SAP_CRM_monitoring

BestPractice:mySAPCRMMonitoring©2002SAPAG1mySAPCRMMonitoringBestPracticeforSolutionManagementVersionDate:November2002ThenewestversionofthisBestPracticecanalwaysbeobtainedthroughtheSAPSolutionManagerCRM3.0ContentsApplicability,GoalsandRequirements_________________________________________________________31.1GoalofUsingthisService___________________________________________________________31.2StaffandSkillsRequirements_______________________________________________________31.3ExampleofaBusinessScenario______________________________________________________32BestPracticeProcedureandVerification___________________________________________________62.1PreliminaryTasks_________________________________________________________________62.1.1MonitoringConcepts____________________________________________________________62.2Procedures______________________________________________________________________102.2.1R/3Back-EndSystemMonitoring________________________________________________102.2.2CRMServerMonitoring________________________________________________________152.2.3FieldSalesSpecificMonitoring__________________________________________________232.2.3.1CRMServer________________________________________________________________232.2.3.2CommunicationStation_______________________________________________________252.2.3.3MobileClientMonitoring_____________________________________________________282.2.4InteractionCenterSpecificMonitoring_____________________________________________292.2.4.1CRMServer________________________________________________________________292.3Verification_____________________________________________________________________312.3.1MiddlewarePortal–SMWP_____________________________________________________322.3.2MonitoringCRMOutboundQueues–SMQ1________________________________________332.3.3QOUTScheduler–SMQS______________________________________________________362.3.4MonitoringCRMInboundQueues–SMQ2_________________________________________372.3.5SchedulerStatus–SMQR_______________________________________________________392.3.6TRFCMonitoring–SM58______________________________________________________402.3.7MonitoringtheMiddlewareMessageFlowStatistics–SMWMFLOW____________________412.3.8CheckFlowDefinitions–SMO8FD_______________________________________________422.3.9MiddlewareTrace_____________________________________________________________432.3.10MonitorRequest–R3AR3______________________________________________________432.3.11MonitorInitialLoad–R3AM1___________________________________________________432.3.12MonitoringtheReplication&RealignmentQueues–SMOHQUEUE____________________442.3.13QueueInformationforCRMMobileSites–SMWMQUEUES__________________________452.3.14CommunicationMonitor–SMWMCOMM_________________________________________462.3.15MessageRecovery–CMWQ____________________________________________________472.3.16DCOMConnectorMonitor______________________________________________________472.3.17CommunicationStationLogFile:TransferService.Log________________________________482.3.18WindowsPerformanceMonitor__________________________________________________492.3.19SAPConnectMonitor–SCOT___________________________________________________502.3.20SAPPhoneAdministration–SPHB_______________________________________________51BestPractice:mySAPCRMFieldSalesMonitoring©2002SAPAG22.3.21InternetCommunicationManagerMonitor–SMICM_________________________________522.3.22GatewayMonitor–SMGW_____________________________________________________532.3.23R/3BufferMonitor–ST02______________________________________________________532.3.24WorkloadMonitor–ST03N_____________________________________________________532.3.25DatabasePerformanceAnalysis–ST04____________________________________________542.3.26OperatingSystemMonitor–ST06________________________________________________552.3.27LocalandSystem-WideWorkProcessOverview–SM50/SM66_______________________552.3.28DisplayStatisticalRecords–STAD_______________________________________________562.3.29ABAPDumpAnalysis–ST22___________________________________________________562.3.30SystemLog–SM21___________________________________________________________572.3.31UpdateErrorMonitor–SM13___________________________________________________582.4Troubleshooting__________________________________________________________________592.4.1ProblemsduringDataExchange__________________________________________________592.4.1.1ErrorDetectioninDeltaDownload______________________________________________592.4.1.2ErrorDetectioninInitialDownload_____________________________________________652.4.1.3ErrorDetectioninUpload_____________________________________________________682.4.2ProblemswithE-MailSending(OutboundDirection)_________________________________712.4.3CRMServerPerformanceproblemsorhighI/Oloadduetoexcessivetracesandlogsbeingwritten722.4.4Masschangesofdata(creating,changing)ontheOLTPsystemleadstoreducedsystemperformance__________________________________________________________________________742.4.5Performance