After Upgrade from 6.0 to 7.0, the DOC FLOW changed from CRMCICANCH to CRMICCTXT

[Former Member]

Hi Team,

we recently upgraded from CRM 6 to 7, then the new issue raised like in the DOC FLOW object type B got changed from CRMCICANCH to CRMICCTXT. Any idea why it got happen? Any config effects?

Also Set_anchor is not triggered for IR which created DOC FLOW with CRMCICANCH .

Thanks,

Vij

[bruce_li · Accepted solution]

Hi vij,

Would you please check following?

1. May I know how did you create interaction record? Did you created it in an IC role?

2. Do you have any badi implementation of order_save? Do you see the same issue when you deactivate it.

3. Can you check if you can see CRMCICANCH in  crmd_order?

please run T-code: crmd_order in sapgui to open corresponding CRM business transaction. Then please click "document flow" button to check document flow and if there is an entry with document type CrmCICAnchorObject like bellow exists, then it is an interaction record.   

=>    Participant in communication process CrmCICAnchorObject

best reagards,

Bruce

[Former Member · Accepted solution]

Hi Bruce Li,

we are creating this from IC agent role, so it is interaction record only. But after upgrade we are not getting CRMCICANCH.

There is one observation is the IC Agent session have session with name 'WS' (Working Session)' and no session getting started with AS'(Agent Session) . If we artificially change Ws to AS then it getting geneated becuase of SET_ANCHOR method getting triggered.

Any idea why 'WS' (Working Session)' is not started for IC agent?

Thanks,

Vij

[bruce_li · Accepted solution]

Hi Vij,

You are correct, as note 1866327 already mentioned 1 agent session and 1 communication session will be generated during load of CRM Interaction Center:

The agent session is the bigger session - the technical information  mostly refers to controller BSPWDApplication.do

Whereas the communication session refers different files e.g. to SAM session queue, notify.hml

For you issue, would you please make sure all sicf services mentioned in following two notes have been activated.

1295006 - Mandatory SICF services for IC WebClient •

http://service.sap.com/sap/support/notes/1295006

1115493 - CRM Web UI: Mandatory SICF services for CRM framework

•http://service.sap.com/sap/support/notes/1115493

Also, are you using loadbalancer, e.g. SAP WebDispatcher ?

Best Regards,

Bruce

[Sigrid · Accepted solution]

Hi Vij,

Anchor CRMICCTXT is used if no interaction record gets created. I really recommend to check if the runtime framework profile assigned to the business role with function profile ID RUNTIME really exists.

I have seen issues where after an ugrade where DEFAULT_IC was assigned in business role customizing for RUNTIME but the runtime framework profile itself did not exist in transaction SPRO -> SAP Customizing Implementation Guide Customer Relationship Management -> UI Framework -> UI Framework Definition -> Maintain Runtime Framework Profile

Best Regards,

Sigrid

[Former Member · Accepted solution]

Hi Sigrid,

the runtime profile got assigned to default_ic role and also default_ic role is available in runtime frame work profile. Any other suggestions?

I will now check the sicf services and will update.

thanks,

Vij

[Former Member · Accepted solution]

Hi Bruce Li,

all the mentioned SICF services are active in the system, any clue?

Thanks,

Vij

[Sigrid · Accepted solution]

Hi Vij,

Even if runtime framework profile DEFAULT_IC exists, check if you have specified your own Substitute Controllers for Global Custom Contr. in the runtime framework profile.
Test if it works using SAP Global Custom Controller

Best Regards,

Sigrid

[Former Member · Accepted solution]

Hi Sigrid,

if I check in working fine system, then the component CRMCMP_IC_FRAME/start.htm

called twice (cl_crmcmp_ic_comp_manager => init), once for WS (working session), 2nd for 'AS' agent session. But in the other sytem its only calls once that too for WS (working session). So all the 'AS' agent session components didn't get loaded.

Thanks,

Vij

[Former Member · Accepted solution]

Hi Team,

Please find the solution below...

This got happen due to cache refresh/run time class regeneration indirectly for component page ‘crmcmp_ic_frame/mcmain.htm’. Even it shown as ‘active’ version then also need to reactivate it for refresh the page. After reactivation then the classes relevant to page get regenerated and page loaded properly.

This will mostly happen because of SP change or system get upgraded to newer version or due to any note changes the respective BSP components got changed by TR. So in these cases we need to reactive those BSP .HTM pages.

Please find the further details below…

After running the http watch in CH2 system, the browser stopped at component crmcmp_ic_frame/mcmain.htm

So due to this after upgrade we faced this below strange behavior..

After selecting business role IC_Agent then it gives the blank screen, try to

refresh the page again or click on URL and press enter then again it

opens the Business role selection page. Then try to select the

IC_Agent role again. This time it will become successful.

So here class cl_crmcmp_ic_comp_manager => init called once in CH2 for 'WS' work session.

where as in CDD its triggered twise, once for 'WS' work session and one more time for 'AS' Agent session. For any IC agent logged to system, then it needs to happen like one WS and one AS needs to be loaded, thats the minimum need.

fyi..

1866327 - CRM IC: How to identify the source of sessions when working with CRM IC business roles and...

in below table have components to be loaded for work session 'WS' and agent session 'AS'.

So all the components which are need to be loaded for 'AS' is not loading

ex :

INTERACTION_MANAGER_LAUNCH    -   CL_CRM_IC_INIT_INTERACTION_MGR              X      'AS'

* Application component initialization

     SELECT * FROM crms_ic_app_comp

       INTO TABLE rt_comps

       WHERE active = lv_active

         AND session_type = iv_session_type.

HTTP watch at CH2:

Method

Result

Type

URL

GET

200

html

http://app.xyzcorp.com:8000/sap(bD1FTiZjPTMwMCZpPTEmZT1SVWxDU2tGRFRWOWZYMTlmTVRCZk9URmZBRkJXaFFVekh0...crmcmp_ic_frame/mcmain.htm?sap-client=300&sap-domainrelax=min&sap-language=EN

After running the http watch in CDD system, the browser executed continuously even after the component crmcmp_ic_frame/mcmain.htm.

So now activated again for regenerating corrupted classes for .htm page.

Once agent components loaded properly then all agent relevant events in gt_subscriptions got registered then the first event triggered is bp_confirm will happen else it become like 'interaction started'. so entire flow changes. So here method set_anchor() is not triggered, so in doc flow the relationship 'CRMICANCH' is not created and it was 'CRMICCTXT'. So it fails in CRM 7.0.

Thanks,

Vij