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Appointments are activities that you schedule in your calendar, which can have attendees. Client groupware integration synchronizes all appointments with the category for which the user assigned as employee responsible between SAP CRM and the groupware client.

  • Employee responsible

    • For Microsoft Outlook, appointments without an employee responsible cannot be synchronized. The employee responsible can only be assigned using the Relate to SAP CRM  add-in in Microsoft Outlook. There is no automatic assignment of the user as employee responsible.

    Appointments will not be synchronized to CRM in the following case:

  • An external ( non-client groupware ) user sends a meeting request to a groupware user.
  • The groupware user accepts and relates the appointment to CRM.
  • As the groupware user is an attendee and not the organiser/employee responsible the appointment will not be synchronized to CRM.

  • Attendee synchronization

    • Attendee names are downloaded from SAP CRM to the groupware client as part of the business information only, and not as proper attendees.Attendee information is not synchronized from the groupware client to the _Attendee _assignment block in SAP CRM.

Features

Attendee

Organizer

The organizer is the Owner of an appointment. He is assigned as employee responsible of the appointment when created in mail client or when downloaded from SAP CRM.

CRM Attendee

An employee who is an attendee of a CRM appointment is a CRM attendee. Attendee names are downloaded from SAP CRM to the groupware client only as notes in the body of the appointment (in Outlook 2003 and Lotus Notes) or in the business information pane (in Outlook 2007 and Outlook 2010), and not as proper attendees.

Groupware Attendee

A user who is an attendee of an appointment created in the mail client is a Groupware attendee. Attendee information is not synchronized from the groupware mail client to the Attendee assignment block in SAP CRM.

SAP CRM Appointment (CRM Attendee)

  •  On creation of an appointment in CRM
    • Appointment will be synced to both Owner’s and Attendee’s mail client but the owner will be the employee responsible of this appointment in both Owner’s and Attendee’s mail client. 
  • On modifying the appointment in CRM
    • Changes will be synced to both Owner’s and Attendee’s mail client after synchronization
  • On modifying the appointment in Owner’s mail client
    • Changes will be synced to SAP CRM when the owner performs sync and later these changes will be downloaded to Attendee’s mail client on synchronization from Attendees mail client
  • On modifying the appointment in Attendee’s mail cliento
    • Changes will be locally saved in his mail client and will not be synced to SAP CRMo Changes will be overwritten in Attendee’s mail client on synchronization if there is any update from the Owner.
  •  On deleting the appointment in CRM
    • Appointment will be deleted from Owner’s and Attendee’s mail client on synchronization.
  •  On deleting the appointment in Owner’s mail cliento
    • Appointment will be deleted from SAP CRM when the owner performs sync and later this appointment will be deleted from Attendee’s mail client on synchronization from Attendee’s mail client.
  •  On deleting the appointment in Attendee’s mail cliento
    •  Relationship between the Attendee and the CRM Appointment will be deleted on sync and there by deleting the entry from CRM calendar view of theAttendee. After the attendee relation is broken in CRM, attendee list will be updated to owners mail client on synchronization

Outlook or Lotus Appointment (Groupware Attendee)

  •  On creation of an appointment in Mail client (Meeting Request)
    •   Organizer of this Appointment can sync this appointment to SAP CRM and he will be the employee responsible.* Information about the attendees of this appointment cannot be synced to SAP CRM.
    • All the attendees who are part of this appointment will get this appointment to their mail client which is an Outlook or Lotus Notes behavior. The category of this appointment will be set as SAP CRM but however this cannot be synced to CRM as he is not the employee responsible of this appointment since he is not the organizer of this appointment.
  • On modifying the appointment in CRM
    • Changes will be synced to Organizer’s mail client on synchronization
    • Attendees will get these changes only if the Organizer sends an update from his mail client. (Outlook or Lotus Notes behavior)
  • On modifying the appointment in Organizer’s mail client
    • Changes will be synced to SAP CRM when the organizer performs sync.
    • Attendees will get these changes only if the Organizer sends an update from his mail client. (Outlook or Lotus Notes behavior)
  • On modifying the appointment in Attendee’s mail client
    • Changes will be locally saved in his mail client and will not be synced to SAP CRM and will be overwritten in Attendee’s mail client if there is any update from the Organizer.
  • On deleting the appointment in CRM
    • Appointment will be deleted from Organizer’s mail client.
    • Attendees will not get any notification.
  • On deleting the appointment in Organizer’s mail client
    • Appointment will be deleted from SAP CRM when the organizer performs sync.
    • Attendees will get a notification for deletion if the Organizer sends cancellation.
  • On deleting the appointment in Attendee’s mail client
    • Notification will be sent to organizer only if the attendee declines the meeting.

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Client side groupware integration

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