session like 'Agent Session' is not starting when working with CRM IC business role

[Former Member]

Hi Team,

In general, If you start CRM IC, you have 2 sessions, agent and communication session, in my case session like 'Agent Session' is not starting when working with CRM IC business role.

we are facing new issue after upgrade from CRM 6.0 to 7.0, there are two sessions which needs to getting started in back end after click on IC agent
role Y1_XXXX, but it starts only one session i.e. Work Session.

Please find the session details below
1. 'WS' (Working Session)' -> started

2. ‘AS '(Agent Session) -> Not started in CH2

you can check at class - cl_crmcmp_ic_comp_manager => init

If we artificially change the session name from ‘WS’ to ‘AS’(Indirectly starting Agent Session) then it triggers SET_ANCHOR method (because GT_SUBSCRIPTION – Events loaded properly), so ‘CRMICANCH’ object getting
created in doc flow so that no dump happens. So any idea on this?

Thanks,

Vij

[Sigrid · Accepted solution]

Hi Vij,

What Application Info can you see in SM04?

Even if it sounds silly but is your business role of type B IC Webclient?

Have you checked which runtime framework profile is assigned and if it exists in transaction SPRO -> SAP Customizing Implementation Guide Customer Relationship Management -> UI Framework -> UI Framework Definition -> Maintain Runtime Framework Profile. See KBA 1918636 for necessary entries.

Best Regards,
Sigrid

[Former Member · Accepted solution]

Hi Sigrid,

in SM04 after login to web UI, I can see Plugin HTTP, GUI as types.

Yes, the business role is of type 'B' only.

the runtime profile got assigned to default_ic role and also default_ic role is available in runtime frame work profile.

A already checked the mentioned note entries, all of them are fine.

Any other suggestions?

mean while let me check the sicf services.

Thanks,

Vij

[Former Member · Accepted solution]

Hi Bruce Li,

all the mentioned SICF services are active in the system, any further clue?

Thanks,

Vij

[Sigrid · Accepted solution]

Hi Vij,

Check if the customizing for CRM IC exists in

SAP Customizing Implementation Guide

    Customer Relationship Management

       UI Framework

           Basic Functions

               Communication Management Software Integration

                     Define CMS Integration Profiles

is available. Usually, the assignment is done by Function Profile ID CMS_ROLE.

If it does not exist, then the system automatically looks for DEFAULT_IC. Check in transaction CRM_IC_FW_PROF if it is available and looks like:

Best Regards,
Sigrid

[Former Member · Accepted solution]

Hi Sigrid,

As you suggested, I have copied the the role default_ic in client 000 to default_ic in client 300.

But issue didn't resolved. Please let me know for any more cahgnes?

Thanks,

Vij

[Former Member · Accepted solution]

Hi Sigrid,

if I check in working fine system, then the component CRMCMP_IC_FRAME/start.htm

called twice (cl_crmcmp_ic_comp_manager => init), once for WS (working session), 2nd for 'AS' agent session. But in the other sytem its only calls once that too for WS (working session). So all the 'AS' agent session components didn't get loaded.

Thanks,

Vij

[Former Member · Accepted solution]

Hi Team,

Please find the solution below...

This got happen due to cache refresh/run time class regeneration indirectly for component page ‘crmcmp_ic_frame/mcmain.htm’. Even it shown as ‘active’ version then also need to reactivate it for refresh the page. After reactivation then the classes relevant to page get regenerated and page loaded properly.

This will mostly happen because of SP change or system get upgraded to newer version or due to any note changes the respective BSP components got changed by TR. So in these cases we need to reactive those BSP .HTM pages.

Please find the further details below…

After running the http watch in CH2 system, the browser stopped at component crmcmp_ic_frame/mcmain.htm

So due to this after upgrade we faced this below strange behavior..

After selecting business role IC_Agent then it gives the blank screen, try to

refresh the page again or click on URL and press enter then again it

opens the Business role selection page. Then try to select the

IC_Agent role again. This time it will become successful.

So here class cl_crmcmp_ic_comp_manager => init called once in CH2 for 'WS' work session.

where as in CDD its triggered twise, once for 'WS' work session and one more time for 'AS' Agent session. For any IC agent logged to system, then it needs to happen like one WS and one AS needs to be loaded, thats the minimum need.

fyi..

1866327 - CRM IC: How to identify the source of sessions when working with CRM IC business roles and...

in below table have components to be loaded for work session 'WS' and agent session 'AS'.

So all the components which are need to be loaded for 'AS' is not loading

ex :

INTERACTION_MANAGER_LAUNCH    -   CL_CRM_IC_INIT_INTERACTION_MGR              X      'AS'

* Application component initialization

     SELECT * FROM crms_ic_app_comp

       INTO TABLE rt_comps

       WHERE active = lv_active

         AND session_type = iv_session_type.

HTTP watch at CH2:

Method

Result

Type

URL

GET

200

html

http://app.xyzcorp.com:8000/sap(bD1FTiZjPTMwMCZpPTEmZT1SVWxDU2tGRFRWOWZYMTlmTVRCZk9URmZBRkJXaFFVekh0...crmcmp_ic_frame/mcmain.htm?sap-client=300&sap-domainrelax=min&sap-language=EN

After running the http watch in CDD system, the browser executed continuously even after the component crmcmp_ic_frame/mcmain.htm.

So now activated again for regenerating corrupted classes for .htm page.

Thanks,

Vij

[bruce_li]

Hi Vij,

would you please make sure all sicf services mentioned in following two notes have been activated.

1295006 - Mandatory SICF services for IC WebClient • http://service.sap.com/sap/support/notes/1295006

1115493 - CRM Web UI: Mandatory SICF services for CRM framework •http://service.sap.com/sap/support/notes/1115493

Also, are you using loadbalancer, e.g. SAP WebDispatcher ?

Best Regards, Bruce