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Alternative Practices
You can get SAP experts to deliver this Best Practice on-site by ordering a Solution Management
Optimization (SMO) service known as the SAP Business Process Management service.
System Requirements
None.
Duration and Timing
Duration: Creating a business-process management concept could take around one week per
business process. Implementing the business-process management concept could take around one
additional week.
Timing: The best time to apply this Best Practice is during the planning phase or during the
implementation phase of your mySAP solution.
Introduction
Solution Landscape
The substantial components of a CRM-ISA installation are summarized in the following table and
shown schematically in the subsequent figure.
OLTP System The Online Transaction Processing system covers functionality for sales
and distribution and financial accounting.
CRM Server The CRM Server is used for:
Central data storage and distribution unit for the CRM
components
Message handling between clients and server, temporarily
storing information and guaranteeing its delivery
Data exchange with the R/3 OLTP system and other external
systems
ITS The Internet Transaction Server is the communication interface between
the Internet browser and the CRM Server. The ITS also regulates the
communication to backend systems and other components (IPC, index
server)
Web Server The Web Server is used to provide the Internet environment for the Web
shop representation, i.e. handling HTTP requests from Internet browsers.
IPC The Internet Pricing and Configurator is used to configure products and
determine their correct prices.
index server The index server is used for indexing all kind of documents that can be
handled in the R/3 or CRM environment. It uses search engine like Verity
or SAPs TREX Search Engine.
KPRO The Knowledge Provider is used to store multimedia documents for the
product catalog
Content Server The Content Server can optionally be used to administrate a larger
amount of documents in the product catalog. Accessed via HTTP.
For the smooth and reliable operation of the core business processes, you need to ensure high
availability and performance of the following system components:
CRM Server
OLTP System such as SAP R/3
ITS, IPC and index server
Basic instructions for the monitoring of these components are given in the Further Information section.
SAP delivers CRM with a special monitor set including a monitor for the technical middleware
components of the CRM-ISA solution that can be used from SAPGUI through transaction RZ20. For
more detailed information on how to install this monitor, see SAP Note 420661 ("CCMS monitor for
middleware monitoring for CRM/EBP"). For general information regarding the use of Computer Center
Management System (CCMS) in combination with the Solution Manager for central monitoring, refer to
the SAP Best Practice for Solution Management Central System Monitoring for mySAP.com that you
can download from the SAP Solution Manager or from the SAP Service Marketplace.
To ensure the high availability and performance of the technical components in the ISA scenario (in
particular of the ITS, IPC and index server) a kit of monitoring agents is being developed. Future
versions of this document will include an update on this.
Glossary:
Glossary:
ITS
ITS == Internet
Internet Transaction
Transaction
Server
Server
IPC
IPC = Price & Config. Engine
= Price & Config. Engine
IPC
Figure 1: CRM-ISA 2.0B Solution Landscape (Minimum Components)
Glossary:
Glossary:
ITS
ITS == Internet
Internet Transaction
Transaction
Server
Server
BW
BW == Business
Business Information
Information
Warehouse
Warehouse
BW APO APO
APO == Advanced
Advanced Planner
Planner and
and
Optimizer
Optimizer
IPC IPC
IPC == Price
Price &
& Config.
Config. Engine
Engine
Procedure
For each of the process steps listed below within the business processes "ISA B2B Sales Order
Management" and "ISA B2C Sales Order Management", follow the monitoring, error handling,
restartability problems and escalation procedures.
Configure product
Save shopping
basket as wish
list
Sales Order
Management
Create sales
order
Monitoring Activities
Apart from safeguarding the availability of the system components OLTP System, CRM server, IPC,
index server, ITS and Web server, SAP recommends that you monitor the objects listed in the
following table in order to ensure good performance for the business step Search products.
Index server Under Long times Check whether the ITS cache is Software
performance (>1000 activated for the index server module monitoring team
problems milliseconds) provider (see SAP Note 340067)
A high load on the ITS (that is, many Web users) affecting services ISA-B2B and ISA-B2C results in
long queue times due the index server not coping with the numerous ITS module calls.
To verify that the problem is caused by the index server, set the trace level of the index server module
provider and then analyze the resulting trace files (see SAP Note 340044). A timeframe of 1000
milliseconds or more for the index server suggests that the bottleneck lies there, depending on the
network topology.
If the "Search Products" process is extremely slow, check the value for the parameter ~TRACEDUMP
in the service file ISAB2B.SRVC. If the value is 1, this means that the trace is activated, which is
probably the reason why the process is so slow. In normal operation this parameter must be set to 0.
Monitoring Activities
Apart from safeguarding the availability of the OLTP System, CRM server, IPC, ITS and Web server, in
order to more fully safeguard the business step Configure products, SAP recommends that you
monitor the objects listed in the following table.
In order to avoid performance problems during this business process step, regularly monitor the CPU
consumption caused by the IPC. For detailed information on how to monitor the CPU consumption in
the IPC, see SAP Note 372170.
Regularly monitor the ITS, particularly when there are errors or performance problems. For detailed
information on how to monitor the ITS, see SAP Note 388198.
? CRM support package matches with IPC support package? (look for SAP Notes)
Roadmap 2.1
Troubleshooting IPC configuration (see Roadmap 2.2)
If you find that the configuration in the IPC is not working properly and Support Packages were
recently applied, perform the following checks to find out the cause of the problem.
- Check whether the configuration in R/3 or the runtime version (configuration-relevant master
data, also known as the "knowledge base") has changed. For detailed information on the
generation of a runtime version, display the R/3 application log. To do this, start transaction
SLG1, then enter log object PPVA and sub-object KBMT.
- Use transaction CU50 to check whether the configuration is working properly in the R/3
OLTP system. If the configuration is also not working in R/3, review the configuration rules
in R/3, and, once this is working properly, make a delta download to the IPC. Customizing
changes in R/3 can only be copied manually to the IPC or via an initial download.
- Check whether the current runtime version in the IPC is the same as in R/3. To check the
runtime version in the IPC, call the Internet service IPC:
http://webserver:port/scripts/wgate/ipc/!. Then click a product to display a list with basic
settings. To check the runtime version in R/3, run transaction CU36, and enter the name of
your runtime version to display the version number. If you need more detailed information,
choose the Basic data icon.
If the current runtime version in the IPC is not the same as in R/3, you should download the
new runtime version to the IPC. To do this, from the Variant Configuration menu in R/3
choose Knowledge base >> Runtime version >> Display/Export (or execute transaction
CU36). Enter the name of your runtime version. Choose Download. Enter your password
and confirm. If any errors occur during download, an error log is generated and saved as
SXE_LOG.HTML in the directory where the SCE (Service Configuration Engine) is installed.
The default directory for installation is C:\Program Files\SAP\SCE. Use this log to display
error messages.
- Use transaction SMQ1 in OLTP to check whether there is data in the outbound queue with
destination IPC. If you find data in the queue this indicates that the data loader is not picking
up the data automatically from the queue for further processing. Restart the data loader and
investigate why this happened in order to avoid it in future. To investigate errors in delta
download processing, see SAP Note 337703.
- At the same time you should use transaction ST22 to check whether there are short dumps
on the CRM server or in the R/3 OLTP system. If you find dumps from configuration
programs, review those programs together with the development team.
- As a general procedure, SAP always recommends checking whether the same behavior
appears with SAP standard HTML templates. If SAP standard templates are working
properly, you should review your self-developed templates or services. If SAP standard
templates are not working either, then you should open a SAPNet problem message.
- If this checklist does not help you to find out the cause of the problem, open a SAPNet
message for further investigation.
Troubleshooting with the configuration in the IPC
?
Are they data in the outbound queue in OLTP with destination IPC? (SMQ1)
If this check list did not help to solve the problem, open a SAPNet message
for further processing
Roadmap 2.2
Escalation Procedures
In situations that may require escalation, contact the system administrator or your development team.
The process owner of this process must be aware of any functional and development problems.
Process Step 3: Determine the Price of the Product
The price of the product that is displayed in the catalog is calculated in the IPC.
The master data that the IPC uses for pricing is maintained in the R/3 OLTP system. In an initial
download, pricing data is downloaded from the R/3 OLTP system to IPC via qRFC using the IPC data
loader. Pricing condition changes are updated in the IPC via delta download.
Monitoring Activities
Monitoring Monitor Monitor Indicator or Monitoring Activity or Respon-
Object TA/Tool Frequ. Error Error Handling Procedure sibility
CPU of IPC Task Daily Poor CPU Software
Manager performance monitoring
team
ITS ITS If error or AGate Software
Administration performance monitoring
problems Log files, Trace files team
Outbound SMQ1 Daily They are data Investigate the cause why there is Software
queue in R/3 in the queue data in the queue monitoring
with dest. IPC team
Regularly monitor the CPU consumption caused by the IPC in order to avoid performance problems
for this business process step. For detailed information on how to monitor the CPU consumption in the
IPC, see SAP Note 372170.
Regularly monitor the outbound queue in the R/3 OLTP system with destination IPC. In normal
conditions, the IPC data loader automatically captures the documents in the queue. If data remains in
the queue, this symptom indicates that the IPC data loader is not working properly
To improve performance in the IPC in general, import the service packs, use the latest IPC.DAT, and
use the latest versions of IPC_SCRIPT_PERSISTENTVARIABLE.HTML and IPC_WEBSCE.FLOW.
If you find error conditions or performance problems, you can also monitor the log files and trace files
on the ITS. For detailed information on how to monitor the ITS, see SAP Note 388198.
?
Are they data in the outbound queue in OLTP with destination IPC? (SMQ1)
Review with an expert IPC consultant if the same R/3 pricing is also allowed in IPC
?
Does the same behavior appear with SAP standard templates?
If these checks did not help, open a SAPNet message for further processing
Roadmap 3.1
Figure 4.1
Monitoring Activities
Monitoring Monitor Monitor Indicator or Monitoring Activity or Respon-
Object TA/Tool Frequ. Error Error Handling Procedure sibility
Performance STAD, Daily Long times Monitor RFC statistics Application
ST05, (>1000 ms per monitoring
ST03 line item) team
Performance EW Performance Monitor processing time and tuning Application
session, problems of performance monitoring
SAP Julep team
trace
Functional SAP Julep Functional Investigate which function modules Application
errors trace errors or HTML templates cause errors monitoring
team
Regularly monitor the RFC response time statistics with the statistical records monitor (transaction
STAD), system workload analysis monitor (transaction ST03) and SQL trace monitor (transaction
ST05) in the CRM server and R/3 OLTP system
If you find performance is critically poor, SAP recommends ordering an EarlyWatch session with a
focus on performance tuning.
To tune performance and analyze functional errors, you might also analyze the SAP Julep trace. To
activate SAP Julep trace, set ~tracedump=1 in the service file. When the trace is finished, set the
parameter back to 0. For more information, see SAP Note 330844. To interpret the results of the trace
there is a special ABAP report: in transaction SE38, run ABAP report
BAMCRM_ITS_TRACEVIEWER. This report is available not only in CRM systems but is included in
every R/3 basis system as of release 4.0.
Escalation Procedures
In situations that may require escalation, contact the system administrator or your business process
owner.
Monitoring Activities
Monitoring Monitor Monitor Indicator or Monitoring Activity or Respon-
Object TA/Tool Frequ. Error Error Handling Procedure sibility
Performance STAD, Daily Long times Monitor RFC Statistics Application
ST05, monitoring
ST03 team
Regularly monitor the RFC response time statistics with the statistical records monitor (STAD), system
workload analysis monitor (ST03) and SQL trace monitor (ST05) in the CRM server and R/3 OLTP
system.
If you find that there are critical performance problems, SAP recommends ordering an EarlyWatch
service with a focus on performance tuning.
Escalation Procedures
In situations that may require escalation, contact the system administrator or your business process
owner.
Monitoring Activities
Monitoring Monitor Monitor Indicator or Monitoring Activity or Respon-
Object TA/Tool Frequ. Error Error Handling Procedure sibility
BDocs SMW01 Daily Red light at Investigate the cause Application
BDoc level monitoring
team
Outbound SMQ1 Daily Queues are Investigate the cause Application
queue stopped monitoring
team
Performance STAD, ST05, Daily Long times Monitor RFC Statistics Application
ST03 monitoring
team
When the shopping basket is saved as wish list, a BDoc is generated. This BDoc transacts with the
application database to request or write data. To ensure a good throughput for this business step, SAP
recommends monitoring the status of BDocs on a daily basis using transaction SMW01. For all BDocs
that are stopped, you should take a corrective action and investigate the cause of the stop.
Use transaction SMQ1 to monitor the data transmission between CRM and R/3 OLTP system. Queues
destined for the OLTP system should be relatively short and quickly processed. Investigate the cause
for any queues in status stopped.
Regularly monitor the RFC response time statistics using the following monitors: the statistical records
monitor (STAD), the system workload analysis monitor (ST03) and the SQL trace monitor (ST05)
both on the CRM server and in the R/3 OLTP system.
Error Handling Procedures
For each BDoc, error handling is maintained in transaction SMW00. For example, you could set up
error handling so that after 10 unsuccessful attempts at processing the BDoc
CONGEN_OBJECT_WRITE, an e-mail is sent to the responsible person. Per BDoc, the number of
executions and action to be taken must be defined. In addition, the required workflow must be set up
in transaction SWU3.
Escalation Procedures
In situations that may require escalation, contact the system administrator or your business process
owner.
Monitoring Activities
Monitoring Monitor Monitor Indicator or Error Monitoring Activity or Respon-
Object TA/Tool Frequ. Error Handling Procedure sibility
BDocs SMW01 Daily Red light at BDoc Investigate the cause Application
level monitoring
team
Queues in SMQ1, SMQ2 Daily Queues are Investigate the cause Application
CRM system stopped monitoring
and R/3 OLTP team
Performance STAD, ST05, Daily Monitor RFC Statistics Application
ST03 monitoring
team
When the shopping basket is saved as an order, a BDoc is generated. This BDoc transacts with the
application database to request or write data. To ensure the normal flow of this business step, SAP
recommends monitoring the status of BDocs on a daily basis using transaction SMW01. For all BDocs
that are stopped, you should take a corrective action and investigate the cause of the stop.
Use transactions SMQ1 and SMQ2 in the CRM and OLTP systems to monitor the data transmission
between CRM and R/3 OLTP. Investigate the cause for those queues in status stopped.
Regularly monitor the RFC response time statistics using the following monitors: the statistical records
monitor (STAD), the system workload analysis monitor (ST03), and the SQL trace monitor (ST05) in
both the CRM server and R/3 OLTP system.
Error Handling Procedures
For each BDoc, error handling is maintained in transaction SMW00. For example, after 10
unsuccessful attempts to process the BDoc CONGEN_OBJECT_WRITE, an e-mail is sent to the
responsible person. Per BDoc, the number of executions and action must be defined. In addition, the
required workflow must be set up in transaction SWU3.
Sales orders with errors:
In the daily operation of your business, the CRM online user handles sales orders that contain errors
and cannot be further processed automatically. In order to find the corrupted orders, search with
transaction CRMD_ORDER in CRM server for sales orders with status contains errors." This finds all
orders that contain errors. For each order, error log data is displayed. If you double click each error
item, you will get more information on why the error happened and what you can do to solve it. For
example, the error log may reveal inconsistencies in data on business partners. Check business
partner mapping with transaction VD03 in R/3 OLTP.
SAP recommends setting a workflow so the corrupted orders receive the necessary post-processing.
Escalation Procedures
In situations that may require escalation, contact the system administrator or your business process
owner.
Search products
IPC
Configure product
3 4
Do payment
check
2
Check availability for
product
(no reservations)
Monitoring Activities
Apart from safeguarding the availability of the system components OLTP System, CRM server, IPC,
index server, ITS and Web server, SAP recommends that you monitor the objects listed in the
following table in order to ensure good performance for the business step Search Products.
index server Performance High response Check whether index server caching is Software
problems time (>1000 activated (see SAP Note 340067) monitoring team
milliseconds)
If there is a high load on the ITS (that is, many Web users) in services ISAB2B and ISAB2C, long
queue times may result from the numerous ITS module calls to the index server (Index Management
Service).
To verify that the problem is caused by the index server, set the trace level of the index server module
provider and then analyze the resulting trace files (see SAP Note 340044). A timeframe of 1000
milliseconds or more for the index server suggests that the bottleneck lies there, depending on the
network topology.
If the "Search Products" process is extremely slow, check the value for the parameter ~tracedump in
the service file ISAB2B.SRVC. If the value is 1, this means that the trace is activated, which is
probably the reason why the process is so slow. In normal operation this parameter must be set to 0.
Error Handling Procedures
Troubleshooting at log on
If the log on in the initial screen does not succeed, this indicates a connection problem between the
ITS and the CRM server. Contact your system administrator and ensure that the connection is working
properly.
Time-out of connection after logging on
After logging on, a new session (content user) is created in the IPC. A probable reason for a time out
of the session at this stage is that the IPC is not responding to the request of the ITS. You can check
this by means of the IPC Monitor application that is included in the IPC directory. Select Command
and then Worker Threads to figure out if IPC is running or not. Typically, restarting the IPC will solve
the problem.
Product inconsistencies
The Internet user notices inconsistencies (incorrect or missing data) where there were previously
none. This may occur if, after an update replication from the product catalog, the ITS cache is not
updated. In order to avoid that the old cache is being used, you must manually reset the cache in the
ITS Administration tool every time an update replication has been done. The frequency with which the
ITS cache is refreshed can be configured in the ITS. As a rule of thumb, plan product catalog
replication to occur at times of low or no activity in the Web shop. In this way, operations in the Web
shop will not be affected while the ITS cache is updated.
Message "IPC errors" in the browser
Typically, errors of this kind appear in the implementation phase, but they may also appear during
production if, for example, HTML templates have been modified, new Support Packages were applied
or you don't have an up-to-date version of MPRSPC.DLL (IPC module provider). Restarting the IPC
should also help. While restarting the IPC, every Web user session will be stopped; therefore this
should preferably only be done in a development or testing environment, and not in a production
environment.
Message "index server errors" in the browser
These error messages are also typical implementation problems, but they may also appear in a
productive installation. To handle these problems, proceed as follows:
Call Internet service IMSTEST. Load the corresponding index of the catalog you want to test. If you
scroll down the browser screen, in the indexes table you will find the message Try a search for
highlighted index: To display the contents of the selected index, click Go.
Process Step Restartability
If necessary, you can restart the index server. However, if you do this during a product catalog
replication from the CRM server to the index server, you can look for possible errors in the system log
of the CRM server.
Escalation Procedures
In situations that may require escalation, contact the system and network administrator.
Monitoring Activities
Apart from safeguarding the availability of the system OLTP System, CRM server, IPC, ITS and Web
server, SAP recommends that you monitor the objects listed in the following table in order to ensure
good performance for the business step Configure products.
Monitoring Monitor Monitor Indicator or Monitoring Activity or Respon-
Object TA/Tool Frequ. Error Error Handling Procedure sibility
CPU of IPC Task Daily Response time CPU Software
Manager > 2500 ms monitoring
team
ITS ITS When there are AGate Software
Administration errors or monitoring
performance Log files, trace files team
problems
To avoid performance problems for this business process step, regularly monitor the CPU
consumption of the IPC. For detailed information on how to monitor the CPU consumption in the IPC,
see SAP Note 372170.
Regularly monitor the ITS when there are errors or performance problems. For detailed information on
how to monitor the ITS, see SAP Note 388198.
? CRM support package matches with IPC support package? (look for SAP Notes)
Implement the same support package level in both CRM server and IPC
Roadmap 2.1
?
Is there data in the outbound queue in OLTP with destination IPC? (SMQ1)
If this check list does not help to solve the problem, open a SAPNet
message to trigger further processing
Roadmap 2.2
Process Step Restartability
If necessary, you can restart the ITS server and IPC server. However, if you do this in a productive
environment, all users being logged at that moment will loose their sessions.
Escalation Procedures
In situations that may require escalation, contact the system administrator or your development team.
The process owner of this process must be aware of any functional and development problems.
Regularly monitor the CPU consumption caused by the IPC in order to avoid performance problems at
this business process step. In SAP Note 372170 you will find detailed information on how to monitor
the CPU consumption in the IPC
Regularly monitor the outbound queue in the R/3 OLTP system with destination IPC. In normal
conditions, the IPC data loader automatically captures the documents in the queue. If data remains in
the queue, this symptom indicates that the IPC data loader is not working properly
To improve performance in the IPC in general, import the service packs, use the latest IPC.DAT, and
use the latest versions of IPC_SCRIPT_PERSISTENTVARIABLE.HTML and IPC_WEBSCE.FLOW.
If there are errors or performance problems, monitor the log files and trace files on the ITS. For
detailed information on how to monitor the ITS, see SAP Note 388198.
?
Are there data in the outbound queue in OLTP with destination IPC? (SMQ1)
Review with an expert IPC consultant if the same R/3 pricing is also allowed in IPC
?
Does the same problem appear with SAP standard templates?
Roadmap 3.1
Escalation Procedures
In situations that may require escalation, contact the system administrator or your development team.
The process owner of this process must be aware of any functional and development problems.
Process Step 4. Create Shopping Basket (IPC Document)
In order to buy the selected goods or to save them for the next visit to the Web Shop, the customer
can add products to the shopping basket. In the B2C scenario, a temporary document is created in the
IPC in order to avoid unnecessary load in the CRM server. Only when the B2C customer decides to
buy is an order actually created in the CRM server.
Monitoring Activities
Monitoring Monitor Monitor Indicator or Monitoring Activity or Respon-
Object TA/Tool Frequ. Error Error Handling Procedure sibility
CPU of IPC Task Daily Long times CPU Software
Manager monitoring
team
ITS ITS If there are AGate Software
Administration error or monitoring
performance Log files, Trace files team
problems
Outbound SMQ1 Daily They are data Investigate the cause why there is Software
queue in R/3 in the queue data in the queue monitoring
with dest. IPC team
Functional SAP Julep If there are Investigate which function Application
errors trace functional modules or HTML templates monitoring
errors cause errors team
To avoid performance problems with this business process step, regularly monitor the CPU
consumption of the IPC. For detailed information on how to monitor the CPU consumption in the IPC,
see In SAP Note 372170.
Regularly monitor the outbound queue in the R/3 OLTP system with destination IPC. In normal
conditions, the IPC data loader automatically captures the documents in the queue. If data remains in
the queue, this indicates that the IPC data loader is not working properly
To improve general performance of the IPC, import the service packs, use the latest IPC.DAT, and
use the latest versions of IPC_SCRIPT_PERSISTENTVARIABLE.HTML and IPC_WEBSCE.FLOW.
If there are errors or performance problems, you can also monitor the log files and trace files on the
ITS. For detailed information on how to monitor the ITS, see SAP Note 388198.
To tune performance and analyze functional errors, you can also analyze the SAP Julep trace. Set
~tracedump=1 in the service file to activate the SAP Julep trace. When finished, set the parameter
back to 0. For more detailed information on setting up this trace, see SAP Note 330844. To help you
interpret the results of the trace, there is a special ABAP program: BAMCRM_ITS_TRACEVIEWER.
Run this program in transaction SE38. This program is part of every basic transport starting from 4.0
and can be used not only in a CRM system but in every R/3 basis system.
If there are serious performance problems, SAP recommends ordering an EarlyWatch session with a
focus on performance tuning.
Monitoring Activities
Monitoring Monitor Monitor Indicator or Monitoring Activity or Respon-
Object TA/Tool Frequ. Error Error Handling Procedure sibility
BDocs SMW01 Daily Red light at Investigate the cause Application
BDoc level monitoring
team
Outbound SMQ1 Daily Queues are Investigate the cause Application
queue stopped monitoring
team
Performance STAD, Daily Long times Monitor RFC Statistics Application
ST05, monitoring
ST03 team
When the shopping basket is saved as wish list, a BDoc is generated. This BDoc transacts with the
application database to request or write data. To ensure the normal flow of this business step, SAP
recommends monitoring the state of BDocs on a daily basis with transaction SMW01. For all BDocs
that are stopped, you should investigate why this happened and take corrective action.
Use transaction SMQ1 to monitor the data transmission between CRM and R/3 OLTP system. Queues
destined for the OLTP system should be relatively short and their processing quick. Investigate the
cause for those queues in status stopped.
Regularly monitor the RFC response time statistics with the following monitors: the statistical records
monitor (STAD), the system workload analysis monitor (ST03) and the SQL trace monitor (ST05)
both in the CRM server and R/3 OLTP system.
Error Handling Procedures
For each BDoc, an error handling procedure is maintained in transaction SMW00. For example, after
10 unsuccessful attempts at processing the BDoc CONGEN_OBJECT_WRITE, an e-mail is sent to
the responsible person. For each BDoc, define the number of executions and action to be taken. The
required workflow must be set up in transaction SWU3.
Escalation Procedures
In situations that may require escalation, contact the system administrator or your business process
owner.
Monitoring Activities
Monitoring Monitor Monitor Indicator or Monitoring Activity or Respon-
Object TA/Tool Frequ. Error Error Handling Procedure sibility
BDocs SMW01 Daily Red light at Investigate the cause Application
BDoc level monitoring
team
Queues in SMQ1, SMQ2 Daily Queues are Investigate the cause Application
CRM system stopped monitoring
and R/3 OLTP team
Performance STAD, ST05, Daily Monitor RFC Statistics Application
ST03 monitoring
team
When the shopping basket is saved as an order, a BDoc is generated. This BDoc transacts with the
application database to request or write data. To ensure the normal flow of this business step, SAP
recommends monitoring the state of BDocs on a daily basis with transaction SMW01. For all BDocs
that are stopped, you should investigate why this happened and take corrective action.
Use transaction SMQ1 and SMQ2 in the CRM and OLTP systems to monitor the data transmission
between CRM and R/3 OLTP. Investigate the cause for those queues in status stopped.
Regularly monitor the RFC response time statistics with the following monitors: the statistical records
monitor (STAD), the system workload analysis monitor (ST03), and the SQL trace monitor (ST05)
both in the CRM server and R/3 OLTP system.
Escalation Procedures
In situations that may require escalation, contact the system administrator or your business process
owner.
Monitoring Activities
Monitoring Monitor Monitor Indicator or Monitoring Activity or Respon-
Object TA/Tool Frequ. Error Error Handling Procedure sibility
Performance STAD, ST05, Daily Long times Monitor RFC Statistics Application
ST03 monitoring
team
Regularly monitor the RFC response time statistics using the following monitors: the statistical records
monitor (STAD), the system workload analysis monitor (ST03) and the SQL trace monitor (ST05) in
both the CRM and R/3 OLTP systems.
If there are critical performance problems, SAP recommends ordering an EarlyWatch session with a
focus on performance tuning.
Monitoring Activities
Monitor interfaces to external payment systems. Define as well for this interface error handling
procedures, restart and recovery procedures.
Further Information
Integration
The Internet Transaction Server (ITS) is the connecting element at Internet level. This means that the
ITS regulates the communication to the following components:
Web server via the HTTP-enabled WGate part of ITS
Backend systems via the RFC-enabled AGate part of ITS
Internet Pricing and Configurator via the IPC module provider (IPC.DAT and MPRSPC.DLL)
Index server via the index server module provider (IMS.DLL)
BDoc
A BDoc can be defined as a set of transaction statements that represent a single logical object (for
example: a sales document).
Use
Every business object that transacts with the application database to request or write data needs a
BDoc. Every business object has its dedicated BDoc.
Structure
A BDoc contains different sets of data partitioned in segments. Segments are mapped to a table where
the mapping defines the relation between the abstraction and the physical database.
A table consists of columns (for data values of the same type) and rows (for data records) where one
or several fields uniquely identify each record.
A BDoc can have different states as shown in the following table.
Sync BDoc BDoc data is same as that present on the R/3 server.
Out of Sync BDoc BDoc data is not updated with the latest data that is on the R/3
server.
Dirty BDoc Modifications are made to a BDoc but are not saved.
Active BDoc Copy of BDoc that is used by transaction layer at run time. This
BDoc is non-editable.
ITS Server
Listed below are SAP Notes that can be applied to common problems with the ITS landscape:
Hardware
SAP Note 0210890: Monitoring NT servers (ITS, ...) using RZ20
SAP Note 0203934: RFCOSCOL for NT servers using a gateway
SAP Note 0370429: ITS Administration: No access to data
ITS HTTP Compression
SAP Note 0321426: SAP Internet Transaction Server (ITS) 4.6D: New Features
ITS Parameters
SAP Note 0375065: ITS: Configuration Parameters
WGate
SAP Note 0354234: WGate load balancing does not distribute load evenly
AGate
SAP Note 0334987: Activating the AGate Performance Monitoring
SAP Note 0399948: Poor performance and high CPU usage on AGate
IPC Server
For detailed information on how to monitor the CPU consumption in the IPC, see SAP Note 372170.