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Alerts are not working after upgrade from CRM 6.0 to 7.0

Hi Team,

we today got upgraded from CRM 6.0 to 7.0 in production environment and alerts in IC agent interaction record context area 2nd box is not displayed.

May I know where to start? This issue we didn't faced in development/Quality environments.



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  • Best Answer
    Posted on Dec 07, 2015 at 01:02 AM

    Hi VijHyd,

    I think you need to check your settings per following steps.

    1. make sure you have activated all necesary SICF services mentioned in following note.

    1295006 - Mandatory SICF services for IC WebClient

    1115493 CRM Web UI: Mandatory SICF services for CRM framework

    2.To ensure SAM is working fine check the note 828884. In addition to that you need to activate the service entries in case they are inactive as explained in the KBA note 827958. It is also very important that the communication session and the agent session can communicate if sam messaging is used especially if it is a complex system landscape where a reverse proxy is involved.

    3.Please check KBA 2067835 to take the log and check if the rules are triggered.

    4.Please check following note. This notes also contains an attachment to explain the exact steps about how to trigger the alert. Please make sure you have done the settings correct.

    1330726 - IC Webclient Alerts FAQ Note

    5.If above didn't help, then please check following KBA and let me know what kind of alert you are using. Are you using polling-free alert(User-triggered Alerts),or normal polling alert, or ABAP Push Channel alerts.

    1822577 - How to set up polling free alerts to reduce network traffic

    Best Regards,


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  • author's profile photo Former Member
    Former Member
    Posted on Dec 07, 2015 at 12:47 AM

    Hi Vij,

    Please check if the ICF services mentioned in the note 1330726 are active in your system.

    Best regards


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  • Posted on Dec 07, 2015 at 12:50 AM

    Hello VijHyd,

    1. Please have a look at following SAP KBAs and check the settings and notes in your system as suggested:

    1877764 - Rule evaluation does not work after a kernel upgrade and no alerts are displayed
    2067835 - Logging Rule Evaluation for Event Driven Interactions

    2. How many app servers are there for you P system? Would you please check if the alert works fine on a single app server (using the T-code CRM_UI from a app server)? Please make a simplest test in your P system to check if the alert doesn't work at all: Create a alert and rule policy, assign it to a business role for 'confirm' event.

    3. Please make a httpwatch trace, and check if requests for '.....webcuif/notity/polling/SAM::....' are sent every 1 seconds.

    Best Regards, Corrine

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