Alerts are not working after upgrade from CRM 6.0 to 7.0

[Former Member]

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.

Thanks,

VijHyd

[bruce_li · Accepted solution]

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,

Bruce

[Former Member · Accepted solution]

Hi Corrine,

the alerts are getting properly displayed in case if we use the application server URL(application server with port) and if we use general url then due to invoke of web dispatcher then alerts are not getting displayed.

any settings to do in this 2nd case?

Thanks,

Vijhyd

[corrine_guan · Accepted solution]

Hello Vijhyd,

1.

What it looks like in your httpwatch trace for the polling requests? For example, your central URL is HTTP://www.centerXXXX.webdispa.com/.... and your app. server URL is HTTP://www.appserver01.com/....

When you use the centre URL link, from the httpwatch trace(Or F12 developer tool / network), if there is any requests coming from app. server url and its returned code is not 200?

If there is, what this URL request is?

also, if there is, then would you please check SE80->bsp application 'SAM_SESS_QUEUE' --> sam_js2bsp_sender.js. Please check if following codes exist:

                var iIndex   = target_url.indexOf("://");

                if ( iIndex != -1 ) {

                   var t_url = target_url.substring(iIndex + 3, target_url.length + 1 );

                   iIndex = t_url.indexOf("/");

                   if ( iIndex != -1 )  {

                      target_url = t_url.substring( iIndex, t_url.length + 1 );

                   }

                }

2.

What's your IE version on which the issue happens?
What is your CRM version for component BBPCRM and component WEBCUIF?

3.

Please also check if you have used logon groups for any of the CRM web services but not for the IC service sam_sess_queue.  If logon groups are used, it is important that all required services are part  of the same logon group.

Best Regards, Corrine

[Former Member · Accepted solution]

Hi Corrine,

thanks a lot for quick reply...it got resolved by your suggestion, also attached the code change place

SAP Note: 1309227 (even it shows till CRM 6.0 but applicable for 7.0).

After changes, please delete the SMICM cache and the internet explorer cache before testing.

SE80->bsp application 'SAM_SESS_QUEUE' --> sam_js2bsp_sender.js. Please check if following codes exist:

                var iIndex   = target_url.indexOf("://");

                if ( iIndex != -1 ) {

                   var t_url = target_url.substring(iIndex + 3, target_url.length + 1 );

                   iIndex = t_url.indexOf("/");

                   if ( iIndex != -1 )  {

                      target_url = t_url.substring( iIndex, t_url.length + 1 );

                   }

                }

Thanks,

VijHyd

[corrine_guan · Accepted solution]

Hello VijHyd,

Thank you so much for your feedback. Actually we are very interested in why the codes are not there. Were they lost during upgrade? Or they have never been there even before upgrade?

Best Regards, Corrine

[Former Member · Accepted solution]

Hi Corrine,

it got missed in upgrade somehow. So as per you suggested we have added.

Thanks.

Vijhyd

[corrine_guan]

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

[Former Member]

Hi Vij,

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

Best regards

Abby