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Overview of monitoring and troubleshooting (Duet Enterprise)

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Duet Enterprise for Microsoft SharePoint and SAP installs the Duet Enterprise SharePoint Add-on and Duet Enterprise SAP Add-on. Because these components add functionality to SharePoint Server 2010 and an SAP system, administrators have to monitor and troubleshoot issues that these new components might introduce. This article helps you understand how to monitor and troubleshoot Duet Enterprise end-to-end, from the SharePoint Server farm to the SAP system. Although this article is intended primarily for Microsoft administrators, it also provides information about interactions with SAP administrators. For more information about how to troubleshoot an SAP environment, see the Troubleshooting section in the Duet Enterprise SAP Operations Guide on the SAP Support Portal (https://go.microsoft.com/fwlink/p/?LinkId=205294).

In this article:

  • About monitoring and troubleshooting

    This section provides a high-level overview of monitoring and troubleshooting.

  • Personas involved in troubleshooting

    This section introduces the different personas who can be involved in troubleshooting.

  • Troubleshooting scenarios

    This section describes common troubleshooting scenarios.

About monitoring and troubleshooting

End-to-end monitoring of components that are on servers that run SAP and servers that run SharePoint Server is critical to the trouble-free operation of Duet Enterprise. This monitoring is done by using both SAP standard tools and Microsoft standard tools.

SAP administrators can monitor critical components on servers that run SAP and servers that run SharePoint Server 2010 by using SAP Computer Center Management System (CCMS). CCMS provides administrators with e-mail alerts or System Management Server (SMS) alerts for failed Duet Enterprise components and provides administrators the option to schedule reports for monitoring purposes. Drilling down to the Service consumption layer node in SAP CCMS enables SAP administrators to see exactly what failed and how to fix it. SAP administrators can also monitor system performance and view system configuration changes in SAP Solution Manager Diagnostics (SMD).

SharePoint administrators can use Microsoft System Center Operations Manager 2007 (SCOM) to monitor client computers and computers that are running SharePoint Server. SharePoint administrators can also maintain and execute health rules and view detailed results of Microsoft Operations Monitor (MoM) alerts. Because Duet Enterprise uses a Microsoft Business Connectivity Services connector for communication between the SharePoint Server farm and SAP system, you can use the Microsoft Business Connectivity Services node in SCOM to monitor Duet Enterprise. For more information about SCOM, see the Microsoft System Center Operations Manager (https://go.microsoft.com/fwlink/p/?LinkId=155948) site.

Duet Enterprise also provides tools to help administrators troubleshoot components that are critical to the health of Duet Enterprise. For example, SAP administrators can do the following:

  • Troubleshoot SAP errors and malfunctions from within the SAP NetWeaver ABAP environment.

  • Browse through the log messages, identify the exact step that failed, and determine how the problem can be fixed.

  • Run end-to-end tracing and see the trace results in SAP SMD.

SharePoint administrators can do the following:

  • Use a unique ID, called a Correlation ID, to trace a specific problem in SharePoint trace logs.

  • Use the Microsoft Management Console (MMC) console to troubleshoot deployment issues.

  • Remotely view errors on client computers.

  • Use the Health Status pages on the Central Administration Web site to view the health of components.

Personas involved in troubleshooting

Troubleshooting is a collaborative effort among individuals. For example, a SharePoint end user generally detects an issue and then reports the issue to Helpdesk. A Helpdesk representative might then assign the issue to an administrator for additional investigation and resolution. In addition to a SharePoint end user and Helpdesk representative, the following types of individuals are often involved in this troubleshooting and problem resolution process:

  • Members of the SharePoint Server Farm Administrators group, administrators of SharePoint service applications, or delegated administrators of SharePoint service applications

  • Windows administrator on the SharePoint Server farm (a member of the Administrators group on a computer that runs SharePoint Server)

  • SharePoint site collection administrator

  • SharePoint site owner

  • SAP administrator

Guidelines for monitoring and troubleshooting Duet Enterprise

The following are general practices and conventions for monitoring Duet Enterprise operations and troubleshooting problems.

Troubleshooting scenarios

This section describes the most common troubleshooting scenarios that you might encounter.

Reporting supportability scenarios

Scenarios included in this section:

  • List of report templates missing

  • Error while configuring reporting parameters

  • Report not delivered

List of report templates missing

In this scenario, an end user who browses to a SharePoint site on which the Reporting solution is enabled notices that some SAP report templates are missing.

Troubleshoot missing SAP report templates

Troubleshooting guidance

  • In ULS Viewer, filter the event log by user ID and note the Document ID of the missing report template. Download ULS Viewer (https://go.microsoft.com/fwlink/p/?LinkId=195379).

  • Verify that the SharePoint user has been granted execute permissions on all BDC models.

  • Verify that an SAP administrator has mapped the user account in the SAP system to the SharePoint user account in the SharePoint system and that the SharePoint user can access the Service Consumption Layer and external data that is stored in the SAP system.

For more information about troubleshooting issues that are related to Microsoft Business Connectivity Services, see Monitoring and Diagnostic logging in Business Connectivity Services overview (SharePoint Server 2010) (https://go.microsoft.com/fwlink/p/?LinkId=212902)

Error while configuring report parameters

In this scenario, an end user attempts to edit the parameters on a report template on a SharePoint site on which the Reporting feature is enabled. Errors occur when the user opens, edits, or saves the report template parameters.

Troubleshoot error editing report configuration

Troubleshooting guidance

  • In ULS Viewer, filter the event log by user ID and note the Document ID of the report template. Download ULS Viewer (https://go.microsoft.com/fwlink/p/?LinkId=195379).

  • Verify that the SharePoint user has been granted execute permissions on all BDC models.

  • Verify that an SAP administrator has mapped the user account in the SAP system to the SharePoint user account in the SharePoint system and that the SharePoint user can access the Service Consumption Layer and external data that is stored in the SAP system.

Report not delivered

In this scenario, an end user requests an SAP report, but the report is not generated on the SAP system and routed to the reporting site.

Troubleshoot SAP report not delivered to site

Troubleshooting guidance

  • In ULS Viewer, filter the event log by user ID and note the Document ID of the missing report. Download ULS Viewer (https://go.microsoft.com/fwlink/p/?LinkId=195379).

  • Verify that the SharePoint user has been granted execute permissions on all BDC models.

  • Verify that an SAP administrator has mapped the user account in the SAP system to the SharePoint user account in the SharePoint system and that the SharePoint user can access the Service Consumption Layer and external data that is stored in the SAP system.

  • Verify that the SharePoint user has permissions to the reporting site.

    On the reporting site, on the Site Actions menu, click Site Settings, and then click Permissions.

For more information about metadata-based routing and storage, see Metadata-based routing and storage overview (SharePoint Server 2010) (https://go.microsoft.com/fwlink/p/?LinkId=212903).

Workflow supportability scenarios

Scenarios included in this section:

-

  • Tasks not delivered to SharePoint Server

  • Task delivered to SharePoint Server but with errors

  • Task approvals not synchronized with SAP workflow

Tasks not delivered to SharePoint Server

In this scenario, a batch of SAP workflow tasks fails to be delivered to SharePoint Server. Each unique task in an SAP workflow is implemented as a separate SharePoint Server 2010 declarative workflow, called an SAP workflow task.

Troubleshoot SAP workflow tasks not delivered

Troubleshooting guidance

  • In ULS Viewer, filter the event log by user ID and note the corresponding Workitem ID and Correlation ID of the task requests that the SAP system sent. Download ULS Viewer (https://go.microsoft.com/fwlink/p/?LinkId=195379).

  • Verify that the SharePoint user has been granted execute permissions on all of the BDC models.

  • Verify that an SAP administrator has mapped the user account in the SAP system to the SharePoint user account in the SharePoint system and that the SharePoint user can access the Service Consumption Layer and external data that is stored in the SAP system.

For more information about troubleshooting workflows in Duet Enterprise, see Troubleshooting (Duet Enterprise) (https://go.microsoft.com/fwlink/p/?LinkId=205296).

Task delivered to SharePoint Server but with errors

In this scenario, a batch of SAP workflow tasks are delivered to SharePoint Server, but failures occur and some SAP workflow tasks do not successfully create declarative SharePoint workflows.

Troubleshoot workflow task delivered with error

Troubleshooting guidance

  • In ULS Viewer, filter the event log by user ID and note the corresponding Workitem ID and Correlation ID of the task requests that the SAP system sent. Download ULS Viewer (https://go.microsoft.com/fwlink/p/?LinkId=195379).

  • Verify that the SharePoint user has been granted execute permissions on all of the BDC models.

  • Verify that an SAP administrator has mapped the user account in the SAP system to the SharePoint user account in the SharePoint system and that the SharePoint user can access the Service Consumption Layer and external data that is stored in the SAP system.

  • Verify that the workflow site is correctly registered as a Duet Enterprise Workflow site.

    Browse to the top-level site of the site collection for the Duet Enterprise workflow. On the Site Actions menu, click Site Settings, and then click Troubleshoot Duet Enterprise Workflow.

For more information about how to prepare and register a workflow site in Duet Enterprise, see Create a Workflow site (https://go.microsoft.com/fwlink/p/?LinkID=203634).

Task approvals not synchronized with SAP workflow

In this scenario, a SharePoint user is unable to approve or reject a task on a workflow site in SharePoint Server. The user encounters an error message that includes the Correlation ID value for the task, and the task action in the declarative workflow that is running in SharePoint Server is not synchronized with the SAP workflow.

Troubleshoot unable to approve SAP task

Troubleshooting guidance

  • . In ULS Viewer, filter the event log by user ID and note the corresponding Workitem ID and Correlation ID of the task requests that the SAP system sent. Download ULS Viewer (https://go.microsoft.com/fwlink/p/?LinkId=195379).

  • Verify that the SharePoint user has been granted execute permissions on all of the BDC models.

  • Verify that an SAP administrator has mapped the user account in the SAP system to the SharePoint user account in the SharePoint system and that the SharePoint user can access the Service Consumption Layer and external data that is stored in the SAP system.

  • To verify that the workflow site is correctly registered as a Duet Enterprise Workflow site.

    Browse to the top-level site of the site collection for the Duet Enterprise workflow. On the Site Actions menu, click Site Settings, and then click Troubleshoot Duet Enterprise Workflow.

Duet Enterprise sites supportability scenarios

Scenarios included in this section:

  • Unable to create the Duet Enterprise sites

  • Unable to create a Collaboration Workspace

Unable to create the Duet Enterprise sites

In this scenario, a SharePoint Farm administrator is unable to create a site collection by using the Duet Enterprise Sites site collection template.

Troubleshoot cannot create Duet Enterprise site

Troubleshooting guidance

  • Use ULS Viewer to look for runtime errors. Download ULS Viewer (https://go.microsoft.com/fwlink/p/?LinkId=195379).

  • Use Duet Enterprise configuration checking tools to identify missing dependencies and repair Duet Enterprise installation.

  • Verify that the certificates that are used to establish a trust relationship with the SAP system are valid and have not expired.

For information on how to verify the health of a security configuration and display a list of the BDC models that you imported, see Check configuration health (https://go.microsoft.com/fwlink/p/?LinkID=205814).

For guidance on how to repair the Duet Enterprise files in the file system of a computer that is running Microsoft SharePoint Server, see Repair Duet Enterprise (https://go.microsoft.com/fwlink/p/?LinkID=205600).

For information about the prerequisites for installing Duet Enterprise, see Hardware and software requirements (https://go.microsoft.com/fwlink/p/?LinkID=205818).

Unable to create a Collaboration Workspace

In this scenario, a SharePoint Workspace user is unable to open a collaboration workspace for his customer account.

Troubleshoot cannot open collaboration workspace

Troubleshooting guidance

  • Verify that the SharePoint user has been granted execute permissions on all of the BDC models.

  • Verify that the user account in the SAP system is mapped to the SharePoint user account in the SharePoint system by an SAP administrator, and that the SharePoint user can access the Service Consumption Layer and external data that is stored in the SAP system.

  • Verify that the SharePoint user has permissions to the collaboration workspace site. On the collaboration workspace site, on the Site Actions menu, click Site Settings, and then click Permissions.