6c. Operations Guide for SAP Cloud for Customer with SAP ERP 2

February 2014
SAP Cloud for Customer
Table of Contents
Operations Guide: SAP Cloud for Customer with SAP ERP (3)
1Integration Scenario (4)
2Troubleshooting (7)
2.2
Checking Errors in SAP ERP (8)
2.2.1IDoc List (8)
2.2.2ERP Inbound: Restart Failed IDocs (9)
2.2.3ERP Outbound: Process IDocs with Errors Again (9)
2.2.4Further Checks (9)
2.2.5Lock Issues when Sending Master Data from SAP ERP to SAP Cloud for Customer (10)
2.3
Checking Errors in the Cloud Solution (10)
2.3.1BTM Tasks (10)
2.3.2Communication Arrangements (11)
2.3.3SAP Cloud for Customer Connectivity Check (11)
3Tracking Changes of Data between SAP Cloud for Customer and SAP ERP (13)
3.2
Cloud solution: Information on Account Creation (14)
3.3
Cloud solution: Review Account Changes (14)
3.4
ERP: Display Customer and Review Changes (14)
Matching ERP Customers with Cloud Accounts (16)
3.5
Copyrights, Trademarks, and Disclaimers (17)
Operations Guide: SAP Cloud for Customer with SAP ERP
About this Document
This document contains information that is relevant if you run SAP Cloud for Customer with ERP integration.
Prerequisites
You have set up SAP Cloud for Customer with ERP integration as described in the ERP Integration Guide. Title Location
Integrating SAP Cloud for Customer with SAP ERP /customer-cloud4customer SAP Cloud for Customer November 2013
Target Group
Operating SAP Cloud for Customer with SAP ERP typically means that various roles are involved. The target groups for this guide are, therefore, as follows:
SAP ERP administrators
Cloud administrators
1Integration Scenario
The following graphic illustrates the processes involved in the integration of SAP Cloud for Customer with SAP ERP.
The following tables describe the processes for the integration of SAP Cloud for Customer with SAP ERP, as well as the technology behind these messages or services.
Master Data Integration
Communicati on Scenario/ Arrangement Processes Direction Services used in
Communication Arrangement
Technology Number in
Overview
Diagram
Account Inbound for IDocs Replicatio
n of
Account &
Contact
SAP Cloud
for
Customer
Inbound
Account (IDoc)Asynchronous
IDoc SOAP
Message
1
Replicatio
n of
Account
Address
Account Address(IDoc)Asynchronous
IDoc SOAP
Message
1
Replicatio
n of
Contact
Address
Contact Person Workplace
Address (IDoc)
Asynchronous
IDoc SOAP
Message
1
Communicati on Scenario/ Arrangement Processes Direction Services used in
Communication Arrangement
Technology Number in
Overview
Diagram
Account Outbound for IDocs Replicatio
n of
Account
and
Contact
SAP Cloud
for
Customer
Outbound
Account (IDoc)Asynchronous
IDoc SOAP
Message
1
Replicatio
n of
Account
Address
Account Address(IDoc)Asynchronous
IDoc SOAP
Message
1
Replicatio
n of
Contact
Address
Contact Person Workplace
Address (IDoc)
Asynchronous
IDoc SOAP
Message
1
Material Inbound for IDocs Replicatio
n of
Product
SAP Cloud
for
Customer
Inbound
Material(IDoc)Asynchronous
IDoc SOAP
Message
2
Integration of Transaction Data
Processes Direction Services used in
Communication Arrangement Technology Number in
Overview
Diagram
Opportunity with Sales Order Pricing in ERP Pricing
Request
Bidirectional Request Sales Order Pricing Synchronous
Web Service
3
Opportunity with Customer Quote Processing in ERP Create
Customer
Quote
Request
SAP Cloud
for Customer
Outbound
Create Customer Quote
Request from Opportunity
(IDoc)
Asynchronous
IDoc SOAP
Message
4
Update
Opportun
ity from
Customer
Quote
SAP Cloud
for Customer
Inbound
Update Opportunity from
Customer Quote (IDoc)
Asynchronous
IDoc SOAP
Message
4
Update
Opportun
ity from
Customer
Quote
Request
SAP Cloud
for Customer
Inbound
Update Opportunity from
Customer Quote Request (IDoc)
Asynchronous
IDoc SOAP
Message
4
Processes Direction Services used in
Communication Arrangement Technology Number in
Overview
Diagram
Opportunity with Sales Order Processing in ERP Create
Sales
Order
Request
SAP Cloud
for Customer
Outbound
Create Sales Order Request
from Opportunity (IDoc)
Asynchronous
IDoc SOAP
Message
4
Update
Opportun
ity from
Sales
Order
SAP Cloud
for Customer
Inbound
Update Opportunity from Sales
Order (IDoc)
Asynchronous
IDoc SOAP
Message
4
Update
Opportun
ity from
Sales
Order
Request
SAP Cloud
for Customer
Inbound
Update Opportunity from Sales
Order Request (IDoc)
Asynchronous
IDoc SOAP
Message
4
Sales Document Query in ERP Query
Customer
Quotes
Bidirectional Query Customer Quotes Synchronous
Web Service
5
Query
Sales
Order
Bidirectional Query Sales Orders Synchronous
Web Service
5
2 Troubleshooting
This section describes monitoring tools available in the SAP ERP system as well as error analysis in the SAP Cloud for Customer administrator user interface. These tools serve to monitor communication issues between SAP Cloud for Customer and SAP ERP. The following types of issues can be checked:
Errors When Sending Data from SAP ERP to SAP Cloud for Customer The following types of errors might occur when you send data from SAP ERP to SAP Cloud for Customer using IDoc:
Errors in SAP ERP Outbound
Transaction WE05 in the SAP ERP system displays the IDoc list. If you see IDocs that contain errors in this list, you can check the errors according to the information in section IDoc List of this guide.
Errors in SAP Cloud for Customer Inbound
If IDocs are sent from SAP ERP and cannot be processed in SAP Cloud for Customer, BTM tasks can be raised. You can check the errors according to the information in section BTM tasks of this guide.
Errors When Sending Data from SAP Cloud for Customer to SAP ERP When you send data from SAP Cloud for Customer to SAP ERP, errors related to different objects or actions might occur, such as:
Account and contact data
Pricing request
Request for quote or order
Errors in SAP Cloud for Customer Outbound
If a certain action, such as the request for a quote or the request for an order, cannot be carried out, error messages are displayed directly on the user interface, if one of the following errors occurs: Request for quote or order not possible; opportunity is not consistent
Request for quote or order is already in process; action not possible
Processing type for quote or order not maintained in Business Configuration; action not possible Errors in SAP ERP Inbound
Transaction WE05 in the SAP ERP system displays the IDoc list. If you see IDocs that contain errors in this list, you can check the errors according to the information in section IDoc List of this guide.
Errors in synchronous requests, such as the sales order pricing request, can only be checked in the SAP Cloud for Customer backend system. To analyze errors in the SAP Cloud for Customer backend system, please contact SAP support.
However, if you receive an error in SAP Cloud for Customer when you request pricing information for a product, you can simulate an order in SAP ERP that contains the same information as the opportunity in SAP Cloud for Customer. By doing this, you can find out if a master data problem exists in SAP ERP - for example, if sales data is not maintained for a material.
Checking Errors in SAP ERP
2.1
2.1.1 IDoc List
This section describes how you can check for errors that might occur when you send and receive data in the SAP ERP system.
Procedure
1. In the SAP ERP system, open transaction WE05.
2. Search for requests to verify that communication happened at all.
3. Mark the line containing an IDoc with a red light to display the status message and the error text below
the IDoc list.
4. To view details on the error message, carry out the following steps:
a. Double click the error message.
b. Open the Status records node and double click the entry that contains the error (status number
displayed in red). Further details are displayed on the Sts details tab page.
The following table displays possible errors and gives hints on further checks:
Outbound IDocs
Status/Error Message IDoc
Status
Further Checks to Resolve the Error
Error passing data to port-Problem with SOAP class 02This error can occur for several reasons, such as
missing Web service configuration or a process error in
the Internet Communication framework. Check the
details as described above.
A yellow light might indicate that an IDoc has been created, but has not been sent to the cloud solution,
yet. In this case, check the outbound parameters of the partner profile in transaction WE20. If the output mode is set to Collect IDocs, use the report RSEOUT00 to send the IDocs to the cloud solution.
Inbound IDocs
Status/Error Message IDoc
Status
Further Checks to Resolve the Error
Application document not posted - Material is not defined for sales org. <…>51Maintain the sales organization data for the material and restart the message.
Application document not posted
– Postal code must have length
<…>
51Correct the document in SAP Cloud for Customer.
Application document not posted
– Specify the account group
51Correct the document in SAP Cloud for Customer.
Application document not posted
– Fill all required fields
51Correct the document in SAP Cloud for Customer.
Application document not posted – Sales are does not exist 51Make sure that you only send documents for which the sales organization is maintained in SAP Cloud for
Customer and SAP ERP.
Application document not posted
- The region <…> is not defined
for country <…>
51Correct the document in SAP Cloud for Customer.
Application document not posted
– Invalid key <…> for <…>
51Correct the document in SAP Cloud for Customer.
A yellow light might indicate that an IDoc has arrived in SAP ERP, but has not been posted to the
application, yet.
In this case, check the inbound parameters of the partner profile in transaction WE20. If the inbound option is set to Trigger by background program, use the report RBDAPP01 to send the IDocs to the application.
2.1.2 ERP Inbound: Restart Failed IDocs
In transaction SALE, choose System Monitoring IDoc Processing Update IDocs with Errors and execute the report RBDMANI2. You can use this report to restart inbound IDocs with application errors (status 51). You can also plan the report as a batch job.
2.1.3 ERP Outbound: Process IDocs with Errors Again
In transaction SE38, execute the report RBDAGAIN. You can use this report to restart outbound IDocs with errors. You can also plan the report as a batch job.
If you want to use the report RBDAGAIN, check SAP Note 857321. The corrections contained in this note ensure that IDocs in status 02 are sent by default.
2.1.4 Further Checks
If there is no communication from SAP ERP to SAP Cloud for Customer, you can carry out the following further checks:
RFC Connections (ERP Outbound)
If IDocs are not sent from SAP ERP to SAP Cloud for Customer, you can check whether the RFC Connections are set up correctly.
Connection Test
In transaction SM59, double click the RFC connection used by the IDocs that contains an error. On the RFC Destination <…> screen, choose Connection Test. If the test result is not okay, you can search for further information on the Response Body tab page.
User
If you use basic authentication, make sure that the user you have entered in the RFC connection matches the user of the inbound communication arrangement in the cloud solution.
Checking Services (ERP Inbound)
If there is no communication from SAP Cloud for Customer to SAP ERP, you can carry out the following checks in transaction SICF of the ERP system.
In transaction SICF, check whether the following services are active:
/sap/bc/srt/idoc
/sap/bc/srt/xip/sap/ecc_customerquote006qr
/sap/bc/srt/xip/sap/ECC_SALESORDER009QR
/sap/bc/srt/xip/sap/salesorderpricinginformationqu
If the service is displayed in black, it is active. If it is inactive (displayed in gray), right click the service. From the context menu, choose Activate Service.
To test the service, right click the service. From the context menu, choose Test Service.
In transaction SRTIDOC, check whether the service/sap/bc/srt/idoc has been registered.
2.1.5 Lock Issues when Sending Master Data from SAP ERP to SAP
Cloud for Customer
Prerequisites
You have carried out the steps described in section Create IDocs from Change Pointers and Send IDocs from ERP to the Cloud Solution of the document Integrating SAP Cloud for Customer with SAP ERP. Additional Information
The following issue might occur when your send data: If the DEBMAS_SOD IDoc is still being processed in the cloud solution when the ADRMAS and ADR3MAS IDocs arrive, lock issues might occur. To avoid this, you can create a report that waits for a couple of seconds before the next step is carried out and insert this report as a step between the two runs of RSEOUT00.
The report can look like this:
REPORT zz_wait_additional_seconds.
PARAMETERS:seconds TYPE i DEFAULT10.
WAIT UP TO seconds SECONDS.
The final batch job to collect and send IDocs then contains the following steps:
Number Program Name/Command Parameters
1RBDMIDOC ADRMAS
2RBDMIDOC ADR3MAS
3RBDMIDOC MATMAS_SOD
4RBDMIDOC DEBMAS_SOD
5RSEOUT00STEP1 (MATMAS_SOD, DEBMAS_SOD)
6<user-defined report to wait>
7RSEOUT00STEP2(ADRMAS, ADR3MAS)
Checking Errors in the Cloud Solution
2.2
2.2.1 BTM Tasks
Process Communication Errors
A process communication error can occur if the system cannot process the communication between business documents. When an error occurs, the data in the business documents is not consistent.
1. In the Application and User Management work center, choose Process Communication Errors.
Initially, the list displays open errors with tasks. You can read further information about this task in the Description box.
2. To set yourself as processor, choose Take Over Task.
3. To view a detailed description of the error as well as a proposed solution, choose Edit.
4. If you want to maintain further information, such as notes or attachments, or forward the task to others,
choose Task Details.
5. To display errors with incidents, choose Open Errors with Incidents.
Business Communication Monitoring
Business communication monitoring allows you to monitor the communication status of business documents that are sent to, or received from, business partners, including the SAP ERP system.
1. In the Application and User Management work center, choose Business Communication
Monitoring.
Initially, the list displays all messages with errors.
2. Search for messages that are related to your SAP ERP system. The technical ID of the SAP ERP
system is displayed in the Business Partner / Communication System column.
On the Message Details tab page, you can read further information about this error message.
The following table displays a list of possible errors and gives hints on further checks:
Possible Errors Further Checks to Resolve the Error
Code List Mapping for external data type <…> missing.In the activity list of the cloud business configuration work center, check whether code list mapping has been maintained for the data type mentioned in the error message.
Error while processing inbound third party communication.Check the details of the error message on the Process Communication Error screen.
Exception: Error in runtime cardinality for BO CUSTOMER, Node If this error occurs, when you send customer data from SAP ERP to the cloud solution, check whether you have maintained more data in SAP ERP than supported by the cloud solution. For example, you might have maintained a business address as well as a personal address, but only business addresses are exchanged.
2.2.2 Communication Arrangements
If there is no communication at all between SAP Cloud for Customer and SAP ERP, and the error cannot be resolved in the SAP ERP system, check whether communication arrangements are maintained in SAP Cloud for Customer as described in the document Integrating SAP Cloud for Customer with SAP ERP.
2.2.3 SAP Cloud for Customer Connectivity Check
Purpose
The SAP Cloud for Customer connectivity check is triggered automatically, if ERP integration is in scope. It runs periodically in the background and checks connectivity settings between the cloud solution and SAP ERP, such as the following:
General system availability
Availability of endpoints in SAP ERP
Missing authorizations
Errors in communication arrangements
The following scenarios might be affected:
Opportunity to customer quote request
Opportunity to sales order request
Sales order pricing request
Query sales order details
Query customer quote details
Exchange of account master data
Depending on the error, one of the following key user incidents is raised by the system: Connection to SAP ERP failed due to an authorization error
Connection to SAP ERP failed due to an inactive service
Connection to SAP ERP failed due to a wrong URL access path
Connection to SAP ERP failed
The error type is mentioned in the Subject column of the incident. If errors are resolved, the system automatically changes the status of the incident to completed during the next run of the connectivity check. Procedure
In the Application and User Management work center under Incidents and Service Tasks, choose Incidents.
From the Show dropdown box, choose the incidents you want to view, for example New Incidents or All Incidents.
To view detailed information on an incident, click the Incident ID.
3 Tracking Changes of Data between
SAP Cloud for Customer and SAP
ERP
This section describes how to determine who is responsible for changes of data that occurred in either SAP ERP or the cloud solution.
As an example, it describes how to track changes that occurred for an account in SAP Cloud for Customer that is replicated to SAP ERP. The following diagram illustrates additional examples of data integration between SAP Cloud for Customer and SAP ERP.
Remarks
The SAP Cloud for Customer business user creates and changes data on the SAP Cloud for Customer specific user interface (UI).
The steps in the subsequent sections describe the navigation in the administrator UI, which is available to the key user.
The existing synchronous pricing service and query services are not relevant for the tracking of changes. These services are only used to read data from SAP ERP, not to store changes in a persistent form.
Example Scenario: SAP Cloud for Customer - Account Replication -Tracking Changes
3.1
Cloud solution: Information on Account Creation
After an account has been created in SAP Cloud for Customer, the creation user is visible on the preview pane of the Accounts Object Work List (OWL) of the administrator UI. To display this information, proceed as follows.
Procedure
1. Choose Account Management Accounts, then search for the relevant account.
2. To display the preview pane, mark the line of the relevant account.
Result
The Created By field is displayed in the lower right corner of the screen.
3.2
Cloud solution: Review Account Changes
After an account has been changed in SAP Cloud for Customer, the user who changed the account and the values that were changed appear on the Changes tab page of the relevant account. To display this information, proceed as follows.
Procedure
1. Choose Account Management Accounts.
2. Open the account and choose View All.
3. Choose Changes.
4. If required, enter filter criteria for your search.
5. Choose Go.
Result
You can view the user who changed the data, as well as the values that were changed.
3.3
ERP: Display Customer and Review Changes
Use
The following procedure describes how to determine which user changed customer data that exists in SAP ERP. The following options are available:
If the data was changed directly in the SAP ERP system, the user who performed the changes is displayed.
If the customer (account) was changed in SAP Cloud for Customer and replicated to SAP ERP, different users can be displayed, depending on the IDoc processing logic maintained in the ALE partner profile per IDoc message type for ERP inbound communication. Additional information is provided below. Procedure
1. In the SAP ERP system, execute transaction XD03 and use the input help to search for the relevant
customer.
Bear in mind that the IDs of customers and accounts differ between SAP ERP and SAP Cloud for
Customer. For information on how to match customers in SAP ERP with cloud accounts, see the section Matching ERP Customers with Cloud Accounts, located below.
2. On the Display Customer: General Data screen, choose Environment Account Changes All
Fields.
3. Choose All Changes.
4. Double-click on the field that was changed (for example Name), then choose.
Result
The user who changed the data is displayed in the Details dialog box.
If the customer (account) was changed in SAP Cloud for Customer, you must review the SAP Cloud for Customer system to determine which business user changed the customer data. For additional
information, see the section Cloud solution: Review Account Changes, located above.
Different approaches are available to associate the user who changed data in SAP ERP with the SAP Cloud for Customer system. These approaches are based on the IDoc processing logic maintained in the ALE partner profile per IDoc message type for ERP inbound communication. In this case, direct processing is possible, as well as batch processing. Direct processing of IDocs is usually maintained for transaction data, while batch processing is usually maintained for master data.
Direct Processing
For direct IDoc processing, the change user is represented by the system user that was used for the remote call from SAP Cloud for Customer to SAP ERP, as maintained on the communication
arrangement UI for the outbound communication arrangement.
To determine the user in the communication arrangement of the cloud solution, proceed as follows:
1. In the cloud solution, choose Application and User Management Communication
Arrangements.
2. Choose the relevant outbound communication scenario.
3. Choose View All.
4. Choose Technical Data.
The user is displayed in the User ID field of the Outbound Communications: Basic Setting screen area.
Batch Processing
For IDoc processing in batch, the change user is associated with the user that scheduled the batch job.
This user is also displayed in the inbound IDoc containing the data change. To navigate to the relevant IDoc directly from the customer, proceed as follows:
1. On the Display Customer: General Data screen, choose System Services for Object.
2. Choose Display relationships.
3. The Service: Relationship dialog box displays all IDocs related to this customer. Double-click on
the latest incoming IDoc to display its status details.
4. Double-click on the status record 53 -Application document posted.
The user name is displayed on the Logging tab page.
The creation user of the respective IDoc is still the remote user that was maintained in the
communication arrangement of the cloud solution. You can check this user on the Logging tab page of the status record 50 –IDoc added.
The batch job (for example a variant of report RBDAPP01) may be scheduled per sending
communication partner, thereby allowing for differentiation of batch users per remote system:
3.4
If you are not sure which SAP ERP account represents which SAP Cloud for Customer account, you can determine the SAP Cloud for Customer Account ID from the SAP ERP Account ID (and vice versa) using the ID Mapping component in the cloud solution.
Procedure
1. In the Application and User Management work center, under Input and Output Management, choose
ID Mapping for Integration.
2. Click Edit ID Mapping for Integration.
3. From the Mapping Of dialog box, choose Accounts.
4. In the Business Instance ID field, use the input help to select the ID of your SAP ERP system.
5. In the External ID field, enter the ID of the customer as it is used in the SAP ERP system.
If you know the cloud ID of the account and want to determine the ERP ID of the customer, simply leave the External ID field blank. You can later use the filter function to search for the cloud account in the resultant account list.
6. Choose Go.
Result
The ID used in the cloud solution is displayed in the ID field and can be used both to search for the account in the cloud solution and to review the data changes, as described in the section Cloud Solution: Review
Account Changes, located above.
Copyrights, Trademarks, and Disclaimers
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