During synchronization, the software determines one of the following statuses for an item:
Confirmation: The item was created, modified, or deleted in either SAP CRM or the groupware client.
Conflict: The item was modified in both SAP CRM and the groupware client.
The Conflicts/Confirmations
window can be displayed to enable users to preview the changes that will be made during synchronization. These are either confirmation cases or conflict cases. In the synchronization settings, in the Confirmations and
Conflicts
pane, you can determine separately whether the window appears for confirmations, conflicts, or both (if you have authorization to make this setting).
The Conflicts/Confirmations
window displays all items relevant for synchronization. Depending on the synchronization settings that apply for the user’s groupware profile, the user can or cannot determine the results of synchronization in the Conflicts/Confirmations
window.
Note
The synchronization direction defined in the Confirmations and Conflicts
pane is the master setting for both manual and automatic synchronization.
Overview of synchronization actions
For each item in the list of items relevant for synchronization, you can see the resulting action in the groupware client (Result in Outlook/Lotus
), the resulting action in SAP CRM (Result
in SAP CRM
), and the default synchronization result (Sync Result
).
Filter
You can filter the list of items for synchronization according to entity, for example, if you want to initially check all changed contacts only.
Comparison of items in SAP CRM and the groupware client
You can click the link for an item to display a detailed comparison of the item in SAP CRM and the groupware client. This enables you to see which changes have been made and further information such as the time when the item was changed.
User determination of synchronization result
You can select the desired synchronization result under Sync Result
. The following options are always available regardless of the synchronization settings:
Skip item
You can select the option Skip
to exclude an item from synchronization. As of version 10.30 of the client groupware integration component, you can select multiple items and click a button to skip them.
When the next synchronization takes place, the item reappears in the list as relevant for synchronization.
Add item to exception list (exclude from synchronization)
You can select the option Add to Exception List
to exclude an item from synchronization until further notice. As of version 10.30 of the client groupware integration component,
you can select multiple items and click a button to add them to the exception list.
If you want to include the item in synchronization at a later point in time, you can do this in the synchronization settings in the Advanced
pane by selecting the checkbox Temporarily Include Exception List Entries
.
If the setting No Default Action
is activated in the synchronization settings (Confirmation and Conflicts
pane), you can also determine whether the item in SAP CRM or the groupware client is retained.
You can select multiple items with the same synchronization result and skip them all, add them all to the exception list, or clear them all from the Conflicts/Confirmations
window.
The actions taken during synchronization, depending in the Confirmation and Conflicts
pane of the synchronization settings, are shown below.
The Conflicts/Confirmations
window is displayed during synchronization in case of confirmations with the following actions displayed:
Sync Direction |
User Action |
Resulting Synchronization Action |
---|---|---|
Both Directions |
Creation in groupware |
Result in Outlook/Lotus -> Nothing To Do Result in SAP CRM -> To Be Added Sync Result -> Add to SAP CRM |
Creation in SAP CRM |
Result in Outlook/Lotus -> To Be Added Result in SAP CRM -> Nothing To Do Sync Result -> Add to Outlook/Lotus |
|
Deletion in groupware |
Result in Outlook/Lotus -> To Be Recreated Result in SAP CRM -> To Be Deleted Sync Result -> 1. Delete in SAP CRM 2. Recreate in Outlook/Lotus |
|
Deletion in SAP CRM |
Result in Outlook/Lotus -> To Be Deleted Result in SAP CRM -> To Be Recreated Sync Result -> 1. Delete in Outlook/Lotus 2. Recreate in SAP CRM |
|
Modification in groupware |
Result in Outlook/Lotus -> Nothing To Do Result in SAP CRM -> To Be Updated Sync Result -> Overwrite in SAP CRM |
|
Modification in SAP CRM |
Result in Outlook/Lotus -> To Be Updated Result in SAP CRM -> Nothing To Do Sync Result -> Overwrite in Outlook/Lotus |
|
Outlook/Lotus to CRM |
Creation in groupware |
Result in Outlook/Lotus -> Nothing To Do Result in SAP CRM -> To Be Added Sync Result -> Add to SAP CRM |
Creation in SAP CRM |
No window is shown as this item is not considered for synchronization (should not be created in Outlook/Lotus). |
|
Deletion in groupware |
Result in Outlook/Lotus -> Nothing To Do Result in SAP CRM -> To Be Deleted Sync Result -> Delete in SAP CRM |
|
Deletion in SAP CRM |
Result in Outlook/Lotus -> Nothing To Do Result in SAP CRM -> Recreate in SAP CRM Sync Result -> Recreate in SAP CRM |
|
Modification in groupware |
Result in Outlook/Lotus -> Nothing To Do Result in SAP CRM -> To Be Updated Sync Result -> Overwrite in SAP CRM |
|
Modification in SAP CRM |
No window is shown as this item is not considered for sync (should not be updated in Outlook/Lotus). |
|
CRM to Outlook/Lotus |
Creation in groupware |
No window is shown as this item is not considered for sync (should not be created in Outlook/Lotus). |
Creation in SAP CRM |
Result in Outlook/Lotus -> To Be Added Result in SAP CRM -> Nothing To Do Sync Result -> Add to Outlook/Lotus |
|
Deletion in groupware |
Result in Outlook/Lotus -> Recreate in Outlook/Lotus Result in SAP CRM -> Nothing To Do Sync Result -> Recreate in Outlook/Lotus |
|
Deletion in SAP CRM |
Result in Outlook/Lotus -> To Be Deleted Result in SAP CRM -> Nothing To Do Sync Result -> Delete in Outlook/Lotus |
|
Modification in groupware |
Should not be updated in SAP CRM. No window is shown as this item is not considered for sync (should not be updated in groupware client/). |
|
Modification in SAP CRM |
Result in Outlook/Lotus -> To Be Updated Result in SAP CRM -> Nothing To Do Sync Result -> Overwrite in Outlook/Lotus |
The Conflicts/Confirmations
window is not displayed during synchronization in case of confirmations. The synchronization direction defined in the Synchronization
pane is taken into account and the resulting synchronization actions
are the same as when the Conflicts/Confirmations
window is displayed.
The Conflicts/Confirmations
window is not displayed in case of conflicts.
Note that the No Default Action
checkbox cannot be selected in this case as a default action is required.
Sync Options |
Conflict Resolution Options |
Resulting Synchronization Action |
---|---|---|
Both Directions |
Outlook/Lotus has Priority |
Update in CRM |
SAP CRM has Priority |
Update in Outlook/Lotus |
|
No Default Action (disabled) |
Not applicable |
|
Outlook/Lotus to CRM |
Outlook/Lotus has Priority |
Update in CRM |
SAP CRM has Priority |
Update in CRM |
|
No Default Action (disabled) |
Not applicable |
|
CRM to Outlook/Lotus |
Outlook/Lotus has Priority |
Update in Outlook/Lotus |
SAP CRM has Priority |
Update in Outlook/Lotus |
|
No Default Action (disabled) |
Not applicable |
The Conflicts/Confirmations
window is displayed in case of conflicts.
Sync Options |
Conflict Resolution Options |
Resulting Default Action |
---|---|---|
Both Directions |
Outlook/Lotus has Priority |
Update in CRM |
SAP CRM has Priority |
Update in Outlook/Lotus |
|
No Default Action |
? (no default action) with the following options:
|
|
Outlook/Lotus to CRM |
Outlook/Lotus has Priority |
Update in CRM with the following options:
|
SAP CRM has Priority |
? (no default action) with the following options:
|
|
No Default Action |
? (no default action) with the following options:
|
|
CRM to Outlook/Lotus |
Outlook/Lotus has Priority |
? (no default action) with the following options:
|
SAP CRM has Priority |
Update in Outlook/Lotus with the following options:
|
|
No Default Action |
? (no default action) with the following options:
|