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Function documentationConfirmations and Conflicts

 

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 Note

The synchronization direction defined in the Confirmations and Conflicts pane is the master setting for both manual and automatic synchronization.

End of the note.

Features

Conflicts/Confirmations Window
  • 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.

Settings for the Conflicts/Confirmations Window and Resulting Synchronization Actions

The actions taken during synchronization, depending in the Confirmation and Conflicts pane of the synchronization settings, are shown below.

“Show Confirmation Window for”, “All” Selected

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

“Show Confirmation Window for”: No Options Selected

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.

Checkbox “Show Conflict Resolution Window” Not Selected

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

Checkbox Show Conflict Resolution Window is Selected

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:

  • Update in CRM

  • Update in Outlook/Lotus

  • Add to Exception List

  • Skip

Outlook/Lotus to CRM

Outlook/Lotus has Priority

Update in CRM with the following options:

  • Add to Exception List

  • Skip

SAP CRM has Priority

? (no default action) with the following options:

  • Update in CRM

  • Add to Exception List

  • Skip

No Default Action

? (no default action) with the following options:

  • Update in CRM

  • Add to Exception List

  • Skip

CRM to Outlook/Lotus

Outlook/Lotus has Priority

? (no default action) with the following options:

  • Update in Outlook/Lotus

  • Add to Exception List

  • Skip

SAP CRM has Priority

Update in Outlook/Lotus with the following options:

  • Add to Exception List

  • Skip

No Default Action

? (no default action) with the following options:

  • Update in Outlook/Lotus

  • Add to Exception List

  • Skip