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Opening OSS incident in component CRM-CCI (formerly CRM-BCM*)

Some helpful guidelines and incident templates for opening OSS incident in component CRM-CCI (formerly CRM-BCM*) for SAP Contact Center (formerly SAP BCM) version 7 and up. By following these simple steps the efficiency of incident processing can be greatly increased


Expectation is to always complete the following tasks first:

  • Review the newer release documentation to check if the issue has been fixed in a higher release version: http://help.sap.com/bcm70. (What’s New – Release Notes)
  • Review also the SAP Note section of your Service Pack’s Release Notes to find additional fixes made, alternatively search for hotfixes (SAP Note) and KBAs from the Service Marketplace.

“How to” type questions are best answered by the SAP Contact Center Product documentation, SAP Community Network:  http://scn.sap.com/community/bcm, FAQ (see master note 1867297) or the SAP Contact Center consulting team.


Checklist items for Call, Email, and Chat related issues:

  • Always record the time-frame of the original issue.
  • Set the appropriate SAP Contact Center server log level as:

CEM DebugSecure=0; Debug=9; LogModule.Cem.Level=trace; LogLevel=warning

CD LogModule.Calldispacher.Level=trace, LogLevel=warning

MRS LogLevel=trace

AS LogLevel=trace

CoS LogLevel=trace

SIPBr LogLevel=trace

H323 LogLevel=trace

WebClient LogLevel=trace

***Please refer to SAP note 1753607 on how to set the log level***

  • If the issue occurs in CDT, use start-up parameter http://ip/cdt/?arg=loglevel=5
  • Reproduce the issue, record a detailed procedure, time, CALLID , and take screenshot of the contact from Online Monitoring.
  • Collect the logs for the relevant time frame, and use separate folders for server(s) and client logs.
  • Compress files into zip format, and then rename the zip file in this format: “OSS_Number/Year/Company_Name_1.zip”. Use “_2”, “_3” if SAP Support   Engineers request additional logs.
  • Restore the log levels to save server disk space.
  • Create OSS incident with template for call, email, and chat item related issue, very important to fill ALL information marked in red.


Checklist items for Reporting related issues:

  • Always record the time-frame of the original issue.
  • Screenshot(s) of the affected standard report.
  • Screenshot(s) of the SAP Contact Center Report Administrator, both Administration and DTE logs tab.
  • Screenshot(s) of error in SQL Server Management Studio -> Database Engine -> SQL job history.
  • Collect the latest WDU_DTE log.
  • Compress files into zip format, and then rename the zip file in this format: “OSS_Number/Year/Company_Name_1.zip”. Use “_2”, “_3” if SAP Support Engineers request additional logs.
  • Restore log levels to save server disk space.
  • Create OSS incident with template for report related issue, very important to fill ALL information marked in red.

Checklist items for Integration related issues:


  • Always record the time-frame of the original issue.
  • Try to reproduce the issue in SAP Contact Center standalone first, if issue is reproduced in SAP Contact Center standalone, please refer to “Checklist items for call, email, and chat item related issue”.
  • Set SAP Contact Center server log level as:

CEM DebugSecure=0; Debug=9; LogModule.Cem.Level=trace; LogLevel=warning

CD LogModule.Calldispacher.Level=trace, LogLevel=warning

MRS LogLevel=trace

AS LogLevel=trace

CoS LogLevel=trace

SIPBr LogLevel=trace

H323 LogLevel=trace

WebClient LogLevel=trace

OII UseSecureLogging=False,
LOG_LEVEL=3

***Please refer to SAP note 1753607 on how to set the log level***

  • Enable SAP CRM ICI trace by perform the following actions:

Run transaction SU01

Edit the user

Select the Parameter tag

Add parameter CRM_ICI_TRACELEVEL with value XXX

Save and restart the CRM IC WebClient

  • If the issue occurs in CDT, use start-up parameter http://ip/cdt/?arg=loglevel=5
  • Reproduce the issue, record a detailed procedure, time, CALLID (if available), and take screenshot from Online Monitoring if related to a contact.
  • Collect the above mentioned logs for the relevant time frame, use separate folders for server(s) and client logs.
  • Compress files into zip format, and then rename the zip file in this format: “OSS_Number/Year/Company_Name_1.zip”. Use “_2”, “_3” if SAP Support Engineers request additional logs.
  • Ensure R/3 connection to the CRM system is open and logon credentials are maintained in the Secure Area.
  • Restore log levels to save server disk space.
  • Create OSS incident with template for integration related issue, very important to fill ALL information marked in red.

Template for call, email, and chat item related issues

Title

Insert keywords "Call" or "Chat" or "Email" at the beginning of the title, and then provide a short description of the issue, add "SAPBOX" to the end if attachment size is over 4MB.

Long text

At (original issue time), SAP Contact Center system at XYZ corporation (Version, Support Pack Level, Hotfix level) experienced the following issue: (detailed issue description).

This situation is (production down, imminent go live in danger, production affected but still operational, issue encountered in test or development).

The issue is reproduced at (reproduced time), with test call/email/chat id (test CALLID), the steps to reproduce are as follows (detailed procedure).

High level logs for the time frame have been attached (or request an SAP BOX container link from SAP Support Engineers).

Template for report related issues

Title

Insert keywords "Report" at the beginning of the title, and then provide a short description of the issue.

Long text

At (original issue time), SAP Contact Center system at XYZ corporation (Version, Support Pack Level, Hotfix level) standard report (report name) experienced the following issue: (detailed issue description). The MS SQL version is (detailed version info).

This situation is (production affected but still operational, issue encountered in test or development) (notice that production down and imminent go live in danger does not realistically apply here).

Screenshots and WDU_DTE logs have been attached.

Template for integration related issues

Title

Insert keywords "OII" at the beginning of the title, and then provide a short description of the issue, add "SAPBOX" to the end if attachment size is over 4MB.

Long text

At (original issue time), SAP Contact Center system at XYZ corporation (Version, Support Pack Level, Hotfix level) integrated with (SAP CRM system ID and version) experienced the following issue: (detailed issue description).

This situation is (production down, imminent go live in danger, production affected but still operational, issue encountered in test or development).

The issue cannot be reproduced in SAP Contact Center standalone situation, and is reproduced at (reproduced time), with test agent (agent ID, CRM username), test call/email/chat id (test CALLID), the steps to reproduce are as follows (detailed procedure).

R/3 access to CRM system (system ID) is open, and SAP Contact Center logs have been attached (or request an SAP BOX container link from SAP Support Engineers).

The END

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