate the UserList.xml in all the connector systems.
12
August 2015
2.4 Data Exchange Using Message Queues

Data exchange is organized using a data-queue pattern: The groupware adapter provides the
message queues, and the groupware connector fetches messages from the queues to get the
operations to be performed and to exchange data items from SAP CRM to groupware. The
groupware connector puts the messages into queues to exchange data items from groupware to
SAP CRM.
The groupware adapter provides a predefined set of system queues and a variable number of data
queues (separate queue for each user). The system queues are as follows:
System Queues
Description
_ISP_QFILLED
(Read Only) Groupware adapter provides a list of currently filled

queues from SAP CRM.
CMW_PIF_ID_QUEUE
(Write Only) Groupware connector posts the IDs of the newly

created messages in groupware server storage. This updates the
mapping between SAP CRM and groupware items on the
groupware adapter side.
CMW_PIF_PROTOCOL (Write Only) Groupware connector posts error notifications into

this queue.
USER_LIST*
(Read Only) Groupware adapter provides a list of users whose data

is intended for replication from groupware to SAP CRM.
Usually the queue name will be USER_LIST if the landscape is
not a multi-connector one.
In a multi-connector scenario the queue name will be appended
with the connector ID. For example, if a Connector ID AIN for the
users in India exists, then the queue name would be
USER_LIST_AIN.
CATS_LIST
August 2015
(Read Only) Groupware adapter provides a list of categories that are

used to distinguish the items/messages in the groupware server
storage to be replicated via the groupware connector.
13
Data flow for two-way replication is shown in the following figure:
Replication from SAP CRM to Groupware
The groupware adapter gets a set of changed messages from the users storage and puts
them into data queue.
The groupware connector periodically reads the list of the active queue and starts the Inbound
Messages Processor if there are messages available.
Inbound Messages Processor goes through all queues sequentially and reads the
messages one-by-one, posting them to the groupware server. The IDs of the newly created
messages are posted into the CMW_PIF_ID_QUEUE queue. In case of processing errors, the
queue for the user is locked for a predefined interval and an error notification is posted into the
CMW_PIF_PROTOCOL queue.
Replication from Groupware to SAP CRM
The groupware adapter provides a list of users whose data is intended for replication from
groupware to SAP CRM via the UserList.xml file.
The groupware connector sequentially goes through all storages of the users provided in the list
and replicates changes to SAP CRM one-by-one, by posting the messages into the users data
queue in the groupware adapter.
For both replication directions, each successful replication operation is listed in a log file.
Short descriptions of any errors are written into an error log file. Error details and information about
the groupware connectors operations are provided in a trace log file.
14
August 2015
2.5 Mapping of SAP CRM Entities and

Groupware Entities
For every mailbox user on groupware whose entities should be synced from SAP CRM to
groupware and vice versa, the groupware user should have a valid Business Partner with the
Groupware Employee role in the CRM system. The standard communication e-mail address of this
Business Partner should be the Primary SMTP e-mail address of the user. Only if the e-mail
address and the groupware employee role are maintained correctly, will the user have an entry in
the UserList.xml which provides the list of users for data replication.
The following table shows the equivalency between entities in SAP CRM and a Microsoft
Exchange server:
SAP CRM
Microsoft Exchange
Business partner
Contact:
Contacts folder in users mailbox (private contacts)
Public folder (public contacts)
Activities or tasks from resource planning
Task:
Tasks folder in users mailbox
Activities or appointments from resource

planning
Appointment, meeting:
Calendar folder in users mailbox
The following table shows the equivalency between entities in SAP CRM and a Lotus Domino
server:
SAP CRM
Lotus Domino
Business partner
Contact (person):
Users private contact database (private contacts)
Public contacts database (public contacts)
Activities or tasks from resource planning
To do entry:
Users mail database: to-do frameset
Activities or appointments from resource

planning
Calendar entry (appointment):

Users mail database: calendar frameset
August 2015
15
3 Security Considerations
Like all other server applications, the groupware connector should be well-protected against
external access in order to maintain corporate security on an acceptable level. The security
configuration recommendations for the groupware connectors are similar to recommendations for
other server-side software.
The groupware connector requires comprehensive authorizations for the special administrative account
in the groupware server, allowing read/write/delete access to user mailboxes.
16
Due to requirements for the server software to be run as a service, the administrative account
name and password must be stored on the connector host in a file. To protect user/password
information on the host computer, the host should be located in a locked room with
monitored access. Keep the rights for login to the system to a minimum.
The administrator can change the attributes of config.xml, and mwpayload.wsdl files
to Hidden, for better file protection (Microsoft Exchange connector only).
Do not use the word "admin" as the administrator account name. Use a name that does not
imply authorizations.
The administrator password must satisfy a stringent password policy, with regard to length and
content. It should be changed regularly.
Replace the Everyone group with a restricted number of users on the server's file shares.
Never assign the Everyone group access to a file share on the connector host.
Shutdown services are not necessary.
Make sure that terminal services, Internet information services, and remote access services
are disabled on the server. It is often convenient to enable terminal services to allow remote
control functions for the help desk or administering servers, but you must make sure that it is
properly configured.
Enable auditing. The most basic form of intrusion detection for Windows is to enable
auditing. This will alert you in case of changes to the account policies, attempted password
attacks and unauthorized file access
August 2015
4 Preparation
Groupware server should be prepared before configuring the Connector and Proxies.
Details of the CRM system is necessary, these parameters should be kept ready before
configuring the Connector and Proxies.
Installation of Connector and Proxies should be complete. Refer to the SAP Groupware Connector
7.0 Installation Guide in the SAP Service Marketplace under service.sap.com/crm-inst.
SAP Notes that are relevant for the SAP groupware 7.0 release are as follows. Implement these
Notes to work with groupware connector 7.0:
2082496
1880129
1885752
SAP Groupware Connector 7.0 SP02 - Release Information Note

Groupware connector fixes
Groupware multiple connector support
For information about CRM customizing, see the SAP Library for SAP Customer Relationship
Management in the SAP Help Portal at http://help.sap.com/crm-core <choose a
release> Application Help <choose a language> Data Exchange and Mobile Technologies
Groupware Integration Server-Based Groupware Integration.
August 2015
17
4.1 CRM parameters

This section describes how to find the parameters required for configuring the connection to the
groupware adapter.
The connection between the groupware connector and the SAP CRM system is established via
Web services in SOAP protocol. The connector supports the following options:
SOAP Runtime Handler for RFC (available for Lotus Domino and Microsoft Exchange).
This is the recommended connection method and is available as of connector version 5.0 and
supported for SAP CRM 2007 and above.
SOAP HTTP Handler for RFC (available only for Microsoft Exchange).
4.1.1 SOAP Runtime Handler for RFC

To activate and configure the necessary Web services, do the following (see SAP Note 1595564):
1.
2.
3.
4.
5.
6.
7.
8.
In SAP CRM, call transaction SE80.

Select the package CMW_MAPBOX_FW.
Expand the folder Enterprise Services Service Provider.
Double click on the service provider INTSYNC_PAYLOAD_IF.
Click Edit and add the short description Webservices for Groupware Integration.
Save and activate your changes.
In SAP CRM, call transaction SOAMANAGER.
SAP CRM 7.0 and lower releases: Click the Single Service Administration link.
From SAP enhancement package 1 for CRM 7.0 onwards: Click the Web Service
Configuration link.
18
August 2015
9. Search for the service INTSYNC_PAYLOAD_IF.
10. Create the end points S_LEVEL_1, S_LEVEL _2 and S_LEVEL_3 for the service
INTSYNC_PAYLOAD_IF.
The service name is case-sensitive and should be created as shown below:
Once you have created the end points, they are displayed as follows:
August 2015
19
11. Make settings for S_LEVEL_1 as shown below:
20
August 2015
August 2015
21
14. Go to the Overview tab page and select the required end point in the Select Binding field.
15. Select the link Open WSDL document for selected binding or service to generate the wsdl file.
16. Go to last section of this file and, as the required end point/binding, use the value of the CRM
URL from the tag soap:address location.
For the Lotus Domino connector, you also need to save this wsdl file. After installation,
copy this file to the Connector folder of the installation directory and rename it to
GWNewWebService.wsdl. An empty file with the same name exists in the Connector folder
and can be replaced by this file.
4.1.2 SOAP HTTP Handler for RFC

Determine the HTTP/HTTPS URL of the SOAP Listener
Find the host name and port for the HTTP/HTTPS server as follows:
1. In SAP CRM, call transaction SMICM and choose Goto Services.
2. Note the values for Host Name and Service Name/Port for the HTTP/HTTPS protocol, as
shown below. This forms part of the URL as follows (depending on the protocol that you want
to use):
http://[Host Name]:[Service Name/Port]
Or
https://[Host Name]:[Service Name/Port]
Determine the Relative Path of the SOAP Listener

1. In SAP CRM, call transaction SICF and choose Execute.
2. Expand the tree to locate the SOAP node (usually found under default_host sap bc
soap rfc).
The path below the default_host node (sap/bc/soap/rfc) forms the rest of the URL address,
resulting in a URL with the following format (depending on the protocol that you want to use):
http://[Host Name]:[Service Name/Port]/sap/bc/soap/rfc
or
https://[Host Name]:[Service Name/Port]/sap/bc/soap/rfc
22
August 2015
You obtain the user name, password, client and language of the SAP CRM system from the
system administrator.
August 2015
23
Optional: Select SSL for HTTPS Protocol

1. Access transaction SICF (Maintain Services), ensure that SERVICE is entered in the Hierarchy
Type field, and click Execute.
2. Expand the node default_hostsap bc soaprfc.
3. Double-click on rfc.
The Create/Change a Service screen appears.
4. Go to the tab page Logon Data and click Change.
5. In the section Security Requirements, select SSL.
6. Save and click Back.
24
August 2015
4.2 Preparation for Microsoft Exchange

Connector
4.2.1 Preparing Administrative Account
The groupware connector for Microsoft Exchange Server requires an administrative account, SAP
Groupware Admin, with following access permissions:
Groupware Administrator account must be assigned Exchange Impersonation rights.
Each user (mailbox) to be synchronized must be assigned to the role Groupware Employee in
the CRM system.
Read/write access for the public folder that stores the public contacts.
The administrative account which is used as the logon information for the groupware connectors
Windows service (see the Log On tab in service properties) need not be SAP Groupware Admin
account.
You must run the installation routine using the administrative user account that will be used
for running the groupware connector service. For the installation, the user account must belong
to the local administrators group. The mailbox alias used in the installation settings must
correspond to the same user.
To create a new account to be used as the administrative account for the groupware connector,
follow the steps below. If you want to use an existing account, use the steps below as a reference
to ensure that the correct settings are made.
August 2015
25
4.2.1.1 Microsoft Exchange 2010

1. In Active Directory Users and Computers, create a user without a mailbox.
2. Enter details for the user:
3. In the Exchange Management Console, create mailboxes and connect users to them. Note
that mailboxes created in the Exchange Management Console have a proper SMTP address.
Mailboxes created in Active Directory Users and Computers, however, have a blank primary email address (the account cannot send and receive e-mail).
26
August 2015
a.
b.
c.
Expand Recipient Configuration.

Right-click on the Mailbox container, and choose Enable Mailbox.
In the Exchange Mailbox wizard, choose Select, select a user, and choose Finish.
August 2015
27
4.2.1.2 Microsoft Exchange 2013

1. In Active Directory Users and Computers, create a user without a mailbox.
2. Enter details for the user:
3. Open Exchange Admin Center 2013 via the web console and logon with the administrator
user.
28
August 2015
4. Create new mailboxes:
5. Enter the correct details of the new user mailbox. Note that the created mailboxes have a
proper SMTP address.
August 2015
29
30
August 2015
4.2.1.3 Microsoft Exchange Online (Office 365)

1. Logon to Microsoft online portal. In the admin dashboard, click on Add users, reset passwords
and more under users & groups.
2. Click on the + sign to add a new user.
3. Enter the user details and click on Next.
August 2015
31
4. Click on Yes to provide Administrator permissions and assign appropriate roles for the user.
32
August 2015
4.2.2 Set up Exchange Impersonation

Exchange Impersonation enables a caller to impersonate a given user account. This enables the
caller to perform operations by using the permissions that are associated with the impersonated
account, instead of the permissions that are associated with the caller's account. It is inherently
designed for one-to-many mailbox access, which means that there is less configuration complexity
and overhead for managing new users that need to be added to the application scope. An
administrator is able to configure impersonation on behalf of a service account, and grant that
service account impersonation rights over many mailboxes. Individual users cannot manage who
does or does not have impersonation rights over their mailboxes.
For the Office 365 landscape, impersonation rights should be provided as mentioned in the
Microsoft documentation at
http://msdn.microsoft.com/en-us/library/exchange/gg194012(v=exchg.140).aspx
4.2.2.1 Microsoft Exchange 2010 and 2013

You can use the New-ManagementRoleAssignment Exchange Management Shell cmdlet to
assign the ApplicationImpersonation role to users in the organization.
When you assign the ApplicationImpersonation role, use the following parameters of the NewManagementRoleAssignment cmdlet:
Name The friendly name of the role assignment. Each time you assign a role, an entry is
made in the RBAC roles list. You can verify role assignments by using the GetManagementRoleAssignment cmdlet.
Role The RBAC role to assign. When you set up Exchange Impersonation, you assign
the ApplicationImpersonation role.
User The impersonating identity.
CustomRecipientScope The scope of users that the impersonating user can impersonate.
The impersonating user will only be allowed to impersonate other users within a specified
scope. If no scope is specified, the user is granted the ApplicationImpersonation role over all
users in an organization. You can create custom management scopes using the NewManagementScope cmdlet.
The following prerequisites are required to configure Exchange Impersonation:
Administrative credentials for the computer that is running Exchange 2010 that has the Client
Access server role installed.
Domain Administrator credentials, or other credentials with the permission to create and
assign roles and scopes.
Remote PowerShell installed on the computer from which you will run the commands.
To configure Exchange Impersonation for all users in an organization:
1. Open the Exchange Management Shell.
2. Run the New-ManagementRoleAssignment cmdlet to add the permission to impersonate to
the specified user. The following example shows how to configure Exchange Impersonation to
enable a service account to impersonate all other users in an organization:
New-ManagementRoleAssignment Name:impersonationAssignmentName
Role:ApplicationImpersonation User:serviceAccount
To configure Exchange Impersonation for specific users or groups of users:
1. Open the Exchange Management Shell.
2. Run the New-ManagementScope cmdlet to create a scope to which the impersonation role
August 2015
33
can be assigned. If an existing scope is available, you can skip this step. The following
example shows how to create a management scope for a specific group:
New-ManagementScope Name:scopeName RecipientRestrictionFilter:recipientFilter
3. Run the New-ManagementRoleAssignment cmdlet to add the permission to impersonate the
members of the specified scope. The following example shows how to configure Exchange
Impersonation to enable a service account to impersonate all users in a scope:
New-ManagementRoleAssignment Name:impersonationAssignmentName
Role:ApplicationImpersonation User:serviceAccount CustomRecipientWriteScope:scopeName
This feature offers access to groupware user mailboxes with minimal configuration by the
Exchange administrator.
For more information about configuring Exchange Impersonation, see
http://msdn.microsoft.com/en-us/library/exchange/bb204095(v=exchg.140).aspx
34
August 2015
4.2.3 Set up Exchange Auto Discover Service

This section is not applicable in an Office 365 landscape.
The Auto Discover Service (SOAP) provides a mechanism that allows you to automatically
configure Exchange 2010 client applications to access the Client Access server by using SOAP as
the messaging framework for messages sent between the client application and the Exchange
server.
If you do not configure the external URL values, the Autodiscover service information provided to
the Microsoft Office Outlook 2007 or Outlook 2010 clients may be incorrect for users who are
connecting from outside your network. They may be able to connect to their Exchange mailbox.
However, they won't be able to use Exchange features such as Automatic Replies, the Availability
service, Unified Messaging, or offline address book downloads.
Generally, the internal URL is configured by Exchange Setup. However, the external URLs must
be configured by using the virtual directory cmdlet for each component.
In the following cmdlet, CASServerFullName should be replaced with the Client access server
instance fully qualified name.
Get-AutodiscoverVirtualDirectory -server CASServerFullName | SetAutodiscoverVirtualDirectory -ExternalUrl
'https://CASServerFullName/Autodiscover/Autodiscover.xml' -InternalUrl
'https://CASServerFullName /Autodiscover/Autodiscover.xml'
Test the Auto Discover Connectivity

This example tests that the Outlook provider settings for the Autodiscover service are configured
correctly on the Client Access server CASServer01.
Test-OutlookWebServices -ClientAccessServer "CASServer01"
For more information about the Autodiscover Service, see http://technet.microsoft.com/enus/library/bb124251.aspx
August 2015
35
4.2.4 Set up Exchange Public Folder Permissions

This section is optional but required if your organization wants to synchronize the public contacts
from Exchange.
You can configure public folder permissions for administrators or for users of client programs such
as Microsoft Outlook. Public folder permissions consist of various access rights that specify the
level of control that a client user or administrator has over a public folder or public folder hierarchy.

There are two methods by which a user is granted the permissions to administer public folders:
Public Folder Management role group:

Adding the user to the Public Folder Management role group is similar to assigning the Public
Folder Administrator role in Exchange 2007. It grants the user all of the permissions necessary
for managing public folders. Run the following cmdlet using the Exchange management shell.
This example adds TestUser to the Public Folder Management role group:
Add-RoleGroupMember -Identity "Public Folder Management" -Member TestUser
PublicFolderAdminstrativePermission cmdlet set:

Using these cmdlets is more granular and gives you the ability to specify the scope for the user
in the organization by modifying the database's access control lists (ACLs).
Adding permissions to a specific folder also requires that the user has the correct Role Based
Access Control (RBAC) permissions assigned so that they can access the public folder
cmdlets.
This example adds AllExtendedRights permissions for TestUser to access the public folder
Marketing and all of the public folders under it.
Add-PublicFolderAdministrativePermission -Identity "\Marketing" -User "TestUser" -AccessRights

AllExtendedRights -InheritanceType SelfAndChildren
For more information on public folders, see http://technet.microsoft.com/enus/library/ee633461(v=exchg.141).aspx
4.2.4.2 Microsoft Exchange Online (Office 365)

The Public folder can be configured via the Outlook client. The Public folder should be of type
Contact. You can use Exchange Control Panel (ECP) to provide permissions for an administrative
user on this Public folder.
4.2.5 Installing Microsoft Outlook

Microsoft Exchange 2010 and 2013 can be configured to work with Microsoft Outlook 2007, 2010,
and 2013. Outlook can be installed on the machine where groupware connector is installed.
36
August 2015
4.2.6 Preparing a Public Folder for Storing SAP

CRM Contacts
This section is optional if you do not want to synchronize contacts.
This section describes how to configure the public folder for storing public contacts. Any public
folder that conforms to the following requirements can be used to store public contacts:
The folder is for Contact Items.
Read/write permissions are granted to the groupware connector administrative account.

During installation of Microsoft Exchange 2010, select the option Yes under Client Settings. This
ensures that Microsoft Exchange 2010 creates a public folder, which is required by the connector.
For information about creating public folders in Microsoft Exchange 2010 and 2013, refer to the
documentation in the Microsoft Developer Network.
4.2.7 Using the Contacts Folder as the Address

Book in Microsoft Outlook
You can use the Contacts folder on the Microsoft Exchange Server as a part of the address book
in Microsoft Outlook. For more information, see the Microsoft Outlook Help.
The Microsoft Outlook address book is a configuration on the client. You must configure it
on every client computer.
You register a public folder in the Microsoft Outlook address book as follows:
1. To enable the service, add a Microsoft Outlook address book to the user profile:
a. In the Tools menu, select E-mail accounts.
b. Select View or change existing directories and address books and click Next.
c. Ensure that Outlook Address Book is listed. If is not, click Add and select Addition Address
Books. Click Next and select Outlook Address Book.
d. Restart Microsoft Outlook.
2. Set up the Contacts folder to be displayed in the Address Book dialog box:
a. If the Folder List is not visible, choose Go and then Folder List.
b. In the Folder List, right-click on the contacts folder that you want to display in the Address
Book dialog box and select Properties.
c. Go to the Outlook Address Book tab.
d. Select the Show this folder as an e-mail Address Book checkbox.
e. Enter the name for the contacts folder that you want to appear under Show names in the
Address Book dialog box.
A contact item must have an entry in the e-mail field or the fax phone number field
to appear in the Outlook Address Book.
August 2015
37
4.3 Preparation for Lotus Domino Connector

4.3.1 Preparing an Administrative Account
Before starting the groupware connector Installation Wizard, you must set up an administrative
account.
To create a new account as the administrative account for the groupware connector, follow the
steps below. If you want to use an existing account, use the steps below as a reference to ensure
that the correct settings are made.
Refer to the Help documentation for Lotus Domino Administrator for more information on
setting up Lotus Notes users.
1.
2.
3.
4.
Start Lotus Domino Administrator and navigate to the People & Groups tab.
Expand the public address book, right-click on People, and select Register Person...
Select the Advanced checkbox.
Enter the user information and click Password Optionsto set the password as an Internet
password.
5. Click Done and then click Register.
6. Grant access permission to the administrative account in all relevant mailboxes. To do so all
Lotus Notes users need to add the account for the groupware connector into the access
control list (ACL) of their database, as follows:
a.
Start the Lotus Notes client.
b.
Right-click on the database and select Database Access Control.
c.
In the Access drop-down list, select Editor access level as a minimum. Make sure that
the Delete documents checkbox is selected.
38
August 2015
In Lotus Domino it is possible for the administrator to grant access permissions for multiple
databases simultaneously.
editing entries in multiple ACLs.
This operation requires the following access privileges: Full access administrators,
Administrator, Database administrator.
restricting administrator access.
The installation of the groupware connector for Lotus Domino includes the custom
ACLRights utility for batch assignment of database access permissions.
For more information, see the SAP Groupware Connector Administration Guide (section
Batch-Assigning Access Rights for Lotus Domino Connector) at service.sap.com/crminst.
4.3.2 Preparing the Database for Storing CRM

Contacts
The groupware connector for Lotus Domino replicates public contacts into a dedicated database.
You must perform the following steps to prepare the database:
1. Create the database using the personal address book template.
2. Register the database in the public address book.
3. Determine the SMTP address of the database to be used when configuring the target for
public contacts during the setup routine.
Create a New Database and Grant Access for the Administrative

Account
1. Start Lotus Domino Administrator.
2. Choose File Database New
3. Provide the necessary information in the pop-up.
August 2015
39
Do not use file names that are not longer than the 8.3 filename convention unless the
operating system on which the Lotus Domino server runs supports longer file names.
Do not select the option Inherit future design changes.
4. Grant access permission to the database for the administrative account for the groupware
connector, as follows:
a. Go to the Files tab.
b. Right-click on the newly-created database and choose Access Control Manage
c. Add the administrative account of the groupware connector to the Access Control List,
select Person as the User type and choose Designer as the Access authorization. Make
sure the Delete documents option is checked.
d. Assign Reader access for the Default user and all other users of the type Person that are
displayed in the Access Control List. Check that Read public documents is the only option
enabled for the users.
40
August 2015
The groupware connector must have rights to add, change, and delete contacts in the
contacts database. The connector must have the permission to change some elements of
the design, such as the prefix and the suffix of the contact name. Designer access rights
permit these actions.
August 2015
41
Register the Database in the Public Address Book

1. Start the Lotus Domino Administrator.
2. Go to the People & Groups tab, expand the address book and select Mail-In Database &
Resources.
3. Click Add Mail-In Database in the right-hand pane.

4. On the Basics tab enter the Mail-in name, Domain, Server, File name, and Internet Address.
Determine the SMTP Address of the Database

To obtain the SMTP address of the database you must form a string from the name and domain as
follows: <name>@<domain>.
By default, the name part of the SMTP address is the value that you entered in the Mail-in name field
when registering the database in the public address book. To obtain the domain part, refer to the
global domain document.
To create and register the global domain document, do the following:
1. Select the Configuration tab.
2. Expand the Messaging group.
3. Select Domains.
4. Click on Add Domain and specify the details (select the domain type Global Domain).
42
August 2015
The newly-created global domain is displayed as follows:
5. For the replication of private contacts, enable synchronization of personal contacts into the mail
file of the users.
4.3.3 Installing Lotus Notes Client

The groupware connector for Lotus Domino uses an API provided by the Lotus Notes client to access
the Lotus Domino server. When installing the Lotus Notes client, make sure that it uses the
administrative account of the groupware connector.
August 2015
43
4.4 Upgrade to 7.0 SP XX Connector from a

Lower Version/SP
The upgrade option is not available in the groupware connector installer, you will have
to uninstall the previous version/SP of groupware connector and install the latest SP of 7.0
groupware connector.
If groupware server is migrated from Domino to Exchange, make sure that the users mailbox
is migrated correctly and the custom properties and values of the appointments, tasks, and
contacts are retained after migration.
Every synced activity or contact will have a unique BDoc ID representing the object in CRM and will
have an UID representing the object in the groupware server. These IDs are required to determine
whether the object is new or already synced.
Steps to be followed when you are upgrading to 7.0 Connector from a lower version:
Refer to the SAP Groupware Connector 7.0 Installation Guide in the SAP Service
Marketplace under service.sap.com/crm-inst.to install the latest SP of Connector 7.0.
Configure the connector and proxy instances using the AdminTool as described in 5
Configuration Parameters in Administrative Tool.
In the AdminTool, follow the steps below to configure the proxies such that the replication is
done for the objects of any age:
o AdminTool.exe
o In Proxies/General select a proxy
o Click on Edit Proxy Configuration
o Under Replication/GroupwareCRM, choose the of any age option from the
dropdown lists for all of the fields under Replicate Changes.
This setting can be changed to any desired level at a later date.

Keeping this setting at a lower value and changing it later will cause
inconsistencies.
Then start the connector and proxy services for data synchronization:
o In the groupware server migration from Domino to Exchange Server scenario,
previously synced items will have a BDoc ID mapped to the UID of the corresponding
item in Domino server. On synchronization, this item is fetched using the BDoc ID
and maps it with a new UID corresponding to that item in the Exchange server.
In the groupware server migration from Domino to Exchange scenario, if there were any items
deleted which were still not synced, those entries will not be deleted when the services are
started. Such items should be deleted again.
44
August 2015
5 Configuration Parameters in the

Administrative Tool
The configuration of the groupware connector and its proxies is predefined by SAP and can be
changed in the SAP groupware connector AdminTool. This tool updates configuration files with new
options and the groupware connector tracks the changes in these configuration files and updates the
behavior as required, during processing.
You access the tool by logging on to the groupware connector system using the administrative
account and starting the AdminTool.exe file, which can be found in the installation folder under
Connector.
You must right click on AdminTool.exe and select Run as Administrator to start it.
Depending on whether you use Microsoft Exchange or Lotus Domino, the tool offers slightly different
settings.
The following graphic shows the start page for the Microsoft Exchange connector:
The following graphic shows the start page for the Lotus Domino connector:
August 2015
45
Power User Mode

Some expert settings can only be accessed if power user mode is switched on. Select the Power
User Mode checkbox in the bottom left area of the window and choose Yes in the Confirm window.
46
August 2015
5.1 Groupware Configuration

5.1.1. Configuring Groupware Server Connection
Options for Microsoft Exchange
Groupware Configuration/General
You can change the server name, domain, user name, password and either the e-mail address of
the administrative account or the Exchange web service end point URL.
Page Area/Field
Explanation
Groupware Server
Specifies the name or IP address of the groupware server.

This option is not available for an Office 365 landscape.
Groupware Domain
Specifies the domain of the groupware server.
Mail server Version
Specifies the version of the Exchange server.
Use Windows
Default Credentials
Select this option if the access to the Exchange Server is to be

made via the Windows Default Credentials of the local
administrative account where the connector is installed. To use
this option, the local administrator account credentials must be
the same as the exchange web services administrative account.
SAP recommends that you use this option to avoid the
DPAPI encryption issues for remote proxies.
Name
Specifies the name of the Exchange service administrative account.
Password
Specifies the password of the Exchange administrative account.
Enable Auto
Discover
Select this option if you do not know the Exchange Web service
End Point URL.
This option is set as the default for an Office 365 landscape.
Email
August 2015
Provide the email address of the administrative account. This email

address will be used to determine the Exchange web service end
point URL.
47
Service End Point

URL
Specifies the Exchange Web Service End Point URL.
Auto Discover
Domain
Specifies the Auto Discover Domain. Microsoft recommends certain

ways for load balancing and one of it is to install the auto discover
service on a domain other than the Exchange.
(available from
Connector 7.0 SP 03
Patch 01)
For example: if the exchange domain is outlook.company.org, the

autodiscover domain may be autodiscover.company.org, in this
case you will have to enter https://autodiscover,company.org in this
field.
For more details, refer the following link
http://blogs.technet.com/b/exchange/archive/2014/03/05/loadbalancing-in-exchange-2013.aspx
Leave this field blank if the Exchange domain and the
Autodiscover domain are same.
You can use Test Connection button to check the connection to Microsoft Exchange Server with
the parameters you entered. If the connection succeeds, then the connection status will be
displayed as Connection OK, otherwise it will be displayed as Connection Failed
Groupware Configuration/MS Exchange Specific
This page provides the same functionality that is available on the Log On tab of Windows service
properties.
Page Area/Field
Explanation
Additional Internet
Domains
You can provide the list of additional organization domains in

addition to the domain account of the administrative account.
Folder for public

contacts
Specify the name of the public folder which is to be used

for public contact synchronization and this can be any
folder under public folder root directory.
To synchronize public contacts, the Exchange Service
administrative account must be assigned to the public
folder management role group.
48
August 2015
Service Authentication
You can find this information in the Windows service

properties: Start Run services.msc right click
on service Properties Log On tab.
If you want to change the Microsoft Exchange logon
information, you can make changes to the account
credentials here.
5.1.2 Configuring Groupware Server Connection

Options for Lotus Domino
Groupware Configuration/General
You can change the global domain, the administrative accounts password, and the e-mail
address of public contacts for groupware.
Page Area/Field
Explanation
Groupware Server
Specifies the name or IP address of the groupware server.
Lotus Domino Global Domain
The name of the global domain document in the Lotus Domino

public address book.
Administrative Account
Specifies an administrative account used by the connector to

access the groupware storage.
Default Recipient Mail-ID

(SMTP)
Specifies the default mail ID of the target for data messages.

This should be the mail-in database for storing public contacts.
August 2015
49
Groupware Configuration/Lotus Domino Specific
Page Area/Field
Explanation
Occurrences Per
Endless
Recurrence
Default number of occurrences for a recurring appointment

without a specified end date.
All-Day Events
Specifies the start and end time for all-day events replicated from
SAP CRM.
This setting is only supported if you are using SAP

Workforce Management.
SAP recommends that you set the start time and end time to
00:00.
Use Broadcast for
Sending Requests
If you select this option you do not get responses from attendees
upon sending meeting requests or updates.
If you do not select this option you get responses.
Create New Instead

Of Update
Determines how the groupware behaves when an update for a

meeting comes from SAP CRM.
If you do not select this option, existing items are updated. Only
the meeting time and location can be updated this way.
SAP recommends that you do not select this option.
If you select this option previous instances are deleted and new
ones are created in their place. Attendees receive a cancellation
and new invitation. All properties are regenerated.
Priority of
Miscellaneous
Fields
Gives the order of using miscellaneous fields available in the

contact form since Lotus Notes 8.0.
By default, a meeting request will be sent to invitees. Invitees have to accept it before the
meeting is entered in their calendar. To enable direct calendar entry in the attendee's calendar, use
the autoprocessing settings provided in Lotus Notes client or Domino server.
50
August 2015
5.2 Groupware Adapter Connection

CRM Adapter Connection/General
The connection between the groupware connector and the SAP CRM system is established
via web services in the SOAP protocol. You can modify the groupware adapter connection here.
You can use the Test button to validate your new parameters by attempting to connect to the selected
CRM server. The result of the connection attempt will be shown next to the Test button as
Connection OK or Connection Failed.
The connector supports the following options:
SOAP Runtime Handler for RFC (available for Lotus Domino and Microsoft Exchange)
This is the recommended connection method and is available as of connector version 5.0 and
supported for SAP CRM 2007 and above. For more information, see SAP Note 1595564.
SOAP HTTP Handler for RFC (available only for Microsoft Exchange).
CRM SOAP Processor: SOAP HTTP Handler for RFC

Not available for Lotus Domino connector 7.0
Page Area/Field
Explanation
URL
Specifies the HTTP URL to the SOAP processor of the

groupware adapter. Contact your SAP CRM administrator for
this information.
User, Password
Specifies the user name and password for connection to the

groupware adapter. Contact your SAP CRM administrator for
this information.
Client, Language
Specifies client options for connection to the groupware adapter.

Contact your SAP CRM administrator for this information.
SSL / HTTPS
Use SSL
If this option is selected, the connection takes place by
login/password using SSL.
Use Client Certificate
If this option is selected, the connection takes place using SSL
and client certificate created by your system administrator
(browse to locate the file in your local file system).
August 2015
51
CRM SOAP Processor: SOAP Runtime Handler for RFC (Recommended)

For Microsoft Exchange connector, the window looks as follows:
For Lotus Domino connector, the window looks as follows:
Page Area/Field
Explanation
URL
Specifies the HTTP URL to the SOAP processor of the groupware

adapter. Contact your SAP CRM administrator for this information.
See SAP Note 1595564.
User, Password
Specifies the user name and password for connection to the groupware
adapter. Contact your SAP CRM administrator for this information.
SSL / HTTPS
Use SSL
If this option is selected, the connection takes place by
login/password using SSL. You also must provide a certificate, as
described below in Further Steps to Set Up SSL.
Use Client Certificate
If this option is selected, the connection takes place using SSL and
the client certificate created by your system administrator (browse to
locate the file in your local file system).
52
August 2015
You can use Test button to check the connection to CRM Server with the parameters you
entered. If the connection succeeds, then the connection status is displayed as Connection OK,
otherwise it will be displayed as Connection Failed.
Further Steps to Set Up SSL

Export the SAP CRM server certificate and import it into the groupware connector system as follows:
Export Certificate from SAP CRM
1. Log on to the SAP CRM WebClient UI.
2. In the Web browser, click Security Report (to the right of the URL field) and choose View
certificates.
3. On the Details tab, click Copy to File
4. In the Certificate Export Wizard select DER encoded binary X.509 (.CER).
5. Browse to a location in the groupware connector system where you want to save the certificate
and click Next, then Finish.
Import Certificate into Groupware Connector System

1. Right-click on the certificate file and choose Install Certificate.
2. Select Place all certificates in the following store and select Trusted Root Certification Authorities.
For the Lotus Domino connector, you need an additional certificate, which you provide as follows:
Export Certificate from SAP CRM
1. Log on to the SAP CRM WebClient UI.
2. In the Web browser, click Security Report (to the right of the URL field) and choose View
certificates.
3. On the Certification Path tab, select the root node (certificate) in the Certificate path section.
4. Click View Certificate and go to the Details tab.
5. Click Copy to File
6. In the Certificate Export Wizard select DER encoded binary X.509 (.CER).
7. Browse to a location in the groupware connector system where you want to save the certificate
and click Next, then Finish.
Import Certificate into Groupware Connector System
1. Right-click on the certificate file and choose Install Certificate.
2. Select Place all certificates in the following store and select Trusted Root Certification Authorities.
Import Certificate into Java Runtime Environment
Import the certificate into the certificates file named cacerts which resides in the security properties
directory java.home/lib/security (java.home is the directory of the Java runtime
environment. You do this as follows:
1. Use the command prompt to browse to the bin folder of the Java runtime environment directory.
2. Enter the following command:
C:\Program Files\Java\jre6\bin>keytool -importcert -trustcacerts keystore "C:\Program Files\Java\jre6\lib\security\cacerts" -file
"<certificate file with path>" -alias "<alias>"
3. Copy the wsdl file generated after applying the SAP Note 1595564 to the Connector folder and
rename it as GWNewWebService.wsdl. An empty file with the same name exists in the
Connector folder and can be replaced by this file.
August 2015
53
CRM Adapter Configuration/Advanced

For Microsoft Exchange Connector, the window looks as follows:
Page Area/Field
Explanation
Connector ID
If the connector is in a multi-connector landscape (many connectors

mapped to a single CRM system), specify a connector name that is
available in the table GWAFILTAB.
Connector names (SITE_ID) and their filter conditions (FIELD,
SIGN, OPT, LOW) are maintained in the GWAFILTAB table.
Connectors can be different from each other based on any field from
address table ADRC. Data is replicated to each connector based on
the filter conditions maintained in the table GWAFILTAB, where the
filter conditions are applied by organizer of task/appointment or on
the business partner in case of public contacts.
Maintaining the table GWAFILTAB with appropriate filter conditions
and specifying the Connector ID (value for SITE_ID in GWAFILTAB)
here in the AdminTool will enable the multi connector behavior.
If there are no entries in the table GWAFILTAB and no connector
name is specified here in the AdminTool then it is a single connector
scenario (only one connector is mapped to one CRM system).
Do not remove
Users from User
list upon Network
Failure
54
In a multi connector scenario the request for Userlist.xml,

Applist.xml will not be triggered from groupware
connector but will be done via the REQUEST_USERLIST
report, which will extract the users to the appropriate
connectors (based on a filter in GWAFILTAB). For the report,
refer to SAP Note 1885752.
While performing an initial load of BUPA_MAIN from CRM to
the GWA_01 site, set the block size to 1 in transaction R3AC1.
In multiple connector scenarios the data has to be distributed
by applying the filter condition for each record.
Select this option if you do not want to remove a user from the user
list when the network fails to connect to the users mailbox.
August 2015
Never Delete
Users from user list
Select this option if you do not want the invalid user entries to be
automatically removed from the user list file.
Update Groupware
users master
category list
Select this option if you want to update the master category list of the
users present in the user list with the categories present in the
Catslist.xml file.
For Lotus Domino Connector, the window looks as follows:
Page Area/Field
Explanation
Connector ID
If the connector is in a multi-connector landscape (many connectors

mapped to a single CRM system), specify a connector name that is
available in the table GWAFILTAB.
Connector names (SITE_ID) and their filter conditions (FIELD,
SIGN, OPT, LOW) are maintained in the GWAFILTAB table.
Connectors can be different from each other based on any field from
address table ADRC. Data is replicated to each connector based on
the filter conditions maintained in the table GWAFILTAB, where the
filter conditions are applied by organizer of task/appointment or by
the business partner in case of public contacts.
Maintaining the table GWAFILTAB with appropriate filter conditions
and specifying the Connector ID (value for SITE_ID in GWAFILTAB)
here in the AdminTool, will enable the multi connector behavior.
If there are no entries in the table GWAFILTAB and no connector
name is specified in the AdminTool, then it is a single connector
scenario (only one connector is mapped to one CRM system).
August 2015
In a multi connector scenario, the request for

Userlist.xml, and Applist.xml will not be triggered
from groupware connector but will be done via the
REQUEST_USERLIST report which will extract the users to
the appropriate connectors (based on a filter in GWAFILTAB).
For the report, refer to SAP Note 1885752.
While performing an initial load of BUPA_MAIN from CRM to
the GWA_01 site, set the block size to 1 in transaction R3AC1.
In multiple connector scenarios the data must be distributed
by applying the filter condition for each record.
55
Dump Xmls To
(only available in
power user mode)
Select this option if you want all incoming and outgoing queues from
and to the CRM Middleware to be logged in XML files. One XML file
is created per item.
Specify the folder name where the XML files will be saved. The
standard folder is XmlDump which is located in the installation folder
under Connector.
Huge number of XMLs is generated during data
synchronization; SAP recommends that you do not select this
option.
56
August 2015
5.3 Queue (User) Maintenance

Queue (User) Maintenance/Lock Options
You can only change the settings if power user mode is enabled.
Page Area/Field
Explanation
Lock Timings For Failed

Queues
Messages must be processed in strict order as they come into the

queue for a user (the second message cannot be processed until
the first one has been processed). If processing errors occur, the
queue is locked for the time intervals, in seconds that are
specified here.
If you enter 60, 1200, 3600, or 86400 the first attempt to
process messages again after an error takes place after 60
seconds. If the error still occurs, the next attempt is taken after
1200 seconds, and so on. When the last attempt has taken
place, the queue will be locked.
Queue Errors Processing
Some errors can be ignored when processing data messages.

Error information can be logged without the queue being locked.
Regardless of which options you choose, error messages are
written to the error and trace logs that are available in the logs
folder under the installation folder under Connector.
Ignore Required Fields
If you select this option, incorrect XML messages coming from
SAP CRM are skipped automatically and the user queue is not
locked. Incorrect messages (for example, where required fields
are not filled) are lost.
Ignore All Errors
If you select this option, any kind of error during processing of
messages in the direction SAP CRM to groupware is ignored.
Ignore Internal Errors
If you select this option, any kind of error during generation of
messages for sending from groupware to SAP CRM will be
ignored.
August 2015
57
Queue (User) Maintenance/Current Locks
The groupware connector locks the users data queues in case an error occurs during processing. You
can check for currently locked queues here.
Select a queue and click Explain to get an explanation of the error case by its code and get short
problem resolution guidelines.
Double -click the entry to get extended information about the error condition:
58
August 2015
To unlock a queue (or multiple queues) select the queue(s) and do one of the following:
If the queue-lock error is resolved, click Unlock to unlock the queue

If the queue-lock problem cannot be resolved and you want to skip the first erroneous message,
click Unlock & Accept.
The queue is unlocked and the first message in the queue is forcibly accepted.
Information about queue locks is automatically reset when the connector is restarted.
August 2015
59
5.4 Performance
Performance/General
In power user mode, you have the option to make settings related to the performance of the groupware
connector; however, SAP recommends that you do not change the default settings.
Page Area/Field
Explanation
Notify Queue Interval (sec)
The groupware connector queries the groupware adapter

for the list of queues filled with data. This option specifies
the interval, in seconds, between recurrent calls when there
are no filled queues.
Notify Queue Retry Interval

(sec)
A notify queue call to pick up messages from the queue can

fail, for example, due to network problems, or if the
groupware adapter is not available.
You can specify the interval before the next notify queue
call in case of failure.
Maximal Number Of
Messages Per Cycle
Specifies the maximum number of messages to be

processed for a queue for each complete logon session
between SAP CRM and groupware.
Number Of Inbound
Workers
Specifies the number of simultaneous inbound worker

threads in the groupware connector. Each worker thread
can process one user queue at any time.
More threads provide better performance but put more
load on the groupware connector system, network, and
groupware adapter.
If you want to increase the number of threads, make sure
your hardware supports this.
Maximum memory usage

value (in MB)
(available from Connector
7.0 SP 03 Patch 02)
Specifies the maximum memory allocated (in MB) for the

connector service.
Groupware Connector service will be restarted once this
threshold is reached.
Default value is 500 MB. You can configure this value as
per your requirements.
60
August 2015
5.5 Logging
Logging/General
Page Area/Field
Explanation
Enable Groupware
Connector Logs
Select this option if you want information with respect to

the synchronization to be logged into the log files.
Log Directory
If you enable the Connector Logs, you can choose the

directory where the Log files will be generated.
Basic Log Enable Settings
The groupware connector supports the following types of

log files:
Error file This file will have information about errors

that have occurred.
EWS Trace file This file will have information about
communication between the Connector and the
Exchange web service.
Crash Trace file If there are any crash errors, the
same will be logged into this file.
Connector Trace file This will have information with
respect to the working of the Connector service
(communication with CRM and with the proxy
services).
Visible Messages Severity
Information is logged to the trace file depending on the

severity level that you specify. Lower severity values can
be used to reduce the size of the trace file, higher severity
values are used to get very detailed information about the
errors. This option is available for Trace log and EWS trace
log.
Dump Middleware Failure

Messages
The groupware connector sends information about errors to

the groupware adapter. Such failure messages can be
logged to the local disk before being sent to the groupware
adapter.
August 2015
61
Dump Middleware Xmls
Select this option if you want all the incoming and outgoing
queues from and to the CRM Middleware to be logged in
XML files. One XML file is created per item.
synchronization; SAP recommends that you do not select
this option.
Dump EWS Soap Xmls
Select this option if you want all the requests being sent via
Exchange web services to the Exchange server and the
corresponding responses from the Exchange server to be
logged in XML files.
synchronization; SAP recommends that you do not select
this option.
Page Area/Field
Explanation
Log files
The groupware connector supports the following types of

log files:
Log file
Error file
Trace file
If you enable any of these files, you can choose a location

for the files to be stored.
Visible Messages Severity
Information is logged to the trace file depending on the

severity level that you specify. Lower severity values can
be used to reduce the size of the trace file, higher severity
values are used to get very detailed information about the
errors.
Dump Failure Messages To
The groupware connector sends information about errors to

the groupware adapter. Such failure messages can be
logged to the local disk before being sent to the groupware
adapter.
62
August 2015
Logging / Limits
Page Area/Field
Explanation
Connector Log
History Limits
If the Delete Connector Logs checkbox is checked then the

groupware connector will automatically delete old log files according
to the specified number of days in the Delete Log Folders after
setting.
August 2015
63
Page Area/Field
Explanation
History Limits
The groupware connector can automatically delete

obsolete log files according to the specified maximum age
for each type of log file:
Split Trace File By

Fragments Of
64
Log file
Error file
Error dumps
Trace file
The trace file can become very large, depending on the

severity level set in the General settings. You can limit the
maximum size of the trace file to the specified number of
Megabytes.
August 2015
5.6 Proxies
Proxies/General
For Microsoft Exchange, the window looks as follows:
For Lotus Domino, the window looks as follows:
Page Area/Field
Explanation
Proxy ID
ID of the proxy as provided by the administrator.
Host
The name of the system on which the proxy instance is running.
Servers
For Microsoft Exchange: The server to which the proxy is

connected.
For Lotus Domino: Nothing is displayed.
August 2015
65
You can do the following in this window:

Task
Action
Register new proxy

instance
Click the Add New Proxy button on the toolbar and provide its
property in the popup. See the section below for details on proxy
configuration.
View or modify custom

options of the proxy
instance
Double-click the proxy or select the row and click the Edit Proxy
Configuration button on the toolbar.
Unregister a proxy
Select the proxy and click the Delete Selected Proxy button on
the toolbar.
View or modify default

options for all proxy
instances
Click the Edit Default Configuration button on the toolbar.
Mark the proxy

instance as default
Select the proxy and click the Set Proxy as Default button on the
toolbar.
Proxies/Monitoring
This window provides current state information and gives information about performance of all
proxies, such as memory consumption and CPU usage, of all the proxies.
You can do the following in this window:
Task
Action
View or modify options

of the proxy instance
Double-click the proxy or select the row and click the Edit Proxy
Configuration button on the toolbar.
Change the period

that the average
performance values
are collected for
Select the requested period from the drop-down list.
66
August 2015
Page Area/Field
Explanation
Status Icon
Green means proxy is running; red means proxy is not running.
%CPU
Load taken by the proxy process on the host computer.
Memory
Memory usage in kilobytes taken by the proxy process on the

host computer.
Mhp-In
Average inbound (SAP CRM groupware) processing

performance, measured in messages per hour.
Mhp-Out
Average outbound (groupware SAP CRM) processing

performance, measured in messages per hour.
Scan
Time in seconds taken by a logon session to scan all mailboxes

listed in the UserList.xml file.
August 2015
67
5.7 Configuring Proxies

The following windows appear when double-clicking on a proxy instance in the Proxy / General or
Proxy / Monitoring windows described in section 5.6 Proxies.
Proxy/Groupware Configuration/General
This window provides information about proxy registration options. The same information is listed
on the Proxy / General window.
Microsoft Exchange
Page Area/Field
Explanation
Proxy ID
Proxy Host
Use Proxy System

Credentials
Select this option if the access to the Exchange Server is to be

made via the Windows Default Credentials of the local
administrative account where the proxy is installed. To use this
option, the local administrator account credentials must be
same as exchange web services administrative account.
SAP recommends that you use this option to avoid the
DPAPI encryption issues for remote proxies.
Name
Specify the name of the Exchange service administrative account.
Password
Specifies the password of the Exchange administrative account.
Primary Groupware
Server / Additional
Groupware Servers
The server(s) to which the proxy is connected.

A Groupware Server can be maintained as a Primary /
Additional Groupware Server only in one Proxy instance.
Mail server Version
Specifies the version of the Exchange server.
Lotus Domino
68
August 2015
Page Area/Field
Explanation
Proxy ID
Proxy Host
Name
This option is disabled in Lotus landscape.
Password
The password of the Lotus Notes client that is installed on the

same machine as the groupware proxy.
Primary Groupware
Server
The server to which the proxy is connected.
Lotus Domino Global

Domain
The name of the global domain of the Lotus Domino server.
August 2015
69
Proxy/Groupware Configuration/Advanced
This window is available only for Microsoft Exchange proxy.
You can use the Test Connection button to validate your new parameters by attempting to connect to
the selected server. The result of the connection attempt will be shown next to the Test Connection
button as Connection OK or Connection Failed.
Page Area/Field
Explanation
Groupware Domain
Specifies the domain of the groupware server.
Enable Auto Discover
Select this option if you do not know the Exchange Web

service End Point URL.
This option is set as the default for an Office 365
landscape.
Email
Provide the email address of the administrative account. This

email address will be used to determine the Exchange web
service end point URL.
Service End Point URL
Specifies the Exchange Web Service End Point URL.

Auto Discover Domain

(available from
Connector 7.0 SP 03
Patch 02)
Specifies the Auto Discover Domain. Microsoft recommends

certain ways for load balancing and one of it is to install the
auto discover service on a domain other than the Exchange.
For example: if the exchange domain is outlook.company.org,
the autodiscover domain may be autodiscover.company.org, in
this case you will have to enter
https://autodiscover,company.org in this field.
For more details, refer the following link
http://blogs.technet.com/b/exchange/archive/2014/03/05/loadbalancing-in-exchange-2013.aspx
Leave this field blank if the Exchange domain and the
Autodiscover domain are same.
70
August 2015
Instance Configuration/Performance/General
You can only change the settings if power user mode is enabled. You can then select the
Custom checkbox to edit the settings.
Page Area/Field
Explanation
BDOC Map
Maximal Size
The groupware connector caches the mapping between SAP CRM

message ID (BDOC-ID) and the corresponding groupware messages ID
(GW-ID).
This cache is required in case of performance issues when the SAP
groupware adapter is not able to provide the GW-ID.
SAP recommends a setting of about 10000 entries.
Count of Active
Workers
Outbound
The number of simultaneous threads scanning for changes in users
mailboxes/databases. Each worker thread can process one user
queue at any time.
More threads provide better performance but put more load on the
groupware connector system, network, and groupware adapter.
Outbound worker threads run all the time unless scheduled outbound
replication is selected (see the section Replication/Schedule below).
Auto-acceptor (Microsoft Exchange connector only)
The number of simultaneous threads that accept self-generated
meeting requests. Auto-acceptor threads are activated when meeting
requests with invitees are replicated from SAP CRM to Microsoft
Exchange. More auto-acceptor threads result in lower latency of
processing.
Auto-acceptor functionality can be disabled. See the section
Replication / CRM Groupware for details.
SAP recommends the setting 0 which would disable this
functionality.
Maximum
memory usage
value (in MB)
(available from
Connector 7.0
SP 03 Patch 02)
August 2015
Specifies the maximum memory allocated (in MB) for the proxy
service.
Groupware Proxy service will be restarted once this threshold is
reached.
Default value is 500 MB. You can configure this value as per your
requirements.
71
Instance Configuration/Performance/Outbound Replication
Custom checkbox to edit the settings
SAP recommends that you do not change the default settings.
Page Area/Field
Explanation
Scanner Threads
Sleep Factor
Specifies the interval at which the outbound scanner thread

sleeps between switching to another user. This parameter allows
you to increase the total number of simultaneous outbound threads
with the same CPU load. The greater the number of threads the
lower the change-detection latency in a situation where many
users generate changes in their databases.
Maximal Number Of
Messages Per Cycle
Specifies a maximal number of messages to be processed for a

queue per groupware to SAP CRM session.
Minimal Interval
Between Cycles
Specifies the minimum interval between sessions for each user at

which the proxy scans the users database for changes. This option
prevents the proxy from scanning the database too frequently.
Deadlock Timeout (in

mins)
It indicates the maximum timeout interval in minutes for the proxy

outbound threads while scanning the mailbox folders. If the thread
crosses the timeout interval, dead lock will be detected and proxy
will be restarted.
SAP recommends that you to set this value to 30 minutes
for bulk data synchronization from exchange to CRM and during
the initial stages after installing groupware connector 7.0.
72
August 2015
Instance Configuration/Tracing
This window allows you to configure tracing options for the proxy instance. Trace files for the proxy
can be created as follows:
On the same system where the proxy is running

This approach does not consume network resources.
Via replication of data to the groupware connector system (stored in a single file for all proxies)
This approach gives all the information in one place (in the groupware connector system).
Custom checkbox to edit the settings
Microsoft Exchange
Page Area/Field
Explanation
Log Directory
You can specify the folder where Proxy log files get saved.
Enable Proxy Trace
This option enables tracing for the proxy instance. You

choose a severity level for errors from the list of possible
entries.
Enable EWS Trace
This option enables tracing for all communication between

Proxy and the Exchange Web Services for data
synchronization to and from Exchange Server. You choose a
severity level for errors from the list of possible entries.
Enable Proxy Dumps
This option enables generation of log files that have error

information if the proxy stops or restarts due to an error.
Enable Proxy Error
This option enables generation of log files with the error

information occurred in proxy.
Dump EWS Soap

Xmls
Select this option if you want all requests being sent via
Exchange web services to the Exchange server and the
corresponding responses from the Exchange server to be logged
in XML files.
synchronization; SAP recommends that you do not select this
option.
Delete Proxy logs
August 2015
Select this option to automatically delete old Proxy log files

based on the number of days specified in the drop list.
73
Lotus Domino
Page Area/Field
Explanation
Enable Tracing
This option enables tracing for the proxy instance. You

choose a severity level for errors from the list of possible
entries.
Trace Locally
This option specifies whether the trace messages will be

written to a local file on the proxy host or transferred to a trace
file of the groupware connector system (via the network).
SAP recommends local tracing to minimize consumption of
network resources.
Trace File
Location of the trace file (relative to ProxySvc.exe).
Limits
Time period before files are overwritten.
Split Trace File By

Fragments Of
Maximum size of a trace file fragment in megabytes.
Instance Configuration/Replication/CRM -> Groupware

This window provides various message replication options.
74
August 2015
Microsoft Exchange
Page Area/Field
Explanation
Default Reminder
Interval
Specifies the default reminder interval for appointments and

tasks in case the value is not explicitly provided by SAP CRM.
For more information, see the GW Customizing Guide.
Auto-accept Meeting
Requests
If this option is selected the groupware connector reproduces the

behavior of Microsoft Outlook when creating meetings. To invite
users to the meeting, it sends invitations to recipients. The
attendee has to accept the meeting so that the corresponding
entry appears in their calendar. The groupware connector can
handle this automatically.
Send New Task

Notifications
This option enables additional e-mail notification to be sent to

the target user when a new task or an updated task is replicated
from SAP CRM to groupware.
FileAs Format
(Contacts)
Specifies the format of a contact in the contact message (vCard)

in the groupware server.
Always consider CRM

categories as Master
By enabling this, the groupware categories will be always

overwritten by the CRM categories.
August 2015
75
Lotus Domino
Page Area/Field
Explanation
Default Reminder
Interval
Specifies the default reminder interval for appointments and

tasks in case the value is not explicitly provided by SAP CRM.
Send New Task

Notifications
This option enables additional e-mail notification to be sent to

the target user when a new task or an updated task is replicated
from SAP CRM to groupware.
Instance Configuration/Replication/Groupware -> CRM

76
August 2015
Page Area/Field
Explanation
Do Not Replicate
Changes In ...
Disables the replication of selected objects from groupware to

SAP CRM.
Replicate Changes ...
Specifies the age of changed items to be replicated from

groupware to SAP CRM. The option is designed to avoid
replication of outdated items during initial user synchronization (it
makes no sense, for example, to replicate appointments to SAP
CRM that were created more than a year ago).
SAP recommends that you to set this value to of any age in
the beginning. This setting can be changed to any desired value
at a later date.
Instance Configuration / Replication / Schedule

Page Area/Field
Explanation
Replicate From
Groupware Only By
Schedule
To avoid unnecessary load on the Microsoft Exchange Server

while scanning mailboxes for changes, you can specify the
start time for the scan cycles. The time specified is the local
time of the computer on which the proxy instance is running.
August 2015
77
Instance Configuration / Debugging

Page Area/Field
Explanation
Dump Configuration
Files
Select this option if the proxy in-memory configuration should

be written to a local file in the proxy installation folder.
Post User Last

Scanned Time to
Connector
This option replicates the last scanned information from the

proxy to the groupware connector and provides it in the user
statistics. Due to increased network traffic, this option should
be used for debugging purposes only.
Once the configuration of Proxy and Connector are complete, click Apply or Save & Close in the
AdminTool. The settings corresponding to the Connector are stored in Config.xml and the settings
corresponding to Proxy are stored in Proxies.xml in the Connector folder.
After configuring the connector and proxy, you can start the proxy and connector services. To do this,
choose the Microsoft Windows Start menu and navigate to Control Panel Administrative Tools
Services. Select the relevant service and click Start.
78
August 2015
5.8 User Statistics

This window can be launched by clicking the Statistics button in the AdminTool.
This window gives an overview of the users, the last time that their mailboxes were scanned for both
directions, and the frequency of scanning. Error codes are also displayed if relevant.
August 2015
79
6 Batch-Assigning Access Rights for

Domino Connector
You can use the ACLRights utility to grant the groupware connectors administrative account the
necessary access permissions for the databases of groupware users.
The utility uses the UserList.xml file to get the list of databases to operate on. The groupware
connector automatically downloads this file from SAP CRM at startup and at run time, if the file has
been updated. It also grants the following rights to the groupware connectors administrative account.
Editor rights to mail databases of all users provided in UserList.xml

Designer rights to private address book databases of all users provided in UserList.xml
Designer rights to the public address book database.
To assign access permissions using the ACLRights utility, do the following:

1.
2.
3.
Copy the following files to the Lotus Domino directory on the Lotus Domino server (for
example, C:\Lotus\Domino):
LotusConnector.jar
Config.xml
UserList.xml
Private-contact-map.xml
Stop the Lotus Domino server.
Launch the following command from the console:
java -classpath LotusConnector.jar com.sap.gcn.aclrights.Main <user
name>
(where <user name> is the name of the groupware connectors administrative account)
4.
5.
Check the report.txt file in the SysInfo sub-folder and the trace*.txt file in the Logs
sub-folder if necessary.
Start the Lotus Domino server again.
The ACLRights utility only works with databases located on a local Lotus Domino server. In case
of multiple Lotus Domino servers, you must start the utility on each server separately.
80
August 2015
7 Microsoft Outlook Categories

The groupware connector uses filtering by categories for tasks and appointments in users mailboxes.
An item is replicated to SAP CRM only if it is assigned a certain category from a predefined category
list. Therefore, you must make these categories available in Microsoft Outlook.
Microsoft Outlook stores category names in the Master Categories list. The default set is specified
during the Microsoft Outlook installation process.
In the AdminTool, CRM Adapter Connection / General window, if the option Update Groupware users
master category list is enabled, then connector updates the master category list of the groupware
users present in the userlist with the categories present in the Catslist.xml file. Whenever there is
a new category added to the Catslist.xml file, the master category list will be updated in the users
mailboxes.
The Support Center tool can also be used to update the groupware users master category lists with
predefined categories available in the Catslist.xml offline mode. Select the users and the categories,
click on Add to Master Category List to add the selected categories to the master category list in the
selected users mailbox. Select the users and the categories, click on Remove to remove the selected
categories from the master category list in the selected users mailbox.
SAP recommends using either of the above options to update the groupware users master
category list.
August 2015
81
8 Connector Logging Information

To effectively manage a groupware connector, you need information about the processing and
performance of the connector as well as any problems that may occur. The groupware connector
provides comprehensive and flexible logging capabilities. This section describes how to configure
the logging capabilities of the connector and how to interpret the contents of the logs.
SAP recommends that you do not to enable logs unless required.
Log files are generated while the connector software is running.

They require hard disk space to store logged information.
If the Log deletion option is set in the AdminTool, Logging Limits, then the log files are
removed automatically after the specified number of days.
If the Log deletion option is not set, then it is an administrative task to remove and back up
obsolete files.
8.1 Connector Log File

This section is not relevant for Microsoft Exchange Connector.
The connector log file records all messages processed by the connector. The format of the log file is
strictly defined and is similar to the standard HTTP log file format. Therefore, it is possible to create a
tool for analyzing log information and producing useful statistics.
The following is an example of a connector log file entry and is described below:
[25/May/2002:13:08:57 -0500] MIDDLEWARE jonh_doo@sap.com INSERT APPOINTMENT
66ED4A099D1F274AAC4B37EB9EB0AE14 18DFD51F9FF1CD5EC2256BC400379134
Format of Connector Log File
[25/May/2002:13:08:57 -0500]
The time when the connector finished message processing. This part of the entry has the format
[day/month/year:hour:minute:second zone]
MIDDLEWARE
The source of the message. Supported values are GROUPWARE and MIDDLEWARE.
jonh_doo@sap.com
E-mail address representing the destination user or public folder (for Microsoft Exchange) or
the mail-in database (for Lotus Domino).
INSERT
The operation type of the message. Supported operation types are INSERT, UPDATE, and
DELETE.
APPOINTMENT
The type of the processed message. Supported types of messages are: APPOINTMENT, TASK, and
CONTACT.
66ED4A099D1F274AAC4B37EB9EB0AE14
BDoc ID of the message as defined in the SAP CRM system.

18DFD51F9FF1CD5EC2256BC400379134
Groupware UID of the message. The length of the UID for the Lotus Domino Server is always 32
characters; the length of the UID for Microsoft Exchange can vary up to a length of 256
characters.
82
August 2015
8.2 Error Log File

The error log file contains information about messages that were processed with an error. The
connector also writes diagnostic information to this file.
The following is an example of an error log file entry:
[20/Jul/2002:12:14:23 +0300] ERROR MIDDLEWARE Jonh_Smith@sap.com UPDATE
TASK 8478753987534287 33985834893454394342342 [ERR:1002] Global address
book not available
The log file format is similar to the connector log file format, with two additional fields defined:
ERROR
The severity of the error. Valid values are as follows:
WARNING: Typically indicates that an operation cannot be completed, but the problem is not an
error. For example, in carrying out a DELETE task, the corresponding item in the
groupware server cannot be found.
ERROR: Indicates that a single user has a permanent error while delivering a message that
does not exist in the groupware server.
CRITICAL: Indicates that no messages can be delivered, since no connection can be

established to the groupware server or the groupware adapter.
[ERR:1002] Global address book not available

The error message produced by the connector, including the error code and a short error
description.
The table below describes possible error messages:

Code
9
Short Description
Unspecified error
Description: An unknown error has occurred.

Resolution: See trace log for details.
1000
%s
Description: Not an error - reserved for system messages like service started or service
stopped.
Resolution: None.
1001
Administrative logon failed. %s
Description: Initial logon to the groupware server using the provided administrative
account failed. %s denotes additional comments that may be generated by the connector.
Resolution: Make sure that the options specified in config.xml correspond to a valid
groupware server name and administrative account name. Make sure that valid logon
credentials are provided for the groupware connector service. For more information, see
the section 9.3 Verifying the Connection to Groupware Server
1002
Global address book not available
Description: Global address book is not available for the administrative account.
Resolution: Verify the setting of the administrative account on the groupware.
1003
Msxml2.DOMDocument not available
Description: Msxml2.DOMDocument COM object is not installed on the computer

with the groupware connector service.
Resolution: Verify the installation.
Server.
August 2015
83
1006
XSLT transformation not available for '%s'
Description: XSLT files are missing or invalid.

Resolution: Verify if the required set of valid XSLT files is available in the xslt/ folder
(as specified in config.xml).
1008
Internal error occurred.
Description: An internal connector error has occurred.

Resolution: See trace log for details.
1009
Public folders store not available to administrative

account.
Description: (Microsoft Exchange only). Connector failed to locate the Exchange

information store with public folders.
Resolution: Verify the installation. Check administrative account settings.
1010
Invalid default target folder for contacts.
Description: The option specified in config.xml for gw.email.default is either invalid

or does not correspond to the public folder.
Resolution: Verify the installation.
Microsoft Exchange Connector: make sure that the checkbox Hide from Address Book is not
selected on the Exchange Advanced property page of the public folder.
1012
XSD schema validation failed.
Description: Validation of outgoing XML message against XSD schema failed.

Resolution: Contact SAP CRM technical support.
1013
CDO (Collaboration Data Objects) library not

available.
Description: CDO (Collaboration Data Objects) library not available.

Resolution: Verify the pre-installation requirements.
1014
Local user list is not available.
Description: The local user list is not available. A request for a new users list will be sent to the
groupware adapter.
Resolution: none.
1015
Error while reading user list from CRM.
Description: Error while reading user list from CRM.

Resolution: Contact SAP CRM technical support.
2001
Mailbox not available: '%s'
Description: Groupware connector fails to open given mailbox.

Resolution: Make sure the administrative account has enough rights on the target mailbox
and servers holding a given mailbox are available over the network.
84
August 2015
2002
Logon failed for: %s
Description: Logon to mailbox failed using administrative account.

Resolution: Make sure the administrative account has enough rights on the target server.
2003
User not found in groupware domain. %s
Description: The e-mail address specified in the message header belongs to the
groupware domain; however, the corresponding mailbox does not exist.
Resolution: Either ensure the given mailID is available in the groupware or fix mailID on the
SAP CRM middleware side.
2020
Q-Unlock XML is not well formed
Description: An invalid XML is provided in the administrative queue unlock XML file.
Resolution: Provide the valid XML.
3001
Transport error
Description: SOAP transport error.

Resolution: Verify the network connection and check if the SAP CRM middleware SOAP
server is working properly. For more information, see the section 9.1 Verifying Connection
to the Payload Interface.
3002
Payload interface error. %d
Description: An error was returned by the payload interface.
Resolution: For more information, see the section 9.2 Resolving Payload Interface Errors.
3003
CMW_PIF_Qlogon failed. %s
Description: Logon into queue failed. Possible reason SOAP transport error or
payload interface error.
3004
CMW_PIF_Qlogoff failed. %
Description: Queue logoff failed. Possible reason SOAP transport error or payload
interface error.
Resolution: For more information, see the section 9.2 Resolving Payload Interface Errors
3005
CMW_PIF_getMsg failed. %s
Description: Failed to get message from the logical queue. Possible reason SOAP
transport error or payload interface error.
Resolution: For more information, see the section 9.2 Resolving Payload Interface Errors
3006
CMW_PIF_getMsg returned empty message
Description: SAP CRM middleware has returned a NULL message.

Resolution: None, this is a warning. CMW_PIF_getMsg failed. %s
3007
CMW_PIF_getMsgCount failed. %s
Description: Failed to get message count in data queue. Possible reason SOAP
transport error or payload interface error.
3008
CMW_PIF_postMsg failed
Description: Failed to post message. Possible reason SOAP transport error or payload
interface error.
4001
XML message is not well formed
Description: SAP CRM middleware has returned a not well formed XML.
Resolution: Verify the functionality of the SAP CRM middleware side; see the trace log for
details.
4002
August 2015
Required field(s) missing or invalid. %s

85
Description: One or more required fields are missing in the XML message.
details.
4003
CRM Message is invalid. %s
Description: XML message provided by SAP CRM is invalid: The structure is incorrect,
required blocks are missing, for example.
details.
4004
XSLT transformation failed
Description: Failed to invoke XSLT transformation on a given message part.

details.
5001
CDO folder lookup failed: mailID = %s
Description: Target public folder not found for a given mailID.

Resolution: Ensure that the folder corresponding to the given mailID is available in the
groupware or fix mailID on the SAP CRM middleware side.
5002
CDO folder not available: mailID = %s.
Description: Folder exists in the groupware server but is not available to the
administrative account. Possible reasons not enough rights granted over the user or the
folder was removed since last address-book cache operation.
Resolution: Verify folder access rights.
5003
CDO default folder not available: %s.
Description: Default CDO folder is not available in the given mailbox.

Resolution: Logon to the mailbox using Microsoft Outlook for creation of all required folders or
else not enough access rights are assigned to the user.
5004
CDO message not found
Description: CDO message is not found in the groupware for INSERT or UPDATE operations.
Resolution: None, this is a warning.
5005
Unsupported field: name = %s.
Description: Unsupported field name is listed in translated XML.

Resolution: Verify available XSLT files for corresponding document type.
5006
Unsupported field-type: %s.
Description: Unsupported field type is listed in translated XML.

Resolution: Verify available XSLT files for corresponding document type.
5007
Invalid field value: field id = %s.
Description: The SAP CRM middleware side provides invalid field value.
details.
5008
Update CDO message failed
Description: Failed to save changes to the CDO message into the groupware. Possible
reasons one or more fields are not accepted by the groupware, insufficient access
permissions for the administrative account.
details.
5009
86
Delete CDO message failed
August 2015
Description: Failed to delete message from the groupware server. Possible reasons
not enough access permissions for the administrative account.
Resolution: Make sure the administrative account has enough rights on the target recipient
server.
5010
Send CDO message failed
Description: Failed to invoke sending of a message to the target recipients.

Resolution: Should never happen.
5011
IDMAP notification failed, ERR:%d.
Description: Failed to post UID of the groupware message to the SAP CRM middleware
side. Can occur due to SOAP transport errors or due to failure on the SAP CRM
middleware side.
Resolution: Verify the ready state of the SAP CRM middleware side.
5012
ERROR notification failed, ERR:%d.
Description: Failed to post ERROR information to the SAP CRM middleware side. Can
occur due to SOAP transport errors or due to a failure on the SAP CRM middleware side.
Resolution: Verify ready state of middleware side.
5013
Message failed
Description: Processing of the message failed due to one or more errors.

Resolution: See the trace log for details.
5014
Auto-accept initiation failed
Description: Failed to initiate auto-accept for meeting request.

5015
Searching by BDOC-ID
Description: Message from the CRM side does not provide groupware message UID for
UPDATE and DELETE operations. Connector tries to find the message by raw scan of
messages in the target folder (performance consuming operation).
Resolution: Verify functionality of the SAP CRM middleware side; see the trace log for
details.
5016
List of recipients is invalid
Description: List of attendees or recipients provided in message has one or more invalid
recipient SMTP address specification.
details.
6001
Failed to initialize middleware
Description: Failed to initialize middleware.

6002
Failed to uninitialize middleware
Description: Failed to uninitialize middleware.

6003
Failed to get list of active queues
Description: Failed to get the list of active queues.

6004
Failed to get count of messages in data queue
Description: Failed to get the count of messages in the data queue.

August 2015
87
6005
Failed to get message from data queue
Description: Failed to get the message from the data queue.

6006
Failed to accept message
Description: Failed to accept message.

6007
Failed to send failed message notification
Description: Failed to send failed message notification to the CRM side.

6008
Failed to post message into data queue
Description: Failed to post message into data queue.

6009
Failed to get list of users
Description: Failed to get list of users.

6010
Failed to get list of categories
Description: Failed to get list of categories.

7006
Unsupported field-type: %s
Description: (Lotus Domino only) translated XML contains an unsupported field type.
Resolution: Verify available XSLT files for the corresponding document type.
7007
Invalid field value: field id = %s
Description: (Lotus Domino only) the SAP CRM middleware side provides an
invalid field value.
Resolution: Verify the functionality of the SAP CRM middleware side; see the trace
log for details.
7008
Update Lotus document failed
Description: (Lotus Domino only) failed to save changes in the Lotus document into the
groupware. Possible reasons insufficient access permissions for the administrative
account.
details.
7009
Delete Lotus document failed
Description: (Lotus Domino only) failed to delete a Lotus document from the groupware
server. Possible reasons not enough access permissions for the administrative
account.
Resolution: Make sure the administrative account has enough rights on the target
recipient server.
7010
Insert Lotus document failed
Description: (Lotus Domino only) failed to create/save a Lotus document to the target
recipients.
88
August 2015
7013
Message failed
Description: (Lotus Domino only) processing of the message failed due to one or
more errors.
7015
Searching by BDOC-ID
Description: (Lotus Domino only) message from CRM side does not provide
groupware message UID for UPDATE and DELETE operations. Connector tries to find
the message by raw scan of messages in the target folder (performance consuming
operation) and has a search error.
details.
8010
SMTP. Send message failed
Description: (Lotus Domino only) failed to invoke sending a message to the target
recipients.
9001
Failed to generate XML representation for message
Description: Failed to generate XML representation for a message in groupware.

Resolution: Contact SAP technical support.
8.3 Trace Log File

The connector writes debugging information to the trace log file, which helps you to investigate possible
problems with the connector.
The format of the trace log file is not specified. The connector can write any messages, with no strict
format defined. These messages can be useful when contacting SAP technical support.
An error message reported to the error log will always appear in the trace log, provided that tracing
is enabled.
The trace log file can grow very large and can also affect overall application performance.
SAP recommends that you have the trace log disabled during normal operation. You should
only enable it during the deployment phase or if problems are discovered.
An error message reported to the error log will always appear in the trace log, provided that
tracing is enabled.
August 2015
89
9 Troubleshooting the Connector

This section provides explanations and possible solutions to problems that may arise while using
Groupware Connector.
9.1 Verifying Connection to the Payload

Interface
You can check the connection to CRM groupware adapter via the Test button in the CRM Adapter
Connection\General window of the AdminTool.
If the status is displayed as Connection Failed or if the error [ERR:3001] SOAP Transport
error is logged in the log files, verify the connection to the payload interface.
Use your Internet browser to connect to the groupware adapter. To find the URL of the adapter,
choose Administrative Tool CRM Adapter Connection General.
Your browser may return a response like Unable to locate server XXX or Page cannot be
displayed. The following are possible causes:
The payload interface server is down.

Make sure the payload interface server is running on the specified server and is configured
according to the port provided in the URL. The standard HTTP port 80 is used by default.
90
The specified URL is invalid.

If a different URL is configured for the payload interface on the server, you receive the error
message HTTP Error 404 Not Found. Check the configuration of the payload server.
August 2015
9.2 Resolving Payload Interface Errors

If you receive errors relating to the payload interface (error codes 3001 to 3009), refer to this section.
The errors can occur while processing different operations and their resolution depends on the error
code returned by the payload Interface. You can find the corresponding error code in the text of the
error messages.
Code
Short Description
Success
Success - queue created on the fly
Error access denied.
Most probable reason: Wrong parameters are specified for the groupware adapter
connection in the AdminTool.
3
Queue does not exist
Most probable reason: There is a problem on the groupware connector or groupware adapter
side. Contact the support team for details. This error should not happen.
4
Another session already established
Most probable reason: Two or more groupware connectors are connected to the same
groupware adapter. Verify the groupware adapter connection setting for all running instances
of groupware connectors.
5
Session ID not known
Most probable reason: Connection session with groupware adapter has expired due to a
timeout. Connector will automatically restore the connection as needed. This error can be
ignored.
6
Wrong parameter
Most probable reason: There is a problem on the groupware connector or groupware

adapter side. Contact the support team for details. This error should not happen.
7
Property not known

8
Feature not implemented

9
Unspecific error
Most probable reason: There is a problem on groupware connector or groupware adapter

side. Contact support team for details.
10
No more messages available
Most probable reason: All messages are already fetched from the groupware adapters
data queue. This error can be ignored.
11
Operation not allowed

adapter side. Contact the support team for details.
101
SOAP transport error
Most probable reason: The groupware adapter is experiencing problems with the network
connection. For more information, see the section 9.1 Verifying Connection to the Payload
Interface.
August 2015
91
9.3 Verifying the Connection to Groupware

Server
9.3.1 Connection to Microsoft Exchange Server
You can verify the connection to Exchange server via the AdminTool\Groupware
Configuration\General window. Click on the Test Connection button and check if the Connection
Status is shown as Connection OK.
Similarly, for checking the connection of the Proxy to Exchange server, you can go to Proxy
configuration in the AdminTool and then go to the Proxy\Groupware Configuration \ Advanced window
and click on Test Connection.
If the connection status is displayed as Connection Failed, check the following:
1. Ensure that the E-mail ID specified on this window is correct and that you have checked the
Enable Auto Discover checkbox. It should be the primary SMTP address of the connector
administrator user account.
2. If you have specified the service end point URL, then try to ping this URL to check if this URL
is correct.
9.3.2 Connection to Lotus Domino Server

To verify the connection to Domino Server or to the CRM system, run the self-test using
SelfTest.cmd present in the Groupware Installation directory. While you run the self-test, services
should be stopped. Selftest.cmd will start the services to check the connection and to resolve the
users. Once the connection is successful, you can start the Connector and Proxy services.
92
August 2015
9.4 Error Details

In case of a connector failure, detailed error information is available in the following places:
Error log file
Provides one line per error with a short description.
Trace log file
Provides detailed error information if available. You can use the

contents from the error log to search in the trace file for details.
ErrDumps subfolder
Contains detailed information about errors sent to SAP CRM.

A copy of the sent message is stored on the local drive.
queue-locks.xml
Use the Current Locks page in the AdminTool (section Queue

(User) Maintenance) to view the contents of this file.
Each of the mentioned items is available by default. However, each of them can be disabled
using the AdminTool.
Detailed system information may be required to provide support for the solution. The information
can be partially obtained using the diagnostics tool. For more information, see the following
sections about using the diagnostics tool.
August 2015
93
9.5 Diagnostics Tool

9.5.1 Tool for Microsoft Exchange Connector
The Support Center tool gathers system diagnostics using the groupware connector configuration.
You access the tool by logging on to the groupware connector system using the administrative
account and starting the EWSSupportCenter.exe file, which can be found in the installation folder
under Support Center.
You must right click on EWSSupportCenter.exe and select Run as Administrator.
User list validation and Global Address list validation is done via the tool and is displayed in the
Groupware Diagnostics panel of the Support Center.
94
August 2015
August 2015
95
9.5.1.1 Userlist resolution

This feature is available only from Groupware Connector 7.0 SP 02 onwards.
Userlist resolution feature is introduced in Connector 7.0 SP 02 to avoid the huge delay in starting data
synchronization once the Connector/Proxy service is restarted. Every time when the Connector/Proxy
service is restarted, all the users listed in the Userlist should be resolved before the data synchronization
starts. When the userlist has huge number of users, the time taken to resolve these users takes a lot of
time and hence there will be high delay to start the data synchronization when the services are in running
state. To avoid this delay on every service restart, we provide the userlist feature to resolve users
beforehand and start the data synchronization immediately on service start.
Userlist resolution feature can be enabled via Support center tool
You must right click on EWSSupportCenter.exe and select Run as Administrator.
Once you have Userlist.xml downloaded to connector machine, open SupportCentre tool and
navigate to Groupware Diagnostics panel. Click on Diagnose button to resolve all the users. As a
result of userlist resolution, a new cache file UserData.xml will be created in Proxy\Storage folder.
This cache will have the information of all the groupware users along with the exchange server details on
which the user mailbox is located. Cache will be refreshed on addition of a new user to the userlist.
When a user is deleted from the exchange server or when the mailbox of an user is shifted or
when the Groupware Employee role is unassigned from the users BP in CRM, System
administrator should click on the Diagnose button fron the Support Center tool to update the
cache.
96
August 2015
9.5.2 Tool for Lotus Domino Connector

The connector for Lotus Domino includes the GwcDiag.bat diagnostics tool. It gathers system
diagnostics using the groupware connector configuration, and generates reports into the SysInfo
subfolder.
To start the tool, you must logon locally using the groupware connector administrative account. The
tool does not require additional parameters to start.
The following files are generated:
AddrBook.txt
Contains a complete dump of the Public Address Book.
Summary.txt
Contains a short summary of the solution: size of UserList.xml,

size of Public Address Book, and list of known Domino servers
(identified by references from the Public Address Book).
SysInfo.txt
Contains a complete dump of java environment.
UserList.txt
Contains details of mail database access verification for each user

listed in UserList.xml.
UserList Access.txt
Contains a list of users from UserList.xml whose

permissions prevent them from accessing the required
databases.
UserList External.txt
Contains a list of external users from UserList.xml.
UserList Invalid.txt
Contains a list of users from UserList.xml that are not available

in the Public Address Book.
August 2015
97
9.6 Backup Plan

The Microsoft Exchange and Lotus Domino groupware connectors store all sensitive
information in the file system. There is no sensitive information stored with the proxy
instances.
The following items are backed up:
Config.xml
Stores all of the configuration settings for connector
Proxies.xml
Stores all of the configuration settings for proxy instances
UserList.xml
Contains the list of SAP CRM users
AppList.xml
Contains the list of SAP CRM applications
Monitoring.xml
Stores the current status of proxies mapped to the connector
Queue-locks.xml
Stores the information about users data queues in case an error

occurs during processing
Statistics.xml
Overview of the users, the last time that their mailboxes were
scanned for both directions, and the frequency of scanning
CatsList.xml
Contains the list of categories downloaded from CRM
Storage subfolder
Contains the internal connectors data.

This folder will be part of the Proxy folder in the case of
Exchange Connector and will be part of the Connector folder in
the case of Lotus Connector.
In case of a server crash, follow the steps below to recover the configuration:
1.
Reinstall the groupware connector.
2.
Extract Config.xml and Proxies.xml from backup storage.
3.
Extract outbound replication state data from backup storage.
98
August 2015

Document

Enviado por

Dados do documento

Direitos autorais

Formatos disponíveis

Compartilhar este documento

Compartilhar ou incorporar documento

Opções de compartilhamento

Você considera este documento útil?

Este conteúdo é inapropriado?

Direitos autorais:

Formatos disponíveis

Document

Enviado por

Direitos autorais:

Formatos disponíveis

Copyright 2013 SAP AG or an SAP affiliate company.

AG in Germany and other countries. Please see

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

en/legal/copyright/index.epx#trademark for additional trademark

Some software products marketed by SAP AG and its distributors

change in these components may cause unpredictable and severe

contain proprietary software components of other software vendors.

malfunctions and is therefore expressively prohibited, as is any

National product specifications may vary.

decompilation of these components.

Words or characters quoted from

Emphasized words or phrases in

Technical names of system

Output on the screen. This

Exact user entry. These are

Variable user entry. Angle

Keys on the keyboard, for

Additional icons are used in SAP Library

Administration Guide: SAP Groupware Connector

Microsoft Exchange Connector .............................................8

3 Security Considerations .............................................................16

4.2 Preparation for Microsoft Exchange Connector................ 25

4.3 Preparation for Lotus Domino Connector.......................... 38

4.4 Upgrade to 7.0 SP XX Connector from a Lower Version/SP

5 Configuration Parameters in the Administrative Tool .........45

5.2 Groupware Adapter Connection ............................................ 51

Administration Guide: SAP Groupware Connector

6 Batch-Assigning Access Rights for Domino Connector ..........80

9 Troubleshooting the Connector ..............................................90

9.4 Error Details .......................................................................... 93

9.6 Backup Plan .......................................................................... 98

Communication between the groupware connector and the groupware adapter

2.1 Microsoft Exchange Connector

2.2 Lotus Domino Connector

2.3 Multi-Connector Landscape

Replication from SAP CRM to Groupware

Replication from Groupware to SAP CRM

The GWAFILTAB table should be maintained appropriately to enable the Multi-Connector

2.4 Data Exchange Using Message Queues

(Read Only) Groupware adapter provides a list of currently filled

(Write Only) Groupware connector posts the IDs of the newly

CMW_PIF_PROTOCOL (Write Only) Groupware connector posts error notifications into

(Read Only) Groupware adapter provides a list of users whose data

(Read Only) Groupware adapter provides a list of categories that are

Data flow for two-way replication is shown in the following figure:

Replication from SAP CRM to Groupware

Replication from Groupware to SAP CRM

2.5 Mapping of SAP CRM Entities and

Activities or tasks from resource planning

Activities or appointments from resource

Activities or tasks from resource planning

Activities or appointments from resource

Calendar entry (appointment):

SAP Groupware Connector 7.0 SP02 - Release Information Note

4.1 CRM parameters

4.1.1 SOAP Runtime Handler for RFC

In SAP CRM, call transaction SE80.

9. Search for the service INTSYNC_PAYLOAD_IF.

11. Make settings for S_LEVEL_1 as shown below:

12. Make settings for S_LEVEL_2 as shown below:

13. Make settings for S_LEVEL_3 as shown below:

4.1.2 SOAP HTTP Handler for RFC

Determine the Relative Path of the SOAP Listener

Optional: Select SSL for HTTPS Protocol