Know Limitations with Server Side CRM Groupware Integration Scenarios

1) The Groupware Integration Mappings shipped by SAP cannot be extended or changed by Customers. The mapping framework does not support this extension. 2) E-Mail integration is not supported by this solution. 3) A central Monitoring tool is not available to track the flow of messages between CRM and Groupware and vice versa. The Middleware monitoring tool (transaction smw01) Display BDoc Messages shows the flow of messages to the Groupware Adapter Site Type on the CRM Server. A green light in this tool for a particular BDoc message only indicates that Mapbox has processed the message. But it does not indicate that the object has reached Groupware. 4) Multi Language support is not available in Groupware Integration. Only one language is supported by Groupware Integration. Hence if the default language is set to English in the property field DLANG of the IMG customizing view Maintain General Groupware Settings, all the text and description will be shown in English on Groupware. E.g. in Groupware Contacts the Country name, Title, Prefix will have English long text. For a Groupware Appointment or Task the description field will be taken from Text type like Note or Preparation or Report with language= English from a CRM Business Activity. Similarly in the reverse direction when an appointment is updated in Groupware it will update only the text related to language=English. 5) The Groupware User must enter a value in the category field of the Groupware Appointment, Task and Contacts. The category field must contain a string starting with CRM_ACT for Appointment/Tasks and CRM_BP for Contacts. Only groupware objects with this category value will be synchronized in the direction Groupware to CRM. Example: For a meeting request created in Groupware the user can enter the category as CRM_ACT 001 (CRM Activity Management Sales Call) or just CRM_ACT. 6) Only One-directional synchronization of contacts to private contact folder from CRM to Groupware is supported. Synchronization of Contacts from Private Contact Folder in Groupware to CRM is not supported. Any updates to contacts in the private contact folder will not reach CRM.

7) In Public folder Contact synchronization only the Business Partner Master Data is exchanged. No relationship data to an account or organization or Group is mapped. For example it there is a Business Partner having the role Contact Person, it is not possible to map any of the relationship details of the account to which he/she is associated. Hence it is not possible to map the address and phone number of the organization. 8) In CRM only the Business object of type BUS2000125 (Task) and BUS2000126 (Business Activity) are synchronized with Groupware as Groupware Task and Appointment/Meeting Request. Periodic Rules and Recurring Appointments are not supported. 9) The SMTP address of each Business Partner who takes part in Groupware Integration of CRM Activity Management should be unique. No two partners can share the same email address. The integration will fail if the e-mail address is shared by more than one partner. Also it is mandatory that this e-mail address is maintained in the Master data and not in any relationship data. 10) Business Partners will be exchanged as contacts in Groupware even if the E-mail address is not maintained for this partner. The E-mail address should be maintained for partners who wish to take part in Business Activity. 11) For Activity Management synchronization to work with this Groupware solution, the E-Mail address of each Partner who would be part of the Business Activity should be maintained in the Address Dependent Communication section (Private communication address) of the Business Partner Master Data. It will not help if E-mail address is maintained in the relationship data. 12) It is not recommended to use the synchronization of contacts from Public folder in Groupware to CRM. If the Customer wants to use this feature, a proper policy should be established, such that only authorized users can change the contact data, which will then update the Master data in CRM. Sometime this synchronization will also lead to duplication of Master Data in CRM. This normally happens when the mapping cannot resolve the correct Business Partner to update in CRM. To turn off this synchronization in the direction Groupware to CRM, the following steps needs to be carried out: a) Shutdown the Groupware Connector. b) In the Groupware connector installation folder you will find a tool called as AdminTool.exe. Run this tool and select Proxies->General.

c) Double click on the Proxy Instance or press Edit Proxy Configuration. d) Another window would come up, select the node Replication. There you can tick the section Don't Replicate Changes in Public Contacts. Don't Replicate Changes in Private Contacts. e) Restart Connector.

13) For Business Partners who require synchronization of Business Activities in both directions i.e. CRM to Groupware and vice versa, such partners should be maintained with the role Employee (BUP003) with a valid E-mail address in the Business Partner Master data. For partners maintained with this role, the Groupware connector will poll for changes in the mailbox at regular intervals. 14) Scenario: Private Folder Contact SynchronizationContact Person in CRM having the relationship Is Contact Person For shows the address of the organization in the contact data. Limitation: During Synchronization of Contact Person to Outlook private folder, multiple relationship data to an Organization displays the address data of only one Organization i.e. if a Contact Person is having the relationship Is Contact Person For to more than one organization, only the address of one of these organization is shown in outlook contact data. Also it is not possible to determine which organizations address is shown. 15) When a Contact Person is exchanged from CRM to Groupware having the relationship Is Contact Person For to an Organization in CRM, the name of the Company is displayed in Outlook Contact data. Also there is an option to display the address of the organization in the contact persons communication fields. If the name of the Organization is changed or address data or communication fields are changed at a later point in time in CRM the updated name or address of the Company is not reflected in groupware contact for this Contact person. The user has to manually trigger an extract of contact persons data for each site type from Admin Console, only then this new change in organization data will be reflected in the contact details of the contact person.

16) During the synchronization of Contacts from Public Folder of Groupware to CRM, the category entered should be one among the following CRM_BP Natural Person CRM_BP Organization CRM_BP Group CRM_BP Directly providing the Role along with the category is not supported. It is not possible to create different roles in CRM for Contacts created in Groupware. However for contacts created in Public folder, it is possible to associate a default role under which this Business Partner will be created on CRM. 17) For a Business Activity only one text type like Note or Preparation or Report etc., of the specified default language is synchronized with Groupware. This text type can be customized per transaction type. E.g. for the Transaction type 0001 (Sales call) it is possible to customize the text type that needs to be exchanged as Note (A002). Only the Note entered in the language=English section will be exchanged with Groupware assuming that the DLANG property in the IMG customizing view Maintain General Groupware Settings is set to English. 18) For a Business Activity created in CRM, the partner function with the role planner/organizer will be the organizer of the Meeting. All the other partner functions having the calendar maintenance flag will be marked as attendees in the Appointment/Meeting Request. If a partner in a Business Activity does not have a valid email address maintained, this partner will not be in the attendee list of the appointment. However if the organizer itself has an invalid email address, there will be appointment created in groupware. 19) A Task created in CRM will be sent only to the Task Responsible in Groupware. No other partner function will receive this information about the task. Similarly for a task created in Groupware, only the Task responsible will be in the partner list of the Business Activity with an associated partner function. There is no information on the person who created the task on Groupware. 20) If a Meeting request is created in Groupware and a Contact Person is invited as attendee by adding his/her email address. The email address is mapped to the Contact persons email address maintained in the Business Partner Master data, not the organization email address maintained the relationship data. Hence it is suggested that the customer maintain the same email address in the relationship data and the contact persons email communication master data.

21) If a Meeting request is created in Groupware with a Contact Person as invitee, his organization is NOT determined and added to the Business Activity. E.g. it is NOT possible to determine the account of the contact person and add this account as the Activity Partner in the Business Activity. 22) The maximum size of all the attachments put together in a Business Activity should not exceed 1 MB. The synchronization will fail if the attachment size exceeds this limit. 23) Initial download of Business Activities or Appointments/Tasks is not supported either from CRM or from Groupware. 24) If the Customizing setting NO_BSP_URL in the in the IMG customizing view Maintain General Groupware Settings has the property value as X then the appointment or task will not have the BSP URL link. Also if there is an associated opportunity the Summary of Opportunity is not shown. If this customizing field NO_BSP_URL does not contain the property value as X then the attachment containing the summary of opportunity (if this activity is a follow up from an opportunity) and the attachment containing the link to BSP page is displayed in the appointment or task created in Groupware. 25) The link to the BSP or Portal page contained in a Groupware Tasks does not work as expected. 26) The link to BSP URL and Enterprise Portal URL which is displayed as a part of the Appointment or Task in Groupware cannot be customized. Only the Web Server/Portal Server and Port is customizable. 27) For an attendee to receive Business Activity in Groupware as appointment, the Calendar Maintenance flag should be ticked/checked for this partner in the Business activity application on CRM. 28) Work Force Management application supports simple recurring appointment with no support for exceptions. 29) In Work Force Management application integration with groupware, deletion of All Day Recurring Appointments is not supported from Groupware to WFM. 30) In Work Force Management application integration, Yearly Recurring Appointments from Groupware to WFM is not supported.

31) In Work Force Management application integration, All Day recurring Appointments whose Appointment Start Date and End Date cross over Midnight is not supported. This is not supported in both directions.