CRM WCEM

Application Operation GuideSAP Web Channel Experience Management 2.0Target Audience Consultants Administrators

CUSTOMERDocument version: 1.4 2013-03-19

Document History

CAUTIONBefore you start the implementation, make sure you have the latest version of this document. You can find the latest version at the following location: http://service.sap.com/wec-inst or http://service.sap.com/instguides.

The following table provides an overview of the most important document changes:Version Date Description1.0 2012-04-23 Initial version1.1 2012-06-21 Added sections 4.7 User Management and 4.8 Printing.1.2 2012-07-18 Added section 4.3 Project Stage.1.3 2012-07-23 Added personalization data archiving objects to section 3.2.5 Data Growth and

Data Archiving Models.1.4 2013-03-19 Corrected navigation path to the administration page in sections 3 Monitoring of

SAP Web Channel Experience Management and 8.3 Support Access to Web Channel Administration Area.

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Table of Contents

Chapter 1 Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51.1 About This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51.2 Global Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51.3 Related Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Chapter 2 Technical System Landscape . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72.1 System Landscape and Scenario/Component Matrix . . . . . . . . . . . . . . . . . . . . . 72.2 Related Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Chapter 3 Monitoring of SAP Web Channel Experience Management . . . . . . . . . . . . 93.1 Alert Monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93.1.1 Monitoring Installation and Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93.1.2 Component-Specific Monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103.2 Detailed Monitoring and Tools for Problem and Performance

Analysis . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113.2.1 Trace and Log Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113.2.2 Workload Monitors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123.2.3 Other Important Problem Analysis and Monitoring Tools . . . . . . . . . . . . . . . 123.2.4 Interface Monitors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143.2.5 Data Growth and Data Archiving Models . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Chapter 4 Management of SAP Web Channel Experience Management . . . . . . . . . . 174.1 Starting and Stopping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174.2 Software Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174.3 Project Stage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184.4 Administration Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184.5 Backup and Restore . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184.6 Periodic Tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194.7 Load Balancing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214.8 User Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 224.9 Printing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

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Chapter 5 High Availability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 235.1 High Availability Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 235.2 Configuring Web Channel Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 245.3 Unplanned Downtime . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 245.4 Planned Downtime . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Chapter 6 Software Change Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 256.1 Transport and Change Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 256.2 Exporting and Importing of Application Data . . . . . . . . . . . . . . . . . . . . . . . . . 256.3 Uploading Updated Web Channel Application Templates to the Java EE

Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 266.4 Creating and Deploying Customer-Specific Web Channel Application

Templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 276.5 Development Requests and Development Release Management . . . . . . . . . . . 276.6 Support Packages and Patch Implementation . . . . . . . . . . . . . . . . . . . . . . . . . 286.7 Non-Transportable Changes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Chapter 7 Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Chapter 8 Support Desk Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 338.1 Remote Support Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 338.2 Support Access to Web Channel Builder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 338.3 Support Access to Web Channel Administration Area . . . . . . . . . . . . . . . . . . . 338.4 Problem Message Handover . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

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1 Getting Started

CAUTIONThis guide does not replace the daily operations handbook that we recommend customers create for their specific production operations.

1.1 About This GuideThis guide provides a starting point for managing your SAP applications and maintaining and running them optimally. It contains specific information for various tasks and lists the tools that you can use to implement them. It also provides references to the documentation required for these tasks, you may also need other guides such as the Master Guide, Technical Infrastructure Guide, or SAP Library documentation.Target groups of this guide are as follows: Technical consultants System administrators Solution consultants Business process owners Support specialists

1.2 Global DefinitionsBusiness ScenarioFrom a micro-economic perspective, a business scenario is a cycle comprising several different interconnected logical processes in time. Typically, a business scenario includes several company departments and involves other business partners. From a technical point of view, a business scenario needs at least one SAP application (SAP ERP, SAP SCM, or others) for each cycle and possibly other third-party systems. A business scenario is a unit that can be implemented separately and reflects the customers prospective course of business.

ComponentA component is the smallest individual unit considered within the Solution Development Lifecycle; components are separately produced, delivered, installed, and maintained.

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SAP ApplicationAn SAP application is an SAP software solution that serves a specific business area, such as SAP ERP, SAP CRM, SAP PLM, SAP SRM, and SAP SCM.

1.3 Related InformationThe following table contains links to information relating to the Application Operation Guide.Content Location on SAP Service MarketplaceGuides, such as Master Guide, Installation Guide, or Application Operations Guide, for all SAP applications

http://service.sap.com/instguides

Guides for SAP Web Channel Experience Management

http://service.sap.com/wec-inst

Related SAP Notes http://service.sap.com/notesSupported Platforms http://service.sap.com/platformsNetwork Security http://service.sap.com/securityguide

http://service.sap.com/networkSAP Solution Manager http://service.sap.com/solutionmanager

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2 Technical System Landscape

2.1 System Landscape and Scenario/Component MatrixThe Master Guide for SAP Web Channel Experience Management contains information about the technical system landscape and the technical components needed for a specific scenario. For more information, see the Master Guide on SAP Service Marketplace at http://service.sap.com/wec-inst.

2.2 Related DocumentationOther information sources available for SAP Web Channel Experience Management include the following:

Topic Guide/ToolQuick Link on SAP Service Marketplace

Sizing Quick Sizer Tool http://service.sap.com/sizingSecurity Security Map

Security Guidehttp://service.sap.com/security

Application-specific and Industry-specific components such as SAP CRM or SAP ERP

Technology components such as SAP NetWeaver, scalability, and high availability

Master Guide http://service.sap.com/instguides

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This page is left blank for documents that are printed on both sides.

3 Monitoring of SAP Web Channel Experience Management

Monitoring is an essential task in the management of SAP Technology. For more information about administering SAP NetWeaver AS Java, see Administering Application Server Java: http://help.sap.com/saphelp_nw73/helpdata/en/a7/028e3efacb4e81b7625f8c06e32c49/frameset.htm.For each deployment unit of SAP Web Channel Experience Management, an administration page is available. This page has several views for monitoring, session tracing, and Computing Center Management System (CCMS). The page is protected by security constraints in web.xml and can only be accessed with a UME logon on the Java application server. The user role has to be a role that is maintained as a context parameter in web.xml.

Figure 1: Context Parameter for User Role

You can start the administration page using the following URL: http://://com.sap.common/adminStartPage.jsf.

3.1 Alert MonitoringProactive, automated monitoring is the basis for ensuring reliable operations for your SAP system environment. SAP gives you recommendations and provides you with the infrastructure required for an alert monitoring setup that recognizes critical situations for SAP Web Channel Experience Management as quickly as possible.

3.1.1 Monitoring Installation and SetupSAP Web Channel Experience Management is based on SAP NetWeaver technology, and reuses SAP NetWeaver monitoring tools such as the CCMS. For more information, see SAP Library for SAP NetWeaver on SAP Help Portal at http://help.sap.com/nw73:

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Monitoring in the CCMS: http://help.sap.com/saphelp_nw73/helpdata/en/49/073e674cab209ce10000000a42189d/frameset.htm

Alert Monitor: http://help.sap.com/saphelp_nw73/helpdata/en/45/7e37da91530dece10000000a11466f/frameset.htm

Monitoring: http://help.sap.com/saphelp_nw73/helpdata/en/48/bc10cca70a0611e10000000a42189b/frameset.htm

You can use the external tool Wily Introscope for more complex tracing activities within the SAP Java environment. Install Wily Introscope Java Agent, connect to Wily Introscope Enterprise Manager and use the Web Channel probes. For more information, see the Wily Introscope documentation available on SAP Service Marketplace at http://service.sap.com/diagnostics.

3.1.2 Component-Specific MonitoringCCMS serves as the general monitoring tool for SAP Web Channel Experience Management. The following table contains information about the monitors that the various Web Channel components use:Application Server Java (AS Java)

Administration: http://help.sap.com/saphelp_nw73/helpdata/en/62/d678c5330a4992bc6fe927e6137c9d/frameset.htmMonitoring: http://help.sap.com/saphelp_nw73/helpdata/en/48/bc10cca70a0611e10000000a42189b/frameset.htmUser Management of the Application Server Java: http://help.sap.com/saphelp_nw73/helpdata/en/45/b90177cf2252f8e10000000a1553f7/frameset.htm

SAP CRM For more information, see the relevant operations guide on SAP Service Marketplace at http://service.sap.com/crm-inst.

SAP ERP For more information, see the relevant operations guide on SAP Service Marketplace at http://service.sap.com/erp-inst.

SAP NetWeaver Master Data Management (MDM)

Monitoring of SAP NetWeaver MDM: http://help.sap.com/saphelp_nwmdm71/helpdata/en/45/aff1757f712735e10000000a155369/frameset.htm

To monitor the availability of the SAP Web Channel Experience Management application and the modules, you execute the CCMS test for the relevant module. This SAP Java Connector (JCo) module test performs a JCo ping to the corresponding back-end system to check its availability.To enable CCMS testing for all modules, proceed as follows:1. Start the administration page and navigate to the CCMS Heartbeat Configuration tab.

All applications installed on the Java engine as well as the modules that have defined tests are displayed there.

2. Select the test you want to run.3. Generate and download the xml file in the CCMS application on your Java Engine.4. Start transaction GRMG.

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5. Upload the scenario to your xml file as a new scenario.6. Choose Start/ Stop to execute the scenario.7. Start transaction RZ20 to display the results.8. Choose SAP CCMS Monitor Templates Availability and Performance Overview .

Test results are indicated by the appropriate traffic light and in a text message.For more information about SAP Java Connector, see SAP Service Marketplace at http://service.sap.com/connectors SAP Java Connector Tools and Services .

3.2 Detailed Monitoring and Tools for Problem and Performance Analysis

SAP Web Channel Experience Management is based on SAP NetWeaver AS Java. For more information about administering and monitoring AS Java, see Administration: http://help.sap.com/saphelp_nw73/helpdata/en/62/d678c5330a4992bc6fe927e6137c9d/frameset.htm and Monitoring: http://help.sap.com/saphelp_nw73/helpdata/en/48/bc10cca70a0611e10000000a42189b/frameset.htm.

3.2.1 Trace and Log FilesTrace files and log files are essential for problem analysis.SAP Web Channel Experience Management uses the standard logging infrastructure of SAP NetWeaver AS Java and the respective back end. Log files

Log files are written whenever the database system and database tools are in operation. To ensure the stable and error-free operation of the system, you need to check logs for error messages on a regular basis.

Trace filesTraces help you locate errors more efficiently. You can use traces to obtain detailed information about actions of the database system, the process flow and methods called for the entire application. When a trace is being written, performance can decline. To guarantee optimal performance, switch off a trace once the actions necessary for an analysis have been logged.

The Log Viewer tool allows you to view all log and trace messages that are generated in the entire SAP NetWeaver system landscape. You can access the Log Viewer tool via the URL http:///nwa/logs.For more information, see Monitoring and Displaying Log Files: http://help.sap.com/saphelp_nw73/helpdata/en/48/bb6edff5fe307be10000000a42189b/frameset.htm.For information about log files and traces with MDM, see the MDM Console Guide: http://help.sap.com/saphelp_nwmdm71/helpdata/en/4b/71608566ae3260e10000000a42189b/MDMConsole71.pdf.

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Log ControllersThe category log controller is an object that stores and emits messages related to specific problem areas. The following categories are relevant for SAP Web Channel Experience Management:

ApplicationIssue CategoryBackup /Applications/Common/BackupArchiving /Applications/Common/ArchivingResource /Applications/Common/ResourcesSecurity /Applications/Common/SecurityFailover /Applications/Common/FailoverInfrastructure /Applications/Common/InfrastructureConfiguration /Applications/Common/ConfigurationPerformance /Applications/Common/PerformanceUI /Applications/Common/User_InterfaceBusiness /Applications/Common/Business_LogicUI Controller /Applications/Common/User_Interface_Controller

FrameworkIssue CategoryBOL /Applications/Common/Infrastructure/WEB_CHANNEL_FRAMEWORK/BOLConfiguration /Applications/Common/Infrastructure/WEB_CHANNEL_FRAMEWORK/CONFIGURATIONPerformance /Applications/Common/Infrastructure/WEB_CHANNEL_FRAMEWORK/PERFORMANCEUI /Applications/Common/Infrastructure/WEB_CHANNEL_FRAMEWORK/USER_INTERFACE

3.2.2 Workload MonitorsSAP Web Channel Experience Management uses the standard SAP NetWeaver workload monitors.For more information, see Workload Monitor (ABAP): http://help.sap.com/saphelp_nw73/helpdata/en/2d/b8be3befaefc75e10000000a114084/frameset.htm and Global Workload Monitor (ABAP and Non-ABAP): http://help.sap.com/saphelp_nw73/helpdata/en/48/1e443cfb06e532e10000000a114084/frameset.htm.

3.2.3 Other Important Problem Analysis and Monitoring ToolsMDM Analysis ToolsFor more information, see the following SAP Notes: 1522125 1543650


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Session TraceCAUTIONSession logging does not always function in a cluster that has more than one server process. To use more than one server process, install an additional instance that contains only one server process to run the Administration page.

On the Administration page, you can create a session trace using the tab Session Logging.You can create a trace file for a session, temporarily switch the severity to DEBUG and download the file when the trace is finished. By default, the UI component and resource handling locations are set back to severity ERROR to make the file more readable. To set these two locations to DEBUG, select the corresponding checkbox in the Session Logging view.You can start the Administration page as follows: http://://com.sap.common/adminStartPage.jsf

RECOMMENDATIONWe recommend tracing only the step in which an error occurred to keep log files from becoming too big. You can start the session trace at any time and you can also start the trace with the application start.

NOTEFor the Administration page and the application that is to be traced, you have to use two different browsers (for example Internet Explorer and Firefox).

Java Performance StatisticsAn overview of Java performance is available in the System Performance Statistics plug-in that is integrated into SAP NetWeaver Administrator (NWA). Using this tool, you can check the most important performance key figures (CPU, memory consumption, and so on). For more information, see System Performance Statistics: http://help.sap.com/saphelp_nw73/helpdata/en/ed/9b96f9de0b407b9a4655ee8885c883/frameset.htm.

Java Session InfoThe Session Management NWA tool can also help analyze Java performance issues. Important performance information is the Longest Response Time and the Allocated Memory. For more information, see Managing Sessions: http://help.sap.com/saphelp_nw73/helpdata/en/5e/2533321f1d4de9b52e7a18eaecf109/frameset.htm.

Java EE 7.30 Java Performance MonitoringThere are tools available with Java EE 7.30 to monitor and analyze performance-related information. For more information, see Monitoring: http://help.sap.com/saphelp_nw73/helpdata/en/8f/25b9e8c0504891885eb94dd09d806e/frameset.htm.


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3.2.4 Interface MonitorsInterface monitors are essential for analyzing problems with interfaces such as RFC, IDoc, and HTTP.Interface Detailed Description Technology usedMDM remote communication Time spent in the remote call from Java server to MDM,as

well as connection pool monitoringHTTP

JCO remote communication Time spent in the remote call from Java server to SAP CRM back end, as well as connection pool monitoring

RFC

3.2.5 Data Growth and Data Archiving ModelsFor data archiving and monitoring data archiving, SAP Web Channel Experience Management uses the standard SAP NetWeaver tools. To archive master data and transactional data, the application uses, above all, the standard existing back-end archiving objects.

NOTETo archive checkout profiles, the standard archiving objects are used, namely CA_BUPA for business partners in SAP CRM and FI_ACCRECV for customers in SAP ERP. If you are using SAP ERP 6.0 EHP5 as back end, you must implement SAP Note 1599316 to be able to archive checkout profiles.

If required, you can set up scheduled jobs in transaction SARA to archive data using the new archiving objects listed in the following table:Archiving Object Archived Data Description PrerequisitesWEC_RATING Ratings and reviews For more information,

see SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm. Choose a release and then Application Help. In SAP Library, choose

SAP Customer Relationship Management

Basic Functions Data Archiving Archiving Ratings and Reviews .

You have configured the authorization object WEC_RATING to control user access to actions related to ratings and reviews.For more information, see SAP Library for SAP Web Channel Experience on SAP Help Portal at http://help.sap.com/wec. Choose a release and then Application Help. In SAP Library, choose SAP Web Channel Experience Management General Functions

Customer Interaction

CRM_GC Gift card accounts and gift card postings

For more information, see SAP Library for SAP CRM on SAP Help Portal at http://help.sap.com/crm. Choose a release and then Application Help. In SAP Library, choose

SAP Customer


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Archiving Object Archived Data Description PrerequisitesRelationship Management

Basic Functions Data Archiving Archiving Gift Cards (CRM_GC) .

WEC_PERS (SAP CRM Back End)

Web shop customer personalization data

For more information, see SAP Library for SAP Web Channel Experience Management on SAP Help Portal at http://help.sap.com/wec. Choose a release and then Application Help. In SAP Library, choose

SAP Web Channel Experience Management

User ManagementArchiving Personalization

Data .

WEC_PERSON (SAP ERP Back End)

For more information, see Technical Information for Data Archiving Monitor: http://help.sap.com/saphelp_nw73/helpdata/en/68/cd9e3822ccc235e10000009b38f8cf/frameset.htm.For periodic tasks required to control data growth (that is to reorganize temporary data), see the section Periodic Tasks in this guide.


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4 Management of SAP Web Channel Experience Management

SAP provides you with an infrastructure to help your technical support consultants and system administrators effectively manage all SAP components and complete all tasks related to technical administration and operation.For more information about the underlying technology, see Operation Work Center: http://help.sap.com/saphelp_nw73/helpdata/en/49/4906896c853659e10000000a42189b/frameset.htm in the documentation of SAP NetWeaver Administrator. This section contains information about how to start, stop, and restart the available Java instances, services that are not core, and the deployed AS Java applications.You can reach the UI to start or stop applications by appending /nwa/start-stop to the URL of your server.

4.1 Starting and StoppingThe Stop Sequence is in reverse order to the Start Sequence.Start and Stop Sequences and ToolsSoftware Component Sequence Tool Detailed DescriptionSAP-WEC 1 SAP Java EE Engine

AdministratorFor more information, see the section Deploy Services in the administration manual of the SAP Java EE Engine.

4.2 Software ConfigurationComponent Configuration Tools Detailed DescriptionSAP-WEC Web Channel Builder The Web Channel Builder application allows you to

configure the Web Channel applications to your needs.For more information, see SAP Library for SAP Web Channel Experience Management on SAP Help Portal at http://help.sap.com/wec. Choose a release and then Application Help. In SAP Library, choose Configuration

Configuring Web Channel Applications (Web Channel Builder) .Internet Communication

Cache images and html files to gain performance and increase system throughput

For more information, see ICM Server Cache: http://help.sap.com/saphelp_nw73/helpdata/en/48/1ef7f8c26a4e73e10000000a42189c/frameset.htm.

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Component Configuration Tools Detailed DescriptionManager (ICM) resources cacheSAP NetWeaver Master Data Management 7.1

MDS Configuration For more information, see the MDM Console guide: http://help.sap.com/saphelp_nwmdm71/helpdata/en/4b/71608566ae3260e10000000a42189b/MDMConsole71.pdf.

MDIS Configuration For more information, see SAP Note 1579835.

4.3 Project StageThe project stage can be used to set up the current state of the Web application in a typical product development life cycle. You can configure the project stage according to JSF 2.0 standard using the following possible values: Development

Debug information and stack trace are displayed if errors occurred. UnitTest

Data for the initialization will be read from XML files. SystemTest Production

This is recommended for the production system, with regards to security and performance.For specific information on product stage configuration for SAP Web Channel Experience Mgmt, see the Development and Extension Guide for SAP Web Channel Experience Management on SAP Service Marketplace at http://service.sap.com/wec-inst, section Runtime Enhancements Project Stage .

4.4 Administration ToolsTransaction Tool Detailed Description PrerequisitesLog viewer The log viewer enables you to access

all log files of SAP NetWeaver AS Java. Since the Web Channel Java components use the logging and tracing functionality of SAP NetWeaver AS Java, the log viewer is used to access their log files, too.

The log viewer is automatically installed with SAP NetWeaver AS Java.

Web Channel Admin Pages (SAP WEC)

4.5 Backup and RestoreYou need to back up your system landscape regularly to ensure that you can restore and recover it in case of failure.

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The backup and restore strategy for SAP Web Channel Experience Management comprises the following: Backup and restore coverage for each component Cross-system data dependencies and handlingYour backup and restore strategy has to: Take into account the SAP systems Be embedded in your business requirements Incorporate your company's entire process flow Cover a disaster recovery process (such as the loss of data due to fire). You must ensure that there

is a separation of storage locations. Otherwise backup devices are lost with the normal data storage.SAP Web Channel Experience Management uses the standard functionality of SAP NetWeaver for AS JAVA backup. For more information, see Technical Operations for SAP NetWeaver: http://help.sap.com/saphelp_nw73/helpdata/en/48/0dd91ad6013d1be10000000a42189d/frameset.htm

4.6 Periodic TasksScheduled Periodic TasksThis section describes all automated periodic tasks required to keep the application running smoothly. Such tasks may be required on component level and are therefore relevant in each scenario that uses the component, whereas other tasks may be relevant for certain business scenarios only. It is important that you regularly monitor the successful execution of these tasks.

Scheduled Periodic Tasks for SAP CRM

Program Name/TaskTask Scheduling Tool

Recommended Frequency Detailed Description

CRM_WEC_PSP_ORDER_UPDATE

CCMS - Jobs Maintenance (Transaction SM37)

Daily Use this program to identify and process incomplete sales and service orders in the SAP CRM back end that Web shop customers create using payment service providers. For more information, see the online documentation for program CRM_WEC_PSP_ORDER_UPDATE.

WFD_TIMESTREAM_SYNC

liveCache scheduler

Every 3 or 4 months

For more information, see SAP Library for SAP Web Channel Experience Management on SAP Help Portal at http://help.sap.com/wec. Choose a release and then Application Help. In SAP Library, choose Configuration Configuring E-Service Configuring Appointment Scheduling for Service Requests .

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Scheduled Periodic Tasks for SAP ERP

Program Name/TaskTask Scheduling Tool


SLS_LPAYSP_DOCUMENT_UPDATE

CCMS - Jobs Maintenance (Transaction SM37)

Daily Use this program to identify and process incomplete sales orders in the SAP ERP back end that Web shop customers create using payment service providers. For more information, see the online documentation for program SLS_LPAYSP_DOCUMENT_UPDATE.

Scheduled Periodic Tasks for AS Java

Program Name/TaskTask scheduling tool


CartCleanupManager Java Scheduler Weekly or monthly (as required)

Use this program to delete carts that are stored in the database of AS Java and that exceed a certain age (number of days). In the task definition, specify the Web shop application ID and the number of days as parameters. Schedule this task only if you have switched on the Java Cart in the configuration settings of the Sales Transactions module in Web Channel Builder.For more information, see SAP Library for SAP Web Channel Experience Management on SAP Help Portal at http://help.sap.com/wec. Choose a release and then Application Help. In SAP Library, choose Configuration Configuring E-Commerce Removing Obsolete Shopping Carts .

WishListCleanupManager

Java Scheduler Weekly or monthly (as required)

Use this program to delete the wish lists of users who are no longer active in the Web shop from the AS Java database. In the task definition, specify the Web shop application ID and the number of days since a customer's last visit to the Web shop after which they are considered inactive. Schedule this task only if you have switched on the Java Cart in the configuration settings of the Sales Transactions module in Web Channel Builder.For more information, see SAP Library for SAP Web Channel Experience Management on SAP Help Portal at http://help.sap.com/wec. Choose a release and then Application Help. In SAP Library, choose Configuration Configuring E-Commerce Removing Obsolete Wish Lists .

Required Manual Periodic TasksA manual periodic task is defined as a task that must be triggered manually every time you want to execute it, and that must be triggered regularly. Tasks may be required on component level and are therefore relevant in each scenario that uses the component whereas other tasks may be relevant for

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certain business scenarios only. It is important that you regularly monitor the successful execution of these tasks.

Required Manual Periodic Tasks for SAP NetWeaver MDM

Program Name/Task Task toolRecommended Frequency Detailed Description

Synchronize Slave Repository

SAP NetWeaver MDM Console

Daily (as required) If your SAP NetWeaver MDM landscape is set up using a master / slave model then you must update the slave repositories with the latest data and schema changes from the master repository. To do so, right-click on the slave and choose Synchronize Slave. You can also schedule synchronizations by running the CLIX command repSynchronize from a batch file.

NOTEThe versions of SAP NetWeaver MDM installed on the master and slave must be the same to synchronize.

RECOMMENDATION Define a wait period to apply

between master changes when launching the synchronizationThe slave repository is unavailable to the Web shop when you synchronize. During this wait period the repository is available again.

Synchronize during scheduled downtimes.Synchronizing can require the slave repository to automatically be stopped.

For more information, see the MDM Console Guide for SAP NetWeaver Master Data Management on SAP Service Marketplace at http://service.sap.com/netweaver.

4.7 Load BalancingSAP Web Channel Experience Management uses Java server standard load balancing. For more information about cluster and load balancing with AS Java, see Cluster and Load Balancing (AS Java): http://help.sap.com/saphelp_nw73/helpdata/en/44/fea92cda132462e10000000a1553f7/frameset.htm.Web Channel applications implement load balancing to a cluster of MDM servers.Once a session is created, it is connected to an MDM instance and remains connected to it (no switch during work), unless the instance where load balancing was initially carried out becomes unavailable.

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When the concrete MDM instance is unavailable, the Web Channel application becomes unresponsive. When the user refreshes the application, a new connection is established using an available instance/server. To reduce the time required for the session to realize that it needs to switch repositories, set the property Socket Read Timeout MS=0 in MDS.ini.

4.8 User ManagementSAP Web Channel Experience Management uses the standard functionality of SAP NetWeaver for user management. For more information, see User Administration: http://help.sap.com/saphelp_nw73/helpdata/en/06/371640b7b6dd5fe10000000a155106/frameset.htm.For specific information on user management for SAP Web Channel Experience Management, see SAP Library for SAP Web Channel Experience Management on SAP Help Portal at http://help.sap.com/wec. Choose a release and then Application Help. In SAP Library, choose SAP Web Channel Experience Management User Management .For specific information on authorization objects for SAP Web Channel Experience Management, see the Security Guide for SAP Web Channel Experience Management on SAP Service Marketplace at http://service.sap.com/wec-inst.

4.9 PrintingSAP Web Channel Experience Management uses the standard printing functionality of the supported browser types. You can find an overview of the supported browser types in the Product Availability Matrix on SAP Service Marketplace at https://service.sap.com/pam.

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5 High Availability

Availability is an essential aspect of an operational system. To increase system availability, planned or unplanned downtime has to be kept to a minimum.SAP Web Channel Experience Management is based on SAP NetWeaver, and benefits from the high availability and scalability ensured by the NetWeaver architecture. This includes virtualization, redundancy, load balancing, synchronization, robustness, and isolation of single points of failure.

5.1 High Availability SetupThe SAP Web Channel Experience Management system landscape consists of several components. To achieve high availability for the complete application, set up all the components you use with high availability.The following list tells you where you can find information about high availability setup by component, and single points of failure for each component. There are no additional steps you need to perform to achieve high availability for SAP Web Channel Experience Management. SAP NetWeaver AS Java

For more information about SAP high availability and SAP NetWeaver AS Java high availability, see SAP High Availability: http://help.sap.com/saphelp_nw73/helpdata/en/45/1815fad1590067e10000000a1553f7/frameset.htm.

SAP CRMFor more information, see the section High Availability of the relevant operations guide on SAP Service Marketplace at http://service.sap.com/crm-inst.

SAP ERPFor more information, see the section High Availability of the relevant operations guide on SAP Service Marketplace at http://service.sap.com/erp-inst.

SAP NetWeaver Master Data Management 7.1For more information, see High Availability: http://help.sap.com/saphelp_nwmdm71/helpdata/en/48/6a2f1901a907bee10000000a42189d/frameset.htm.

RECOMMENDATIONWhen you configure the application using Web Channel Builder, we recommend that you use the master/slave landscape for MDM and the slave repository to display the product catalog.

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5.2 Configuring Web Channel ApplicationsProcedure1. Access the application in Web Channel Builder.2. Choose Application Active Configuration .3. Make a copy of your active configuration.4. Choose the tab Pending Configuration and select the backed up configuration.5. Select the application module Catalog.6. Provide the IP address of your MDM servers by separating individual entities with a vertical slash.

5.3 Unplanned DowntimeUnplanned downtime means that a system cannot be used for normal productive operations due to an unforeseen failure in hardware or software components.Any one of the components configured in your system landscape could be a single point of failure. This includes the Java EE Engine, SAP NetWeaver MDM, SAP CRM, SAP ERP, IPC, and LDM. For more information about unplanned downtimes, see the high availability documentation listed above.When a serious problem occurs due to a system failure in any component or software layer, the application terminates the active session. Data such as shopping cart information, or changes in personal settings, unless explicitly saved, is lost.Users must log on to the Web shop again, repeat the tasks or activities performed in the terminated session, and save their changes.

5.4 Planned DowntimePlanned downtime is time designated for scheduled maintenance and upgrade of a system. During this time, the system cannot be used for normal productive operations.For more information about unplanned downtimes, see the high availability documentation listed above.To help minimize downtime, SAP offers the SAP Downtime Assessment service, in which SAP experts analyze your upgrade project from the perspectives of runtime and downtime. For more information about the SAP Downtime Assessment service, see SAP Service Marketplace at http://service.sap.com/upgradeservices.

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6 Software Change Management

6.1 Transport and Change ManagementThis section describes how to apply changes to the software and transport them in a customer landscape.Transportable changes and nontransportable changes are handled differently.Transportable changes are changes to files in the versioning system mostly code changes. They can be transported using the Change Management Service (CMS), part of the SAP NetWeaver infrastructure. Applying nontransportable changes in the landscape is a manual task. However, SAP supports the customer with import and export functionality and templates.Transportable changes comprise the following: Code changes made at the customer's site (regardless of which software component is affected,

either an SAP component or a customer component) Support packages or patches delivered by SAPNontransportable changes comprise the following: Java EE engine configuration changes made at the customer's site

SAP Web Channel Experience Management also includes a Java EE configuration template, the zero admin template, which is packaged in a dedicated software component.

Application configuration changesWith Web Channel Builder, SAP also delivers application templates. They are part of Web Channel Builder and are automatically installed when Web Channel Builder is deployed.

6.2 Exporting and Importing of Application DataExporting an ApplicationExporting an application creates a zip file with the application header data.1. In Web Channel Builder, choose the Applications tab, and click the export link for the application

you want to export.2. Select the configurations you want to export together with the application. To include all

configurations in the export, select the first checkbox.3. Choose OK to save the application as a zip file. The file name starts with the name of the application

and the export date.

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Importing an ApplicationWeb Channel Builder can import any applications that are compressed in a zip file. Web Channel Builder administrators are able to export any application to a zip file from a system and import this file to another system.1. In Web Channel Builder, choose the Applications tab.

Under Import Applications, choose Browse to locate the zip file containing the application you want to import.

2. Click the Import link.NOTEIf an application with the same application name as the one you want to import already exists, you have to provide a new application name.

The system issues a message about the success of the import. The imported application is added to your application list.

6.3 Uploading Updated Web Channel Application Templates to the Java EE Server

SAP delivers preconfigured Web Channel application templates that can be used by the customer to create their own Web Channel applications, for example, the E-Service scenario, with Web Channel Builder.You must import the updated version of the Web Channel application templates to all of the Java EE servers by triggering an import of the configuration data when you initially start the Java EE application. There is a Java EE system property that enables you to do this automatically; however, it is disabled by default.To enable the automatic import, proceed as follows on each of the Java EE servers where the development components (DCs) with the updated Web Channel application templates are deployed:1. Deploy the development component (DC) with the updated Web Channel application templates.2. Log on to the SAP NetWeaver Administrator (SAP NWA) tool of the Java EE servers using the

following address: http://:50000/nwa.3. Choose Configuration Infrastructure Java System Properties .

The Java System Properties tool enables you to view and modify the automatic import.4. Choose the Applications tab and search for the application wec~comm~main~leanapp.5. Modify the following properties in the Extended Details tray with the values provided in the table

below:Property Valueboostrap.force-sync truebootstrap.force-sync-type template

6. Save the changes in the Extended Details tray.

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7. Restart the Java EE application.1. Choose Home Operations Systems Start & Stop at the top of the page.2. Choose the Java Applications tab and search for the Java application wec~comm~main~leanapp.3. Choose Restart.Once the Web Channel application restarts, the import of the configuration data is successful.

NOTEOnce you have successfully imported the configuration data to the Java EE server, proceed as follows to disable the automatic import:1. Choose the Java System Properties tool as described in step 3.2. Restore the default values for the system properties boostrap.force-sync and

bootstrap.force-sync-type by choosing Restore Default.3. Save your changes.

6.4 Creating and Deploying Customer-Specific Web Channel Application Templates

Customers can create their own Web Channel application templates in Web Channel Builder. These application templates cannot be automatically uploaded to the Java EE server as described in 6.3 Uploading Updated Web Channel Application Templates to the Java EE server. To deploy customer-specific application templates to different Java EE servers proceed as follows:1. Create the customer-specific application templates with Web Channel Builder.2. Export the application templates by using Web Channel Builder, and save them as a zip file in a

directory on your local PC.3. Import the zip file on the target Java EE server by using Web Channel Builder.

6.5 Development Requests and Development Release Management

DevelopmentYou apply the activity with the code changes and tests on the development system. If your tests are successful, release the activity. These steps are development tasks. The released activities pend for import in the consolidation queue.

ConsolidationYou import activities pending consolidation in CMS.1. In the CMS Web UI, select your track.2. Choose Transport Studio and choose the Consolidation tab.3. Select the activities you want to import, and choose Import.

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AssemblyYou can create assemblies for each software component, based on the consolidated state. These assemblies can then be deployed on a test system.1. In the CMS Web UI, select your track.2. Choose Transport Studio and choose the Consolidation tab.3. Select the software components you want to assemble, and choose Assemble Components.When the process is finished, choose Export SCA to export the assembled software components, and deploy the SCA files on the test system.

ApprovalApproving an assembly releases it to the productive system, assuming such a system is connected to the track.

6.6 Support Packages and Patch ImplementationFor more information about releases and support packages of used components, see SAP Service Marketplace at http://service.sap.com/sp-stacks.

6.7 Non-Transportable ChangesJava EE ConfigurationWeb Channel delivers a zero admin template. This is a configuration template for AS Java parameters that is optimized for SAP Web Channel Experience Management. You can use this template as a basis and apply further configuration settings according to your needs. For more information, see Modifying Configuration Templates: http://help.sap.com/saphelp_nw73/helpdata/en/47/b1a3bcac671599e10000000a42189c/frameset.htm.The template is available in the software component SAP-WEC-ZA.

NOTEDeploying and activating the template is an offline operation: restart of the Java instance is required.

Application Configuration (Web Channel Builder)SAP Web Channel Experience Management contains Web Channel Builder templates to help configure the application. You can use the templates as a basis and tailor further configuration to meet your requirements.The templates are part of the Web Channel Builder application and are installed and automatically updated when the application is deployed.The templates always start with SAP and cannot be changed. You must therefore create a copy of the SAP templates before you can tailor them to your requirements.

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NOTEPatches could also include changes to SAP templates. The SAP templates are automatically adjusted when you apply the patch but changes are not adjusted in any application or template you have created based on SAP templates.

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7 Troubleshooting

SAP Web Channel Experience Management is dependent on the SAP NetWeaver 7.30 Application Server Java. For more information, see SAP Library for SAP NetWeaver on SAP Help Portal at http://help.sap.com/nw73.

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8 Support Desk Management

Support Desk Management enables you to set up an efficient internal support desk for your support organization that seamlessly integrates your users, internal support employees, partners, and SAP Active Global Support specialists with an efficient problem resolution procedure. For support desk management, you need the methodology, management procedures, and tools infrastructure to run your internal support organization efficiently. SAP Web Channel Exp. Mgmt. uses the standard SAP NetWeaver read-only access support roles.

8.1 Remote Support SetupFor information about remote support setup, see the following: SAP Service Marketplace at http://service.sap.com/access-support. SAP NetWeaver Master Guide: https://websmp108.sap-ag.de/~form/sapnet?

_SHORTKEY=01100035870000735500&.

8.2 Support Access to Web Channel BuilderYou can assign the following Web Channel Builder user roles to support users to access the Web Channel Builder in display mode:System User RoleSAP CRM SAP_CRM_WEC_WCB_USER_DISPLAYSAP ERP SAP_ERP_WEC_WCB_USER_DISPLAY

For information about how to create Web Channel Builder users and assign user roles, see the Installation Guide for SAP Web Channel Exp. Mgmt. on SAP Service Marketplace at http://service.sap.com/wec-inst, section Post-Installation Steps for Web Channel Builder.

8.3 Support Access to Web Channel Administration AreaEvery SAP Web Channel Exp. Mgmt. application contains pages for technical support of the application. These pages provide the following features: Session logging File monitoring

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CCMS heartbeat JCO monitoringYou can access the administration pages at: http://://com.sap.common/adminStartPage.jsf.Access to the administration pages is authorized by assigning security roles. Create a special support user on NW AS Java to grant access to the administration pages. For more information, see the Security Guide for SAP Web Channel Experience Management on SAP Service Marketplace at http://service.sap.com/wec-inst, section User Roles on SAP NetWeaver AS Java.

8.4 Problem Message HandoverFor the problem message handover, choose the applicable component from the SAP Web Channel Experience Management components available under the main WEC node. Add a corresponding session trace to your OSS problem message.

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Typographic Conventions

Example Description Angle brackets indicate that you replace these words or characters with appropriate

entries to make entries in the system, for example, Enter your .ExampleExample

Arrows separating the parts of a navigation path, for example, menu options

Example Emphasized words or expressionsExample Words or characters that you enter in the system exactly as they appear in the

documentationhttp://www.sap.com Textual cross-references to an internet address/example Quicklinks added to the internet address of a homepage to enable quick access to specific

content on the Web123456 Hyperlink to an SAP Note, for example, SAP Note 123456Example Words or characters quoted from the screen. These include field labels, screen titles,

pushbutton labels, menu names, and menu options. Cross-references to other documentation or published works

Example Output on the screen following a user action, for example, messages Source code or syntax quoted directly from a program File and directory names and their paths, names of variables and parameters, and

names of installation, upgrade, and database toolsEXAMPLE Technical names of system objects. These include report names, program names,

transaction codes, database table names, and key concepts of a programming language when they are surrounded by body text, for example, SELECT and INCLUDE

EXAMPLE Keys on the keyboard

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SAP AGDietmar-Hopp-Allee 16

69190 WalldorfGermany

T +49/18 05/34 34 34F +49/18 05/34 34 20

www.sap.com

Copyright 2013 SAP AG. All rights reserved.No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice.Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors.Microsoft, Windows, Excel, Outlook, PowerPoint, Silverlight, and Visual Studio are registered trademarks of Microsoft Corporation.IBM, DB2, DB2 Universal Database, System i, System i5, System p, System p5, System x, System z, System z10, z10, z/VM, z/OS, OS/390, zEnterprise, PowerVM, Power Architecture, Power Systems, POWER7, POWER6+, POWER6, POWER, PowerHA, pureScale, PowerPC, BladeCenter, System Storage, Storwize, XIV, GPFS, HACMP, RETAIN, DB2 Connect, RACF, Redbooks, OS/2, AIX, Intelligent Miner, WebSphere, Tivoli, Informix, and Smarter Planet are trademarks or registered trademarks of IBM Corporation.Linux is the registered trademark of Linus Torvalds in the United States and other countries.Adobe, the Adobe logo, Acrobat, PostScript, and Reader are trademarks or registered trademarks of Adobe Systems Incorporated in the United States and other countries.Oracle and Java are registered trademarks of Oracle and its affiliates.UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group.Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and MultiWin are trademarks or registered trademarks of Citrix Systems Inc.HTML, XML, XHTML, and W3C are trademarks or registered trademarks of W3C, World Wide Web Consortium, Massachusetts Institute of Technology.Apple, App Store, iBooks, iPad, iPhone, iPhoto, iPod, iTunes, Multi-Touch, Objective-C, Retina, Safari, Siri, and Xcode are trademarks or registered trademarks of Apple Inc.IOS is a registered trademark of Cisco Systems Inc.RIM, BlackBerry, BBM, BlackBerry Curve, BlackBerry Bold, BlackBerry Pearl, BlackBerry Torch, BlackBerry Storm, BlackBerry Storm2, BlackBerry PlayBook, and BlackBerry App World are trademarks or registered trademarks of Research in Motion Limited.Google App Engine, Google Apps, Google Checkout, Google Data API, Google Maps, Google Mobile Ads, Google Mobile Updater, Google Mobile, Google Store, Google Sync, Google Updater, Google Voice, Google Mail, Gmail, YouTube, Dalvik and Android are trademarks or registered trademarks of Google Inc.INTERMEC is a registered trademark of Intermec Technologies Corporation.Wi-Fi is a registered trademark of Wi-Fi Alliance.Bluetooth is a registered trademark of Bluetooth SIG Inc.Motorola is a registered trademark of Motorola Trademark Holdings LLC.Computop is a registered trademark of Computop Wirtschaftsinformatik GmbH.SAP, R/3, SAP NetWeaver, Duet, PartnerEdge, ByDesign, SAP BusinessObjects Explorer, StreamWork, SAP HANA, and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and other countries.Business Objects and the Business Objects logo, BusinessObjects, Crystal Reports, Crystal Decisions, Web Intelligence, Xcelsius, and other Business Objects products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of Business Objects Software Ltd. Business Objects is an SAP company.Sybase and Adaptive Server, iAnywhere, Sybase 365, SQL Anywhere, and other Sybase products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of Sybase Inc. Sybase is an SAP company.

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Crossgate, m@gic EDDY, B2B 360, and B2B 360 Services are registered trademarks of Crossgate AG in Germany and other countries. Crossgate is an SAP company.All other product and service names mentioned are the trademarks of their respective companies. Data contained in this document serves informational purposes only. National product specifications may vary.These materials are subject to change without notice. These materials are provided by SAP AG and its affiliated companies (SAP Group) for informational purposes only, without representation or warranty of any kind, and SAP Group shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP Group products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty.

DisclaimerSome components of this product are based on Java. Any code change in these components may cause unpredictable and severe malfunctions and is therefore expressly prohibited, as is any decompilation of these components.Any Java Source Code delivered with this product is only to be used by SAPs Support Services and may not be modified or altered in any way.

Documentation in the SAP Service MarketplaceYou can find this document at the following address: http://service.sap.com/instguides

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Copyright 2013 SAP AG. All rights reserved.No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice.

SAP Web Channel Experience Management 2.0Table of Contents1 Getting Started1.1 About This Guide1.2 Global Definitions1.3 Related Information

2 Technical System Landscape2.1 System Landscape and Scenario/Component Matrix2.2 Related Documentation

3 Monitoring of SAP Web Channel Experience Management3.1 Alert Monitoring3.1.1 Monitoring Installation and Setup3.1.2 Component-Specific Monitoring

3.2 Detailed Monitoring and Tools for Problem and Performance Analysis3.2.1 Trace and Log Files3.2.2 Workload Monitors3.2.3 Other Important Problem Analysis and Monitoring Tools3.2.4 Interface Monitors3.2.5 Data Growth and Data Archiving Models

4 Management of SAP Web Channel Experience Management4.1 Starting and Stopping4.2 Software Configuration4.3 Project Stage4.4 Administration Tools4.5 Backup and Restore4.6 Periodic Tasks4.7 Load Balancing4.8 User Management4.9 Printing

5 High Availability5.1 High Availability Setup5.2 Configuring Web Channel Applications5.3 Unplanned Downtime5.4 Planned Downtime

6 Software Change Management6.1 Transport and Change Management6.2 Exporting and Importing of Application Data6.3 Uploading Updated Web Channel Application Templates to the Java EE Server6.4 Creating and Deploying Customer-Specific Web Channel Application Templates6.5 Development Requests and Development Release Management6.6 Support Packages and Patch Implementation6.7 Non-Transportable Changes

7 Troubleshooting8 Support Desk Management8.1 Remote Support Setup8.2 Support Access to Web Channel Builder8.3 Support Access to Web Channel Administration Area8.4 Problem Message Handover

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