Upgrading mySAP CRM to Release 2.

0C
Best Practice

Version Date: June, 2001

The newest version of this Best Practice can be obtained through
the SAP Solution Manager or the SAP Service Marketplace.
Contents
Applicability, Goals, and Requirements ....................................................................................................1
Best Practice Procedure and Verification .................................................................................................5
Preliminary Tasks.......................................................................................................................... 5
Establish an Upgrade Team ............................................................................................... 5
Check the Relevant SAP Notes .......................................................................................... 5
Prepare an Upgrade Script ................................................................................................. 6
Sample Scenario................................................................................................................. 6
System Landscape Before Upgrade .............................................................. 7
System Landscape After Upgrade ................................................................. 7
Procedure...................................................................................................................................... 8
Check the Relevant SAP Notes .......................................................................................... 8
Perform the Upgrade .......................................................................................................... 9
Upgrade the Middleware................................................................................................... 11
Verification................................................................................................................................... 11
Further Information .................................................................................................................................13

Applicability, Goals, and Requirements

To ensure that this Best Practice is the one you need, consider the following goals and requirements.

Goal of Using this Service

Use this Best Practice to upgrade your mySAP Customer Relationship Management Internet Sales
solution from Release 2.0B to Release 2.0C SP2 and its connectivity to additional components.
This Best Practice is based on a sample upgrade to mySAP CRM Release 2.0C performed in Q1 of
2001 on a production IDES e-business platform. We used a complete mySAP CRM landscape with
mySAP core and new dimension components to upgrade and test the technical and application
issues.
Use this Best Practice to benefit from SAP experience and thus save your own time and resources.
Best Practice: Upgrading mySAP CRM to Release 2.0C 2

Staff and Skills Requirements

The upgrade team should include the following groups of people:
Basis staff: Their duty is to perform the technical upgrade and assist the functional upgrade team to
resolve object conflicts due to customer modifications of the SAP standard.
Functional staff: This group of people provides the functional knowledge for the upgrade project.
They are responsible for regression testing, deciding how to resolve object conflicts, business process
reengineering (if necessary), and the assistance of the training staff.
User owners: Verification and QA testing is performed by the user owners. They have to make sure
that the systems work as expected from the end users perspective.
Training staff: The training staff is responsible for the detailed documentation of the new release (in
conjunction with the functional staff) and for the training of end users.
IT (network, servers, desktop, and so on): The IT organization will perform the R/3 backups, upgrade
the non-R/3 software on the servers (operating systems, database, and so on), and upgrade the
frontend. If the hardware itself needs to be upgraded, this task is also done by the IT organization.
Your network of contacts and peers: These persons can provide invaluable help concerning
guidance and problems to watch out for, especially if the context of their upgrade situation is very
similar to yours.
Partners or consultants: Depending on your internal resources, various tasks within the upgrade
project can be handled by your implementation partners or outside consultants. The partners should
add value to the upgrade. You should benefit from their experience in project planning, their detailed
technical and functional knowledge, and most of all from their experience with comparable upgrade
situations. Partners are often included when performing the Learning Upgrade (see below, under
System Landscape Requirements).
SAP: Customers should announce the planned date of their production upgrade to SAP to ensure that
problems that occur can be treated with high priority.
The groups described are virtual ones. In some cases or within smaller organizations one person will
probably perform several of the roles mentioned.
The physical upgrade of the production IDES e-business platform on which this Best Practice is based
was performed by one person from IT Services. Verification testing was done by four persons from the
IDES department.

System Landscape Requirements

The IDES e-business platform for the upgrade must meet special requirements for the technical
upgrade, for connectivity, and for testing. In this section, we give you general guidelines and indicate
the technical prerequisites for your upgrade.

Practice Upgrade
Before upgrading the production system, it is recommended that you perform the following practice
upgrades:
1. Learning upgrade: This is your first practice upgrade, which encompasses:
Becoming familiar with the upgrade process
Determining and solving the problems you run into
Resolving conflicts with SAP objects and generating the transports that will be used in
subsequent upgrades. To do this, create an upgrade script containing the necessary
upgrade steps in the right order.
Testing:
i. Regression testing: This means determining whether business processes still
work the same way after the upgrade, as well as identifying changes in the
new release which require additional work. It also includes verifying the
interfaces.

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ii. Acceptance Testing: (Quality assurance) Does the upgraded system meet the
user requirements? The testing itself is very similar to regression testing and
is performed by the user organization.
2. Validation upgrade: This upgrade aims to ensure that the upgrade sequence is documented
properly and is performed in the right order. Perform the transports with the fixes made in the
learning upgrade.
3. Timing upgrade: In the timing upgrade, a detailed schedule is executed similar to what you
would perform during the production-systems upgrade. The goal is to anticipate how long the
production upgrade will last and if timing optimization is required.
Note that the identity of test and production systems as to the size of the database, customizing, and
so on is a prerequisite for getting useful results. Even if the only difference is in the sizes of the
databases, you may find that you run into quite different problems during the production upgrade.
If it is not possible to copy the production system to the test system, we recommend relying on
external hosting providers.

Upgrade Landscape
The upgrade of the CRM / E-Procurement server was done first in the test system. For physical
upgrade and testing, you need a one-to-one 'clone' of the entire production landscape. Only by having
identical prerequisites for testing can you expect to get results that are also valid for the production
system. For more information, see the Best Practice 'mySAP CRM System Landscape Copy'.
In addition to performing the upgrade of the CRM/E-Procurement server, extensive testing was
performed and the effects on the entire system landscape examined.
The upgrade of the production system was performed only after solving all upgrade problems that
affected implemented business processes. This enabled the production upgrade to be performed
quickly and smoothly.

Upgrade Requirements
In order to perform an upgrade to mySAP Customer Relationship Management 2.0c, your landscape
must meet certain requirements.
On pages 41-48 of the Upgrade to Enterprise Buyer Professional Edition 2.0 / mySAP CRM 2.0C
guide (http://services.sap.com/instguides), you will find information about the source releases of the
mySAP components, the requirements for the Upgrade Assistant, the operating system-specific
prerequisites and the database specific requirements. You also will find useful hints for sizing.
In our landscape we used the following mySAP systems and included the followings services to meet
the requirements for the upgrade:
mySAP CRM/E-Procurement Server, Release 2.0B (with Support Package 7)
ABA and BASIS SP 4 were included
Service-Pack 2 for MS SQL 7.0 was applied
Service-Pack 6 of Windows NT was applied
SAP R/3 Backend System, Release 4.6C
PI 2000_2_46C with SP2
mySAP Workplace Server, Release 2.11
SAP BW System, Release 2.1C
SAP APO System, Release 3.0A
APO SP 11 for 4.6D
System landscape: development, quality assurance, and production systems
Sufficient hardware resources to copy entire system landscapes

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Duration and Timing

The entire upgrade procedure, including preparation and testing, lasts two weeks or more.
The upgrade itself takes about four days to perform. Two application experts will have to work each
one week approximately to perform the necessary testing.

How to Use this Best Practice

This Best Practice supplements but does not replace the existing Upgrade Guide.
This Best Practice is not about optimizing CRM business processes.

Sample Scenario

Business Scenarios
The IDES e-business platform consists of the following business scenarios:
Marketing Campaign
Internet Sales
B2B scenario based on a Web shop
B2B scenario based on the 4Living Internet Shop
B2C scenario based on a Web shop
B2C scenario based on the 4Living Internet Shop
Taking a customer order in the Call Center
Services included are:
Processing an external e-mail service request
Processing an internal service request
Internet Self Service

Mobile Sales
The upgrade was completed for the Internet Sales solution but only partly completed for the Mobile
Sales solution. For the Mobile Sales installation, you need to implement further steps and activities.
This requires another time schedule and other resources during the upgrade phase for the installation
and testing of the additional components (see SAP Note 0400801: Client Upgrade Documentation Kit
for mySAP CRM 2.0c).

Connectivity to additional components

Business Information Warehouse Connectivity

The mySAP BW system is connected via an RFC / ALE link. IDocs are send from the CRM to the BW
system to extract business data. The return direction is possible in the same way.
Since mySAP CRM 2.0c contains newly delivered business content, we have to activate it. To do this,
install the business content in the mySAP CRM system (using transaction SBIW) and upload the meta
data to mySAP BW. After thus synchronizing the meta data between the two systems, we extract
master data and transaction data. Now the following functionalities are available:
TOP N Product List from Business Warehouse
Target Group Selection via Business Warehouse
Reporting on Opportunities within the Business Warehouse

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Advanced Planner and Optimizer Connectivity

The mySAP APO system is connected via an RFC / BAPI. Its is used to perform online ATP checks
between CRM and APO with the BAPI BAPI_ATP_CHECK. To enable this, in the APO system, the
APO SP 11 for 4.6D was applied.

Workplace
2.11 WP-PI 210 4.6C

RDBMS -> WP-PI 211 4.6D

APO
3.0A
Web, Middleware & Catalog Host APO SP 9 RDBM
CIF / -> APO SP 11
BBP Host ALE
Intranet/ Catalog
JRun
DLL

Catalog
Internet Web Server
RDBMS
EBP/CRM BW
System ALE 2.1C
Client
2.0B
RDBMS Upgrade 2.0C
WGate
ITS

Web Server IPC

RDBMS

RDBMS R/3 OLTP

ITS
4.6C

PI 2000_2_46C

Plug-In 2000_2

RDBMS

Diagram: Logical view of the system landscape with changes that are applied during the upgrade shown in red.

Best Practice Procedure and Verification

Preliminary Tasks
Establish an Upgrade Team
The upgrade team is responsible for all technical activities in the CRM Middleware, such as the
preparation, upgrade, and post-upgrade steps, the new installation of the IPC, the new installation of
the ITS, and customizing of the online catalogs.
After upgrading the CRM middleware, customizing the catalogs, and installing the IPC and ITS, the
upgrade team can start to build up new business processes based on the upgrade.

Check the Relevant SAP Notes

The following table lists only some of the SAP Notes that may be relevant for your upgrade.
Depending on your system landscape, you will need to check other SAP Notes as well. Use the SAP
Note Search function to find further SAP Notes that apply to your situation.
During the upgrade procedure, you should have all the SAP Notes available and know which possible
situations they cover. Then, if one of these situations occurs, you can react quickly and correctly.

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SAP Note Comment Classification/Sequence

366744 Collective note EBP/CRM Upgrade to 2.0C Important prior to
upgrade (Preparation)
302982 Prerequisites for upgrade to 2.0c Important prior to
upgrade (Preparation)
181255 Notes on R/3 PI and PI-A add-ons OLTP Plug-in PI 2000.2 required
303125 How to change table schemas during upgrade Important prior to
upgrade (Preparation)

336737 The preprocessing and postprocessing that occurs when you import a After upgrade for sp
Support Package, described for the individual Support Packages import (Preparation)
304460 When upgrading a component system on which Add-On WP-PI 2.10 Important prior to
is installed, do not deinstall the Add-On. upgrade (only in special
cases when PI available)
333976 R/3up Version should be greater than or equal to 6.016, due to import During prepare phase
support package during prepare phase
(only in error case)
377546 What to do if the upgrade to CRM Release 2.0C terminates with During upgrade (only in
message /SAPCND/GENERATOR040 stating that a condition table error cases)
cannot be generated
374270 What to do if, while replication objects are being generated, you see During upgrade (only in
the message "Generation error in template error cases)
SMOJ_EXT_TEMPLATE_SUB_BULK"
359654 What to do if the after-import method During upgrade (only in
SMOH_REPLICATION_IMPORT does not start after upgrade, and error cases)
errors occur while generating replication relevant objects
335609 To prevent inconsistencies between the databases, you can maintain After the upgrade (in any
condition records either in CRM 2.0C or in the R/3 System, but not in cases)
both.
368538 What to do if, in sales order processing, you can edit documents After the upgrade (only
whose original lies in a CRM system although this document is in error cases)
blocked in the CRM system
359623 What to do if, in the output conditions maintenance, the changed fax After upgrade (only in
number is ignored and the fax number from the central address error cases)
management is used instead
356079 What to do if text changes in expense items for already cleared FI After upgrade (only in
documents are not adjusted in PS cash management error cases)

Prepare an Upgrade Script

Plan the following upgrade steps:
Upgrade to Enterprise Buyer Professional Edition 2.0 / mySAP CRM 2.0C
Install EBP 2.0/CRM 2.0C Support Package 2
Install Basis Support Package 4 and ABA Support Package 4
Install Kernel Support Package 424
If necessary, upgrade from Workplace Plug-In 2.10 to WP-PI 2.11
If an APO system with ATP-Check is needed you should apply APO SP 11 4.6D
Upgrade the ITS and the IPC

Sample Scenario
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System Landscape Before Upgrade

System Software Components / Support Packages / Plug-Ins
Workplace Server WP-PI 211_46D
2.11
ABA SP 3 for 4.6D
Basis SP 3 for 4.6D
EBP/CRM 2.0B WP-PI 210_46C, SP 1
BBPCRM 20B, SP 7
Basis SP 9 for 4.6C
SPAM/SAINT Update - Version 46C/0024
Kernel Release 46D / SP Level 74
Operating system Windows NT 4.0 Server 1381 with SP4
Database MSSQL 7.00.842

Backend R/3 WP-PI 211_46C

OLTP-system
PI 2000_2_46C, SP 2
Release 4.6C
R/3 SP 13 for 4.6C

APO 3.0A WP-PI 210_46C

APO SP 11 for 4.6D
ABA SP 14 for 4.6D
Basis SP 14 for 4.6D
BW SP 13 for 4.6D

BW 2.1C WP-PI 211_46D, SP 2

SAP_ABA 46D, SP 5
SAP_BASIS 46D, SP 5
SAP_BW 21C, SP 5

The ITS 4.6D DC3 Build 46DC.313322 version was used for the mySAP EBP/CRM 2.0C system, due
to the fact that this is the most suitable version for all scenarios we used.

System Landscape After Upgrade

System Software Components / Support Packages / Plug-Ins
EBP/CRM 2.0C BBPCRM 20C, SP 2
WP-PI 211_46D
ABA SP 4 for 4.6D
Basis SP 4 for 4.6D
SPAM/SAINT Update - Version 46C/0024
Kernel Release 46D / SP Level 521
Operating system Windows NT 4.0 Server 1381 with SP6
Database MSSQL 7.00.842

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The ITS 4.6D DC3 Build 46DC4.382523 version was used for the mySAP EBP/CRM 2.0C and all the
other systems of the IDES e-business platform, due to the fact that this is the most suitable version for
all scenarios we used.

Procedure
Check the Relevant SAP Notes
The following table lists only some of the SAP Notes that may be relevant for your upgrade.
Depending on your system landscape, you will need to check other SAP Notes as well. Use the SAP
Note search function to find further SAP Notes for your situation.
During the upgrade procedure, you should have all the SAP Notes available and know which possible
situations they cover. Then, if one of these situations occurs, you can react quickly and correctly.

Upgrade Execution
SAP Note Comment........................................................................................... Classification/Sequence

335039 Info on additions to upgrade to Basis 4.6D (NDI upgrade) Important prior to upgrade
355684 What to do if you get an error message in transaction SPDD Prior to upgrade (only if error
occurs )
377546 What to do if generation of condition table failed During upgrade (if error
occurs)

Post-Upgrade Activities
SAP Note Comment........................................................................................... Classification/Sequence

387875 If the set type contains an attribute with type check box, two fields in any case needed
overlap on the screen that is generated when the set types are
founded. This causes errors in the syntax check and transport of
the specific set type. To fix this, apply SAP Note 387875.
385753, Post-upgrade activities with transaction start_20c_transform in any case needed
378018
373136 How to import Support Package 1 & 2 for EBP 2.0/CRM 2.0C in any case needed if sp
included
210839 Fresh installation of WP-PI 2.10 & check view sprtl2 if WP 2.11 is used
377206 What to do if namespace generation on /CRMGEC/ failed if during generation message
occurs
376511 What to do if initial generation of industry-specific objects failed if during generation message
occurs
377736 What to do if generation of variants of reports after upgrade failed if during generation message
occurs
371371 What to do if, after the upgrade, object MATERIAL is missing in if during generation message
the list of download business objects (example R3AC1) occurs

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Modification Adjustment
Adjustment of Modifications along the Correction and Transport System (CRT):
You should test the modification adjustment in a development system that has the same SAP Release
and Support Package Level, and has been modified to the same extent as your production system.
ABAP Dictionary objects (tables, data elements, domains, etc.): In transaction SPDD you get the
entire list of modifications to be adjusted. The adjusted objects are collected in a repair which is
released to a transport request that has to be flagged for export in transaction SPDD.
Later R3up will export the transport request into the transport directory /usr/sap/trans (UNIX) or \\$
(SAPGLOBALHOST) \SAPMNT\TRANS (Windows NT) and registers it for transport in the file
umodauto.1st.
Repository objects (reports, screens, etc.): In transaction SPAU all adjustments are released to a
transport request which is then exported and registered by R3up.
If the premise mentioned above is given in your case, the modification adjusting can be performed
automatically in the subsequent systems (quality assurance, production)
In case your production system has not been modified to such a high extent as the development
system, a useful proceeding could be, to let the system generate two transport requests, e.g. for the
changed Dictionary objects, within the development system.
One transport request contains the changed objects which can be found completely within the
production system. The other request contains all changed objects which have no equivalent within
the production system.
The next step is to let the system do the comparison of all changed Dictionary objects in the quality
assurance system with the first transport request. (transaction SPDD) The result is a list of changed
objects which were only transported to the quality assurance system. For this delta list you have to
decide if the modifications shall be adjusted.
In the production system there should be no delta when running transaction SPDD in comparison to
the list of adjusted objects from the first transport request generated in the development system.
Otherwise you have done modifications within the production system itself.
An alternative procedure is to do the modification adjustment in all systems manually.
All objects within the customer-specific Dictionary can be included in the upgrade target release.
Notice that once the development system has been upgraded to production, you do not have a
production support pipeline (CRT) until the production system is also on the new target release. Until
then it is not allowed to do any transports of newly developed objects.

Perform the Upgrade

The following procedure is based on the upgrade guide
Upgrade to Enterprise Buyer Professional Edition 2.0 / SAP CRM 2.0C: Windows NT
from December 2000 ("UG" in the table below) and on relevant SAP Notes ("N" in the table below).

Day 1 Mostly preparation

0:00 N 338203 Save table /SAPCND/T864 before upgrade
0:50 N 359654 Mark transport object CRRR as upgrade relevant: use transaction
SOBJ
1:15 N 119738 Get key for basis patch:
Basis_46D_03: 286008
Basis_46D_04: 255636
N 335029 Additions upgrade to Basis 4.6D (NDI upgrade); The R3up
keyword is 126576
1:50 N 322982 Classification and inclusion of the following languages:
Finnish, Danish, Italian, Norwegian, Polish, Hungarian, Slovakian

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2:20 UG p.45/46 Check hardware and software requirements for upgrade: upgrade
MSSQL Server to Service Pack 2
4:40 UG p.56 Start the preparation phase
5:10 Prepare Get 46D Basis 3+4 and ABA patches 3+4 to upgrade plus CRM
SP1and new R3up (6.027) from sapserv3.
5:30 CD Read Start CD read phase
12:15 Phase
Day 2 The upgrade itself
0:00 N 304460 Upgrade of WP-PI 2.10: enter password to remain at WP-PI 2.10
and not to upgrade.
N 119738 Upgrade Support Package to Basis_46D_04
N 373137 Include Patches ABA 03, ABA 04, and EBP 01
1:15 Prepare phase finished
1:30 UG p.90 Change in SMOFPARSFA value of field NAMESPACE_CUS from
/1CRMG0/ to /CRMGEC/
UG p.90 Change in SMOFPARSFA the value of field LOCAL_DEVCLASS
from $SAP_MSAGEN to /1CRMG0/STRUCTURES
N 336737
UG p.90/91 Check all inbound queues, all messages, and replication and
realignment queues
6:45 UG p.92 cc Start the upgrade phase
N 335029 Get activation key for Basis upgrade to 4.6D (NDI)
N 304460 Get activation key for WP-PI upgrade from 4.6C to 4.6D
8:15 DIFFEXPADD Import stopped with error number 7777 Download new R3trans
14:15 from sapserv3 (4.6D, R3trans_432.CAR)
Day 3 Unforeseen contingencies
Repeat any failed steps
Testing
Troubleshooting
Day 4 Mostly post-upgrade activities
0:00 UG p.129 Generate Middleware services
N 387875 If the set type contains an attribute with type check box, two fields
overlap on the screen that is generated when the set types are
founded. This causes errors in the syntax check and transport of
the specific set type. To fix this, apply SAP Note 387875.
N 385753 Some includes within the generated function groups are missing
after the upgrade of the existing set types with transaction
START_20C_TRANSFORM (program
COM_SETTYPE_ATTRIBUTE_20C). This causes errors in the
maintenance of products.
Therefore you should have applied SAP Note 385753 before
starting transaction START_20C_TRANSFORM in step 4. ( Be
aware that this will overwrite all your previous changes. If you want
to keep the previous changes, save them in advance, then
reinstall them after regenerating the set type.)
0:45 UG p.141 Execute the conversion program for set types and attributes
(transaction START_20C_TRANSFORM)

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1:00 UG p.146 Perform post-upgrade activities for the language transport: start
report RSTLAN_AFTER_UPGRADE
1:30 N 304460 Upgrade a component system where WP-PI 2.10 is included:
include SAPKINEB99 and SAPKINEBI6
N 350538 WP-PI 2.11: Add-On inst./delta upgrade
Upgrade to WP-PI 211_46D
Include transport SAPKINEB99 again
Import most recent SPAM
3:15 As of CRM Release 2.0C, GEO data is necessary for defining
business partners. If tables GEO005 and GEO005S are available
in your APO system, transport them. Otherwise, load them via R/3
SAPNet Frontend transport within the CRM system.

Upgrade the Middleware

ITS
After the system copy, install ITS Version 4640.4050.38.2523, Build 46DC4.382523. All templates are
now published from the Middleware to the ITS. You can find the latest version at sapserv3.

IPC
Install IPC version 2.0C with service pack 2 on a new machine. Link to the complete documentation
and the installation files: ftp://sapserv3/general/misc/ipc/20CSP2/

Standard Catalog
Publish standard template isab2c from the CRM Middleware to ITS.

Verification
The testing procedure was determined to focus on the already implemented business scenarios. Your
own context is likely to involve somewhat different errors than the ones discussed below.
The testing plan was divided into three main sections:
1. Functions: The functional tests were performed in the following order:
a. Central master data
b. Basis functions, for example, Activities
c. Complex functions, like Customer Interaction Center (CIC)
The detailed and entire verification of the functions was the precondition for the testing of the
business scenarios.
2. Business Scenarios (Integration Test): The verification testing did encompass all actually
implemented scenarios (see also Sample Scenarios under Applicability, Goals and
Requirements).
3. Test of Roles: e.g. IDES_CRM_SALES_MANAGER
Only problems that occurred during or after the upgrade are described in this verification chapter.
After you execute this Best Practice, check whether you produced the desired results as follows:.

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Business Partners
As of CRM Release 2.0C, GEO data is necessary for defining business partners. Due to this fact you
have to import tables GEO005 and GEO005S from an APO system, if available, or via R/3 SAPNet
Frontend (as you did in Perform the Upgrade, Day 4 Mostly post-upgrade activities, Step 9)

Product
Product master data can be displayed in the CRM system. If you choose Reiter conditions, program
CNRCRMPRSAP304 causes a short dump, because function module
ENQUEUE_CNGCRMPRSAP304 is missing. According to SAP Note 398078 you should use report
/SAPCND/RV12N001 to solve this problem.
You can define and change products in the R/3 System. The transfer to the CRM system should work
without problems with Support Package 02 or later.

Product Catalog / Set Type Attributes

SAP Notes 387875 and 385753 should be applied in this order before starting transaction
START_20C_TRANSFORM. (as already done in Chapter Perform the Upgrade, Day 4 Mostly
post-upgrade activities, Steps 2 and 3), because these notes are part of SP3 only.
If the set type contains an attribute with type check box, two fields overlap on the screen that is
generated when the set types are founded. This causes errors in the syntax check and transport of the
specific set type. To fix this, apply SAP Note 387875.
Some includes within the generated function groups are missing after the upgrade of the existing set
types with transaction START_20C_TRANSFORM (program COM_SETTYPE_ATTRIBUTE_20C).
This causes errors in the maintenance of products. Therefore you should have applied SAP Note
385753 before starting transaction START_20C_TRANSFORM. ( Be aware that this will overwrite
all your previous changes. If you want to keep the previous changes, save them in advance, then
reinstall them after regenerating the set type.)

Solution Database
If transaction IS02 does not work well, apply SAP Note 323730. This Note solves a failure which is
caused by the ABAP runtime error SAPSQL_ARRAY_TAB_TOO_SMALL in include LSRTV1U09
(function module SRTV_WRITE_IDocIDS), during the attempt to change a document and inserting the
changes to table SRTVEXTID. The program tries to insert one or several datasets that already exist.
You have to apply these corrections even though your R/3 backend system (Release 4.6C or 4.6D)
might include Support Package 3 or higher. If you implemented corrections to the function module
SRTV_CORPUS_ADD according to a former version of this SAP Note, you should undo them.

Activities
You can enter and change activities. If textual problems occur, use transaction SP02.
As of CRM Release 2.0C, the system automatically defines an activity when building up the Call List
for a Marketing Campaign.

Opportunities
In CRM Release 2.0C, no failures should occur regarding defining and change of opportunities.

Sales Orders incl. Pricing

If you try to change a text you get short dump SAPLCOM_TEXT_MAINTENANCE. To resolve this
error, implement SAP Note 361781, which describes the deletion of an unnecessary entry in table
CRMC_EVENT_CALL with FUNC_NAM = CRM_EVENT_EXAMPLE_CALLBACK.
If, however, you get the short dump: Program SAPLCRM_EVENT_OW cannot call function module
CRM_STATUS_REOPEN_HEADER_EC, when entering a position for a sales order, you should act
as follows:
1. Define the function module CRM_STATUS_REOPEN_HEADER_EC manually

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2. Consider the two deletion entries in table CRMC_EVENT_CALL with FUNC_NAM =

CRM_STATUS_REOPEN_HEADER_EC when performing the upgrade. With SP3 the
problem will be solved by the fact that table CRMC_EVENT_CALL is deleted per transport
and rebuilt again.
The business processes Internet Sales and the Call Center functionality rely on the function Sales
orders incl. pricing.

Service Order
If you try to change a text, you get a short dump.
You can save a message without text. Transport to the SAP Backend System is not possible because
the message cannot be found in the exit queue of the CRM system.

Customer Interaction Center (CIC)

The CIC is integrated in the Call Center application. If calling the CIC leads to error messages due to
missing workspaces or profiles, you must delete the old standard workspaces, you have in use.
As new workspaces to CRM Release 2.0C you should define BUS_TRANS_MAINT, and
BUS_TRANS_DISPLAY under customer-specific workspaces. See SAP-Brochure CRM Telesales:
Implementation and Configuration Step by Step.
All CIC functions are available, except for entering an order. Also, you cannot simultaneously display
an order and the referring service request as register cards.
You can find business partners sorted by campaign within CIC.

Marketing
As of CRM Release 2.0C, the following criteria are used to build up the mail text in the appropriate
language for a business partner:
Correspondence language
ISO code for language
Logon language
You can let the system translate the mail text. In this case, try to minimize the length of the text blocks.
If they are too long, they cannot be translated and may be saved incorrectly.
You can copy the mail pattern and translate it into English. You can define a new, additional mail
pattern in English. The mail text then is built up in English as required.
During the preparation for the upgrade, classify the existing master data with, for example, the profiles.

Further Information

Background Information and References

The following documentation is available for the upgrade:
Upgrade to Enterprise Buyer professional edition 2.0 / SAP CRM 2.0C: Windows NT from
December 2000
Upgrade of the SAP CRM Field Sales Scenarios to Release 2.0C from January 2001
SAP CRM Middleware solutions to problems that occur after installation and upgrade of
Release 2.0C SP01 from February 2001
SAP Notes in CSN
ITS, IPC download on ftp://sapserv3.wdf.sap-ag.de/
Upgrade CDs
Link to the documentation for the upgrade: http://service.sap.com/instguides
Link to the SAP Notes needed for the upgrade: http://service.sap.com/notes

2001 SAP AG
Best Practice: Upgrading mySAP CRM to Release 2.0C 14

Feedback and Questions

Send any feedback by formulating an SAP customer message to component SV-GST. You can do this
at http://service.sap.com/message.
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