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CRM_ICI_TRACE - Program CRM_ICI_TRACE

CRM_ICI_TRACE - Program CRM_ICI_TRACE

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Purpose

You use this program to search for trace files of the Integrated Communication Interface (ICI). This enables you to do following for each user and session:

  • Display incoming/outgoing SOAP requests/responses to the communication management software (CMS)
  • Display incoming/outgoing HTTP requests/responses within simplified ABAP messaging (SAM)
  • Display ABAP exceptions raised within the Integrated Communication Interface (ICI) / Business Communication Broker (BCB)
  • Load Traces
  • Compare Traces

You can switch the logging of ICI traces on and off for a user by setting the user parameter CRM_ICI_TRACELEVEL with parameter value XXX (transaction SU2).

Note

Logging ICI traces can affect performance when the trace is switched on for large numbers of users. For example, one user can easily produce 10,000 to 100,000 table entries during one working day. If the trace is running for 10 agents for 2 weeks, there could be between 1 and 10 million table entries for that period, which could have an impact on the performance of the database. Therefore, it is necessary to restrict logging of traces in time and users.

We recommend using the function for analysis purposes only.

Ensure that you consider data privacy regulations before tracing ICI data and delete the traces immediately after analysis.

Integration

Prerequisites

Features

Selection

On the SAP Easy Access screen under Interaction Center -> Interaction Center WebClient-> Utilities-> Display Integrated Communication Interface Trace, you can make the following entries:

  • User
The input help lists all users with a trace stored in the database, including the timestamp of the last recorded trace. You can enter one or more users.
  • Time period
The input help lists all possible selection values for the time period.
  • Other criteria
You can enter the following search options:
  • A time period by dates

  • A search string, such as a text

  • A combination of time period and search string

  • Trace attributes
You can enter the following search options:
  • A trace name

  • A communication system

  • A communication type

Note that the system automatically determines the communication type for new traces. However, you must make entries for trace name and communication system.
  • Load trace
You can load a trace file. The file is shown in display mode. The system does not save loaded trace files.
Note
Do not edit the trace file before loading it. You can load trace files from other systems.
  • Compare traces
You can compare two traces on one screen.
  • Load Web browser trace
You can load a trace from your Interaction Center Web browser trace window. You can switch the logging of ICI traces on and off for a user by setting the user parameter CRM_ICWC_TEST with parameter value XX (transaction SU2).

You can choose to display the trace content as follows:

  • Text view
  • Hierarchical view

If exactly two traces are selected and the delta in creation time is lower than one minute, it is assumed that these traces belong to the agent and communication session of the same agent logon. In that case, the trace tool tries to link these two traces and display them as one trace.

Standard Variants

Output

The viewer offers the following functions in display mode:

  • Accessing a trace entry by double click
  • Stepping forward/backward slowly or quickly through the trace entries; jumping to the first/last entry
  • Stepping forward/backward through the previously selected traces
  • Refreshing the trace (makes sense only when the user session is still running, and immediate trace storing is switched on in the user parameters)
  • Downloading the trace
  • Displaying decoded URL and ABAP messages in an extra window
  • Deleting traces from the database that are older than two weeks
  • Searching for text in trace entries
Note
Trace files can be downloaded locally as .txt files and are readable with simple text editors such as Notepad.

The viewer offers the following functions in comparison mode:

  • Comparing two trace files
  • Displaying the trace content by double-clicking a trace entry
  • Manually adjusting the trace entries from both files to edit the trace content
  • Searching for text in trace entries
  • Merging trace files
You can merge trace entries for example from the communication session and the agent session to view the entries in a single file.
Note
The system does not perform a plausibility check on the selected traces.

Example






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This documentation is copyright by SAP AG.

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