Oracle CRM On Demand Integration To Siebel CRM Installation Guide 1

CRM On Demand
Oracle CRM On Demand

Integration to Siebel CRM
Administration Guide
Version 1.1
July 2009
E12741-02
Copyright © 2005, 2009
Oracle and/or its affiliates. All rights reserved.
Oracle is a registered trademark of Oracle Corporation and/or its affiliates. Other names may be
trademarks of their respective owners.
This software and related documentation are provided under a license agreement containing restrictions
on use and disclosure and are protected by intellectual property laws. Except as expressly permitted in
your license agreement or allowed by law, you may not use, copy, reproduce, translate, broadcast,
modify, license, transmit, distribute, exhibit, perform, publish or display any part, in any form, or by any
means. Reverse engineering, disassembly, or decompilation of this software, unless required by law for
interoperability, is prohibited.
The information contained herein is subject to change without notice and is not warranted to be error-
free. If you find any errors, please report them to us in writing.
If this software or related documentation is delivered to the U.S. Government or anyone licensing it on
behalf of the U.S. Government, the following notice is applicable:
U.S. GOVERNMENT RIGHTS. Programs, software, databases, and related documentation and technical
data delivered to U.S. Government customers are "commercial computer software" or "commercial
technical data" pursuant to the applicable Federal Acquisition Regulation and agency-specific
supplemental regulations. As such, the use, duplication, disclosure, modification, and adaptation shall
be subject to the restrictions and license terms set forth in the applicable Government contract, and, to
the extent applicable by the terms of the Government contract, the additional rights set forth in FAR
52.227-19, Commercial Computer Software License (December 2007). Oracle USA, Inc., 500 Oracle
Parkway, Redwood City, CA 94065.
This software is developed for general use in a variety of information management applications. It is not
developed or intended for use in any inherently dangerous applications, including applications which may
create a risk of personal injury. If you use this software in dangerous applications, then you shall be
responsible to take all appropriate fail-safe, backup, redundancy and other measures to ensure the safe
use of this software. Oracle Corporation and its affiliates disclaim any liability for any damages caused
by use of this software in dangerous applications.
The Programs may provide links to Web sites and access to content, products, and services from third
parties. Oracle is not responsible for the availability of, or any content provided on, third-party Web sites.
You bear all risks associated with the use of such content. If you choose to purchase any products or
services from a third party, the relationship is directly between you and the third party. Oracle is not
responsible for: (a) the quality of third-party products or services; or (b) fulfilling any of the terms of
the agreement with the third party, including delivery of products or services and warranty obligations
related to purchased products or services. Oracle is not responsible for any loss or damage of any sort
that you may incur from dealing with any third party.
Contents
Chapter 1: What’s New in This Release
Chapter 2: Overview of Oracle CRM On Demand

Oracle CRM On Demand Integration to Siebel CRM 9
Solution Assumptions and Constraints for Oracle CRM On Demand Integration to
Siebel CRM 9
Lists of Values 10
Product Data 10
Transaction Logging 10
Scope of This Release 11
Chapter 3: About Oracle CRM On Demand Integration to

Siebel CRM
Synchronization Mechanism 13
Changes Made to the User Interface for Siebel CRM 14
Workflows to Synchronize Accounts 15
Oracle Business Processes Execution Language Workflows for Accounts 16
Workflows to Transform Account Data 17
Transaction Logging Workflow Events for Accounts 18
Workflow Policy Actions for Accounts 18
Workflow Processes for Accounts 19
Data Mapping for Accounts 20
Workflows to Synchronize Contacts 21
Oracle Business Processes Execution Language Workflows for Contacts 21
Workflows to Transform Contact Data 23
Transaction Logging Workflow Events for Contacts 23
Workflow Policy Actions for Contacts 24
Workflow Processes for Contacts 24
Data Mapping for Contacts 25
Workflows to Synchronize Opportunities 26
About Opportunity Synchronization 26
Oracle Business Processes Execution Language Workflows for Opportunities 27
Workflows to Transform Opportunity Data 28
Oracle CRM On Demand Integration to Siebel CRM Administration Guide 3

Version 1.1
Contents ■
Workflow Events for Transaction Logging for Opportunities 28

Workflow Policy Actions for Opportunities 29
Workflow Processes for Opportunities 29
Data Mapping for Opportunities 30
Workflows to Synchronize Products 30
Oracle Business Processes Execution Language Workflows for Products 31
Workflows to Transform Product Data 31
Workflow Policy Actions for Products 32
Workflow Processes for Products 32
Data Mapping for Products 32
Other Oracle Business Processes Execution Language Workflows 33
Chapter 4: Customizing Field Synchronization

Process of Adding Fields 35
Identifying Oracle CRM On Demand Fields 36
Generating a New Oracle CRM On Demand WSDL 37
Identifying Siebel CRM Fields 37
Updating the Siebel CRM WSDL 38
Updating the Siebel CRM Transaction Logger XSD 39
Example of Inserting Fields in XSL Files 40
Conversion Functions from Siebel CRM to Oracle CRM On Demand 43
ConvertBoolean Function for Siebel CRM 44
ConvertDate Function for Siebel CRM 44
ConvertDateTimeToDate Function for Siebel CRM 45
ConvertPicklist Function for Siebel CRM 45
TrimStringLength Function for Siebel CRM 46
Oracle CRM On Demand to Siebel CRM Conversion Functions 47
ConvertBoolean Function for Oracle CRM On Demand 47
ConvertDate Function for Oracle CRM On Demand 47
ConvertDateToDateTime Function for Oracle CRM On Demand 48
ConvertPhoneNumber Function for Oracle CRM On Demand 48
ConvertPicklist Function for Oracle CRM On Demand 49
TrimStringLength Function for Oracle CRM On Demand 49
Converting Picklists with Domain Value Maps 50
Chapter 5: Troubleshooting Oracle CRM On Demand

Synchronization Failure Alerts from Oracle CRM On Demand 55
Log Files for Oracle CRM On Demand Integration to Siebel CRM 55
4 Oracle CRM On Demand Integration to Siebel CRM Administration Guide

Version 1.1
Contents ■
Error Messages for Oracle CRM On Demand Integration to Siebel CRM 56

Troubleshooting Strategies 58
Typical Synchronization Scenarios 60
Glossary
Index

Version 1.1
Contents ■

Version 1.1
1 What’s New in This Release
What’s New in Oracle CRM On Demand Integration to Siebel CRM

Administration Guide, Version 1.1
Table 1 lists changes described in this version of the documentation to support release 1.1 of the
software.
Table 1. New Product Features in Oracle CRM On Demand Integration to Siebel CRM
Administration Guide, Version 1.1
Topic Description
Solution Assumptions and The list of supported platforms has been updated.
Constraints for Oracle CRM On
Demand Integration to Siebel
CRM on page 9
Solution Assumptions and The solution assumptions and constraints have been updated.
Constraints for Oracle CRM On
CRM on page 9
Glossary on page 65 The glossary has been moved to an appendix.
Additional Changes
The following changes have been applied throughout the book:
■ The format and appearance of this book have been updated.
■ For improved interoperability with screen-reading software the use of a greater than symbol (>)
in menu navigation has been replaced with a comma.
■ Changed BPEL to Oracle Business Process Execution Language throughout the book.
■ Changed SOA to Oracle Service Oriented Architecture throughout the book.

Version 1.1
What’s New in This Release ■

Version 1.1
2 Overview of Oracle CRM On
CRM
This chapter provides an overview and describes solution assumptions. It contains the following
topics:
■ Oracle CRM On Demand Integration to Siebel CRM
■ Solution Assumptions and Constraints for Oracle CRM On Demand Integration to Siebel CRM on
page 9
■ Scope of This Release on page 11
Oracle CRM On Demand Integration to

Siebel CRM
The Oracle CRM On Demand Integration to Siebel CRM synchronizes data between Oracle’s Siebel
CRM (Enterprise version of the Oracle CRM application, typically deployed at the customer site) and
Oracle CRM On Demand (SaaS-based CRM application). This prebuilt integration provides the
following functionality:
■ Synchronizing accounts between Oracle CRM On Demand and Siebel CRM
■ Synchronizing contacts between Oracle CRM On Demand and Siebel CRM
■ Synchronizing opportunities between Oracle CRM On Demand and Siebel CRM
■ Synchronizing opportunity-revenue between Oracle CRM On Demand and Siebel CRM
■ Synchronizing products from Siebel CRM to Oracle CRM On Demand
The Oracle CRM On Demand Integration to Siebel CRM can integrate a single instance of Siebel CRM
with one or more instances of Oracle CRM On Demand.
Solution Assumptions and Constraints

for Oracle CRM On Demand Integration
to Siebel CRM
The Oracle CRM On Demand Integration to Siebel CRM integrates the following applications:
■ Oracle CRM On Demand, Release 15 (1.9.0 931.0.03) and later
■ Siebel CRM, version 7.8.2.11 Siebel Cross-Industry Applications or version 7.8.2.12 Siebel
Industry Applications

Version 1.1
Overview of Oracle CRM On Demand Integration to Siebel CRM ■ Solution Assumptions
and Constraints for Oracle CRM On Demand Integration to Siebel CRM
Each instance of Oracle CRM On Demand must be mapped to a unique organization in Siebel CRM.
This mapping enables Siebel CRM to integrate with multiple instances of Oracle CRM On Demand and
ensures that updates to Siebel CRM records are synchronized with the correct Oracle CRM On
Demand instance.
Lists of Values
Lists of Values (LOV) are not synchronized between Oracle CRM On Demand and Siebel CRM. The
resolution takes place using mappings. The mapping consists of two extensible Domain Value Maps
defined in the Middle Tier (one in each direction) and there is one mapping pair for each Oracle CRM
On Demand instance. LOV data and field settings, such as read only, required, and so on must be
configured to be the same between the Siebel CRM and Oracle CRM On Demand instances. For
example, if the Account-Status field is marked as a required field in Siebel CRM, it must also be
configured as a required field in Oracle CRM On Demand. Also, the members of the Account-Status
LOV (Candidate, Qualified, Active, Inactive, and so on) must have a one-to-one mapping. For
example, the Candidate status in Siebel CRM must have a matching LOV value in Oracle CRM On
Demand.
Product Data
Product data is synchronized in one direction only from Siebel CRM to Oracle CRM On Demand.
Changes made to product records in Oracle CRM On Demand are not synchronized back to Siebel
CRM. However, before these products can be used together, a one-time initial data load is needed to
synchronize Oracle CRM On Demand with Siebel CRM. For more information about initial loading of
data, see Oracle CRM On Demand Integration to Oracle CRM Installation Guide.
Transaction Logging
The transaction logging capability in Oracle CRM On Demand is based on the Integration Events
feature. An Oracle Business Processes Execution Language (BPEL) process is activated to poll Oracle
CRM On Demand for new events. For Siebel CRM a transaction logging capability using workflows
and workflow policies was developed. The Oracle Business Processes Execution Language file adapter
reads the transaction log files generated by Siebel CRM. A new component called, the File Adapter
Controller, sequences the files for consumption by the Oracle Business Processes Execution Language
file adapter (the process name is SiebelOPTxnFileReader).
The synchronization of account, contact, opportunity, and product data between Siebel CRM and
Oracle CRM On Demand occurs in near real-time, depending upon configuration settings and number
of records to be synchronized.
The SiebelHeartBeatCheckProc Oracle Business Processes Execution Language process is activated

regularly (at a configurable interval of seconds) to check the availability of Web service components
on Oracle CRM On Demand and Siebel CRM. If either application is unavailable the processing of
transactions is queued until the applications become available. This process prevents loss of
transactions.

Version 1.1
Overview of Oracle CRM On Demand Integration to Siebel CRM ■ Scope of This Release
If a synchronization failure occurs, administrators can review log files and other records to determine
the cause of failure and take corrective action.
Scope of This Release

This topic covers the scope of this release. It defines what is included and what is not included.
This release includes:
■ Near real-time bidirectional synchronization of account, account-addresses, contact, contact-

addresses, opportunity, and opportunity-revenue.
■ Near real-time, one way synchronization of Product data from Siebel CRM to Oracle CRM On
Demand.
■ Support for one instance of Siebel CRM and multiple instances of Oracle CRM On Demand.
■ Heartbeat Monitor to check the health of the applications and make sure that transactions are
not lost if one end-point of the integration is down.
■ Support for PIM synchronization and offline clients (except for merging records when initiated
from a Siebel CRM remote client).
■ Integration Administration screens that provide summary lists of records that have failed to
synchronize.
■ Failure Alerts from Oracle CRM On Demand that send email notifications to administrators
identifying records that have failed to synchronize.

Version 1.1
Overview of Oracle CRM On Demand Integration to Siebel CRM ■ Scope of This Release

Version 1.1
3 About Oracle CRM On Demand
This chapter describes how to integrate data objects using Oracle CRM On Demand Integration to
Siebel CRM. It contains the following topics:
■ Synchronization Mechanism
■ Changes Made to the User Interface for Siebel CRM on page 14
■ Workflows to Synchronize Accounts on page 15
■ Workflows to Synchronize Contacts on page 21
■ Workflows to Synchronize Opportunities on page 26
■ Workflows to Synchronize Products on page 30
■ Other Oracle Business Processes Execution Language Workflows on page 33
Synchronization Mechanism
The integration happens when records flagged for synchronization are modified in either Oracle CRM
On Demand or Siebel CRM. When a user modifies a record, the application creates an XML file
containing the record information and the type of change (new record, updated record, deleted
record, and so on) and writes the XML file to a specific location. Within Oracle CRM On Demand this
occurs within the Workflow/Integration Events facility. These events are written to the Oracle CRM
On Demand Integration Event queue and are removed from the queue at set intervals by the
CRMOnDemandIntegrationEventProcessor Oracle Business Processes Execution Language process
delivered as part of the prebuilt integration.
Within Siebel CRM, a new transaction logging capability has been developed using workflow and
workflow policies. A process monitors a specific location in the Siebel file system and when a new
file appears, it reads the file and then routes the file to an Oracle Business Processes Execution
Language workflow specific to the data object (account, contact, opportunity, or product) and type
of change (delete, new, update, and so on). The Oracle Business Processes Execution Language
workflow then processes the data in the XML file, deletes the file and calls a Web service to process
(create, delete, merge, update, and so on) the data. A component called the File Adapter Controller
sequences the files for consumption by the Oracle Business Processes Execution Language File
Adapter.

Version 1.1
About Oracle CRM On Demand Integration to Siebel CRM ■ Changes Made to the User
Interface for Siebel CRM
A cross-reference table (XREF_DATA) in the middle-tier keeps a record of the synchronized records.
It maintains the row-ID information for the same record in both Oracle CRM On Demand and Siebel
CRM. Table 2 lists the columns in this table.
Table 2. Columns in the XREF_DATA Table
Column Name Description
XREF_TABLE_NAME Contains the name of the object being synchronized. The unique
values for the XREF_TABLE_NAME column are:
■ SIEBELACCOUNTBILLINGADDRXREF
■ SIEBELACCOUNTCHILDADDRXREF
■ SIEBELACCOUNTSHIPPINGADDRXREF
■ SIEBELACCOUNTXREF
■ SIEBELCONTACTCHILDADDRXREF
■ SIEBELCONTACTPRIMARYPERSONALADDRXREF
■ SIEBELCONTACTXREF
■ SIEBELOPPORTUNITYXREF
■ SIEBELPRODUCTXREF
■ SIEBELRECURRINGREVNODHOST1XREF
■ SIEBELREVENUEXREF
XREF_COLUMN_NAME Contains the name of the application instance where the record
originated. Examples:
■ OPROWID (Siebel CRM Row ID)
■ ODHOST1 (Oracle CRM On Demand host 1)
ROW_NUMBER Contains a unique identifier for the record.
VALUE Contains the ROWID of the record from the application instance.
IS_DELETED A flag (Y/N) indicating if the cross-reference is deleted or still in use.
LAST_MODIFIED Date and time stamp of the last modification to this row.
LAST_ACCESSED Date and time stamp of the last access of this row.
Changes Made to the User Interface for

Siebel CRM
The following views in Siebel CRM have been modified for the purposes of this integration:

Version 1.1
About Oracle CRM On Demand Integration to Siebel CRM ■ Workflows to Synchronize
Accounts
■ Account Sync Status Form Applet
■ Account Sync Status List Applet
■ Account Synchronization Status Monitoring View
■ Contact Sync Status Form Applet
■ Contact Sync Status List Applet
■ Contact Synchronization Status Monitoring View
■ Opportunity Sync Status Form Applet
■ Opportunity Sync Status List Applet
■ Opportunity Synchronization Status Monitoring View
■ Product Sync Status Form Applet
■ Product Sync Status List Applet
■ Product Synchronization Status Monitoring View
■ Synchronization Status Monitoring Screen
Workflows to Synchronize Accounts

The synchronizing of account data uses the following types of workflows to process and transform
records between the applications:
■ Oracle Business Processes Execution Language Workflows for Accounts on page 16
■ Workflows to Transform Account Data on page 17
■ Transaction Logging Workflow Events for Accounts on page 18
■ Workflow Policy Actions for Accounts on page 18
■ Workflow Processes for Accounts on page 19
■ Data Mapping for Accounts on page 20

Version 1.1
Accounts
Oracle Business Processes Execution Language

Workflows for Accounts
Table 3 lists the Oracle Business Processes Execution Language workflows for accounts.
Table 3. Oracle Business Processes Execution Language Workflows for Account
Workflow Name Description
AccountSyncFailure Sets the record status to failure if there is an

error in synchronization.
AccountSyncStatus Sets the status to synchronization enabled

when a record is created in Siebel CRM as the
result of a synchronization.
AccountWSEndPointCRMOnDemand Makes the Web service calls to Oracle CRM On

Demand.
AccountWSEndPointSiebel Makes the Web service calls to Siebel CRM.
AssociateAccountContactCRMOnDemandProvABC Creates the relationship between the named

SImpl objects in the specified application.
AssociateAccountContactSiebelProvABCSImpl Creates the relationship between the named

objects in the specified application.
DeleteAccountAddressCRMOnDemandProvABCSI Deletes the record in the named object in the

mpl specified application.
DeleteAccountAddressSiebelProvABCSImpl Deletes the record in the named object in the

specified application.
DeleteAccountCRMOnDemandProvABCSImpl Discontinues synchronization by removing the

cross-reference and sets the record to Sync
OFF.
DeleteAccountSiebelProvABCSImpl Discontinues synchronization by removing the

OFF.
DisassociateAccountContactCRMOnDemandProvA Removes the relationship between the named

BCSImpl objects in the specified application.
DisassociateAccountContactSiebelProvABCSImpl Removes the relationship between the named

objects in the specified application.
GetODAccount Queries the record from Oracle CRM On

Demand.
GetOPAccount Queries the record from Siebel CRM.

InsertAccountAddressCRMOnDemandProvABCSI Creates a new record for the named object in
mpl the specified application.

Version 1.1
Accounts
Table 3. Oracle Business Processes Execution Language Workflows for Account
InsertAccountAddressSiebelProvABCSImpl Creates a new record for the named object in

the specified application.
InsertAccountCRMOnDemandProvABCSImpl Creates a new record for the named object in

InsertAccountIDLCRMOnDemandProvABCSImpl Inserts a batch of accounts in Oracle CRM On

Demand.
InsertAccountSiebelProvABCSImpl Creates a new record for the named object in

InsertBatchAccountCRMOnDemandProvABCSImp Inserts a batch of accounts in Oracle CRM On

l Demand.
RefreshAccountCRMOnDemandProvABCSImpl Refreshes a record in Oracle CRM On Demand

by querying Siebel CRM.
SyncOnAccountCRMOnDemandProvABCSImpl Sets synchronization to On for the named

object in the specified application.
SyncOnAccountSiebelProvABCSImpl Sets synchronization to On for the named

UpdateAccountAddressCRMOnDemandProvABCSI Updates a record for the named object in the

mpl specified application.
UpdateAccountAddressSiebelProvABCSImpl Updates a record for the named object in the

UpdateAccountCRMOnDemandProvABCSImpl Updates a record for the named object in the

UpdateAccountSiebelProvABCSImpl Updates a record for the named object in the

Workflows to Transform Account Data

The following workflows transform account data between the applications:
■ XFrmAccountAddressODToOP
■ XFrmAccountAddressOPDataToOPTxn
■ XFrmAccountAddressSiebelOPTxnToOD
■ XFrmAccountOPToOD
■ XFrmAccountQuerySiebelOD
■ XFrmAccountQuerySiebelOP
■ XFrmAccountSiebelODToOP

Version 1.1
Accounts
■ XFrmAccountSiebelODToOPData
■ XFrmAccountSiebelOPDataToOPTxnLog
■ XFrmOPAccountAddressToOPQuery
■ XFrmUpdateAccountAddressOPTxnToOD
Transaction Logging Workflow Events for Accounts

The following workflow events are enabled in Oracle CRM On Demand for transaction logging:
■ Account Contact Delete
■ Account Contact Insert

■ Account Contact Update
■ Account-Delete Account
■ Account-Insert Account
■ Account-SyncOFF Account
■ Account-Update Account
■ Address-Delete Address
■ Address-Insert Address
■ Address-Update Address
The following workflow events are enabled in Siebel CRM for transaction logging:
■ ODOP Account Address Association
■ ODOP Account Address Disassociation
■ ODOP Account Contact Association
■ ODOP Account Contact Disassociation
■ ODOP Account - Create
■ ODOP Account – Delete
■ ODOP Account – Opportunity Disassociation
■ ODOP Account – Update
Workflow Policy Actions for Accounts

The following workflow policy actions are enabled in Siebel CRM. They call workflow processes that
have the same name as the action:
■ OPOD Account Address Association

Version 1.1
Accounts
■ OPOD Account Address Disassociation
■ OPOD Account Address Update
■ OPOD Account Contact Association
■ OPOD Account Contact Disassociation
■ OPOD Account Delete
■ OPOD Account Syn Off
■ OPOD Account Syn Off Update
■ OPOD Account Syn On
■ OPOD Account Update
Workflow Processes for Accounts

The following are the workflow processes for accounts:
■ OPOD Account Address Association
■ OPOD Account Address Delete
■ OPOD Account Address Update
■ OPOD Account Contact Association
■ OPOD Account Contact Disassociation
■ OPOD Account-Contact Query
■ OPOD Account Delete
■ OPOD Account-External Host Query
■ OPOD Account-External Host Update Syn Status
■ OPOD Account Syn Off Delete
■ OPOD Account Syn Off Update
■ OPOD Account Syn On
■ OPOD Account Update

Version 1.1
Accounts
Data Mapping for Accounts

Table 4 shows the data mapping for common account data elements between Oracle CRM On Demand
and Siebel CRM.
Table 4. Account Data Mappings
Oracle CRM On Demand Siebel CRM
WSDL Element
Display Name Name Name Join Column
Account CurrencyCode Currency Code S_ORG_EXT BASE_CURCY_CD

Currency
Account Name AccountName Name S_ORG_EXT NAME
Account Partner PartnerFlag Partner Flag S_ORG_EXT PRTNR_FLG
Account Type AccountType Party Type Code S_ORG_EXT PARTY_TYPE_CD
Annual AnnualRevenues Annual Revenue S_ORG_EXT_X ATTRIB_14

Revenues
Description Description Description S_ORG_EXT DESC_TEXT
Industry Industry Industry Not applicable Not applicable
Location Location Location S_ORG_EXT LOC
Main Fax # MainFax Main Fax Number S_ORG_EXT MAIN_FAX_PH_NU

M
Main Phone # MainPhone Main Phone S_ORG_EXT MAIN_PH_NUM

Number
Number of NumberEmployees Employee Here S_ORG_EXT EMP_COUNT

Employees
Public Company PublicCompany Public S_ORG_EXT_X ATTRIB_08
Reference Reference Reference Flag S_ORG_EXT REFERENCE_CUST

_FLG
Reference as of ReferenceSince Reference Date S_ORG_EXT REFERENCE_STAR

T_DT
Region Region Region S_ORG_EXT REGION
Not applicable PrimaryBillToAddress Primary Bill To S_ORG_EXT PR_BL_ADDR_ID

ID Address Id
Not applicable PrimaryShipToAddres Primary Ship To S_ORG_EXT PR_SHIP_ADDR_I

sId Address Id D
Status Status Account Status S_ORG_EXT CUST_STAT_CD
Web Site WebSite Home Page S_ORG_EXT URL

Version 1.1
Contacts
Workflows to Synchronize Contacts

The synchronizing of contact data uses the following types of workflows to process and transform
■ Oracle Business Processes Execution Language Workflows for Contacts on page 21
■ Workflows to Transform Contact Data on page 23
■ Transaction Logging Workflow Events for Contacts on page 23
■ Workflow Policy Actions for Contacts on page 24
■ Workflow Processes for Contacts on page 24
■ Data Mapping for Contacts on page 25

Workflows for Contacts
Table 5 lists the Oracle Business Processes Execution Language workflows for contacts.
Table 5. Oracle Business Processes Execution Language Workflows for Contacts
AssociateOpportunityContactCRMOnDemandProvABCSImpl Creates the relationship between

the named objects in the
AssociateOpportunityContactSiebelProvABCSImpl Creates the relationship between

the named objects in the
ContactSyncFailure Sets the record status to failure if

there is an error in
synchronization.
ContactSyncStatus Sets the status to

synchronization enabled when a
record is created in Siebel CRM
as the result of a
synchronization.
ContactWSEndPointCRMOnDemand Makes the Web service calls to

the Oracle CRM On Demand.
ContactWSEndPointSiebel Makes the Web service calls to

the Siebel CRM.
DeleteContactAddressCRMOnDemandProvABCSImpl Deletes the record in the named

object in the specified
application.

Version 1.1
Contacts
DeleteContactAddressSiebelProvABCSImpl Deletes the record in the named

application.
DeleteContactCRMOnDemandProvABCSImpl Discontinues synchronization by

removing the cross-reference
and sets the record to Sync OFF.
DeleteContactSiebelProvABCSImpl Discontinues synchronization by

removing the cross-reference
and sets the record to Sync OFF.
DisassociateOpportunityContactCRMOnDemandProvABCSImpl Removes the relationship

between the named objects in
DisassociateOpportunityContactSiebelProvABCSImpl Removes the relationship

between the named objects in
GetODContact Queries the record from Oracle

CRM On Demand.
GetOPContact Queries the record from Siebel

CRM.
InsertAccountIDLCRMOnDemandProvABCSImpl Inserts a batch of accounts in

CRMOnDemand.
InsertBatchAccountCRMOnDemandProvABCSImpl Inserts a batch of accounts in

CRMOnDemand.
InsertContactAddressCRMOnDemandProvABCSImpl Creates new record for the

named object in the specified
application.
InsertContactAddressSiebelProvABCSImpl Creates new record for the

named object in the specified
application.
InsertContactCRMOnDemandProvABCSImpl This workflow automatically

synchronizes the primary
account for the contact.
InsertContactSiebelProvABCSImpl This workflow automatically

synchronizes the primary
account for the contact.
RefreshContactCRMOnDemandProvABCSImpl Refreshes record in Oracle CRM

On Demand by querying Siebel
CRM.

Version 1.1
Contacts
SyncOnContactCRMOnDemandProvABCSImpl Sets synchronization to On for

the named object in the specified
application.
SyncOnContactSiebelProvABCSImpl Sets synchronization to On for

the named object in the specified
application.
UpdateContactAddressCRMOnDemandProvABCSImpl Updates a record for the named

application.
UpdateContactAddressSiebelProvABCSImpl If the update was a change in the

primary account for the contact,
the new primary account is
automatically synchronized.
UpdateContactCRMOnDemandProvABCSImpl Updates a record for the named

application.
UpdateContactSiebelProvABCSImpl If the update was a change in the

primary account for the contact,
the new primary account is
automatically synchronized.
Workflows to Transform Contact Data

The following workflows transform contact data between the applications:
■ XFrmContactAddressODToOP
■ XFrmContactAddressOPDataToOPQuery
■ XFrmContactAddressOPDataToOPTxn
■ XFrmContactAddressOPTxnToOD
■ XFrmContactOPDataToOPTxn
■ XFrmContactOPToOD
■ XFrmContactSiebelODToOP
■ XFrmUpdateContactAddressOPTxnToOD
Transaction Logging Workflow Events for Contacts


Version 1.1
Contacts
■ Contact-Delete Contact
■ Contact-Insert Contact
■ Contact-SyncOFF Contact
■ Contact-Update Contact
The following workflow events is enabled in Siebel CRM for transaction logging, ODOP Opportunity
Contact Association.
Workflow Policy Actions for Contacts

The following workflow policy actions call workflow processes that have the same name as the action:
■ OPOD Contact Address Association
■ OPOD Contact Address Disassociation
■ OPOD Contact Address Update
■ OPOD Contact Delete
■ OPOD Contact Syn Off
■ OPOD Contact Syn Off Update
■ OPOD Contact Syn On
■ OPOD Contact Update
Workflow Processes for Contacts

The following are the workflow processes for contacts:
■ OPOD Contact Address Association
■ OPOD Contact Address Delete
■ OPOD Contact Address Update
■ OPOD Contact Delete
■ OPOD Contact-External Host Query
■ OPOD Contact-External Host Update Syn Status
■ OPOD Contact Syn Off Delete
■ OPOD Contact Syn Off Update
■ OPOD Contact Syn On
■ OPOD Contact Update

Version 1.1
Contacts
Data Mapping for Contacts

Table 6 shows the data mapping for common contact data elements between Oracle CRM On Demand
and Siebel CRM.
Table 6. Data Mapping for Contacts
WSDL Element
Not applicable AlternateAddressId Primary Personal S_CONTACT PR_PER_ADDR_ID

Address Id
Account Account Name Account Not Not applicable

applicable
Account Location AccountLocation Account Location Not Not applicable

applicable
Assistant Name AssistantName Assistant S_CONTACT CON_ASST_NAME
Assistant Phone AssistantPhone Assistant Phone # S_CONTACT ASST_PH_NUM

#
Cellular Phone # CellularPhone Cellular Phone # S_CONTACT CELL_PH_NUM
Contact Type ContactType Party Type Code Not PARTY_TYPE_CD

applicable
Contact Zip AlternateZipCode Personal Postal Not Not applicable

Code applicable
Date of Birth DateOfBirth Birth Date S_CONTACT BIRTH_DT

Description Description Comment S_CONTACT COMMENTS
Email ContactEmail Email Address S_CONTACT EMAIL_ADDR
First Name ContactFirstName First Name S_CONTACT FST_NAME
Gender Gender M/F S_CONTACT SEX_MF
Home Phone # HomePhone Home Phone # S_CONTACT HOME_PH_NUM
Job Title JobTitle Job Title S_CONTACT JOB_TITLE
Last Name ContactLastName Last Name S_CONTACT LAST_NAME
Marital Status MaritalStatus Married S_CONTACT ATTRIB_08

_X
Middle Name MiddleName Middle Name S_CONTACT MID_NAME

Mr./Ms. MrMs M/M S_CONTACT PER_TITLE
Never Email NeverEmail Suppress All S_CONTACT SUPPRESS_EMAIL

Emails _FLG

Version 1.1
Opportunities
Table 6. Data Mapping for Contacts
WSDL Element
Work Fax # WorkFax Fax Phone # S_CONTACT FAX_PH_NUM
Work Phone # WorkPhone Work Phone # S_CONTACT WORK_PH_NUM
Workflows to Synchronize Opportunities

The synchronizing of opportunity data uses the following types of workflows to process and transform
■ About Opportunity Synchronization on page 26
■ Oracle Business Processes Execution Language Workflows for Opportunities on page 27
■ Workflows to Transform Opportunity Data on page 28
■ Workflow Events for Transaction Logging for Opportunities on page 28
■ Workflow Policy Actions for Opportunities on page 29
■ Workflow Processes for Opportunities on page 29
■ Data Mapping for Opportunities on page 30
About Opportunity Synchronization

For Siebel Industry Applications, the Close Date in Oracle CRM On Demand must be equal to or later
than the current date for Siebel CRM to synchronize the record. Opportunities with a Close Date
earlier than the current date are considered to have expired. For Siebel Cross-Industry Applications,
the Close Date can be earlier than the current date.
The On Demand Forecast check box in Oracle CRM On Demand is mapped differently depending on
your implementation of Siebel CRM:
■ For Siebel Cross-Industry Applications. The On Demand Forecast check box in Oracle CRM
On Demand maps to the Opportunity Committed check box in the More Info view.
■ For Siebel Industry Applications. The On Demand Forecast check box in Oracle CRM On
Demand maps to the Opportunity Committed check box in the External Host view.

Version 1.1
Opportunities

Workflows for Opportunities
Table 7 lists the Oracle Business Processes Execution Language workflows for opportunities.
Table 7. Oracle Business Processes Execution Language Workflows for Opportunities
DeleteOpportunityCRMOnDemandProvABCSImpl Discontinues synchronization by removing the

OFF.
DeleteOpportunityRevenueCRMOnDemandProvA Deletes the record in the named object in the

BCSImpl specified application.
DeleteOpportunityRevenueSiebelProvABCSImpl Deletes the record in the named object in the

DeleteOpportunitySiebelProvABCSImpl Discontinues synchronization by removing the

OFF.
GetIndustryIdCRMOnDemandProvABCSImpl Gets the record ID values from Oracle CRM On

Demand for Industries. It is used during
Domain Value Map mapping.
GetODOpportunity Queries the record from Oracle CRM On

Demand.
GetOPOpportunity Queries the record from Siebel CRM.
InsertOpportunityCRMOnDemandProvABCSImpl Synchronizes the account associated with the

opportunity.
InsertOpportunityRevenueCRMOnDemandProvAB Creates a new record for the named object in

CSImpl the specified application.
InsertOpportunityRevenueSiebelProvABCSImpl Creates a new record for the named object in

InsertOpportunitySiebelProvABCSImpl Synchronizes the account associated with the

opportunity.
OpportunitySalesStageCRMOnDemandProvImpl Maps Sales Stage values for Opportunity.
OpportunitySyncFailure Sets the record status to Failure if there is an

error in synchronization.
OpportunitySyncStatus Sets status to synchronization enabled when

record is created in the application as the result
of a synchronization.
OpportunityWSEndPointCRMOnDemand Makes the Web service calls to the Oracle CRM

On Demand.

Version 1.1
Opportunities
Table 7. Oracle Business Processes Execution Language Workflows for Opportunities
OpportunityWSEndPointSiebel Makes the Web service calls to Siebel CRM.
RefreshOpportunityCRMOnDemandProvABCSImpl Refreshes record in Oracle CRM On Demand by

querying Siebel CRM.
SyncOnOpportunityCRMOnDemandProvABCSImpl Sets the synchronization to On for the named

SyncOnOpportunitySiebelProvABCSImpl Sets the synchronization to On for the named

UpdateOpportunityCRMOnDemandProvABCSImpl Updates a record for the named object in the

UpdateOpportunityRevenueCRMOnDemandProvA Updates a record for the named object in the

BCSImpl specified application.
UpdateOpportunityRevenueSiebelProvABCSImpl Updates a record for the named object in the

UpdateOpportunitySiebelProvABCSImpl Updates a record for the named object in the

Workflows to Transform Opportunity Data

The following workflows transform opportunity data between the applications:
■ XFrmOpportunityInsertSiebelOPToOD
■ XFrmOpportunityOPDataToOPTxn
■ XFrmOpportunityQuerySiebelOD
■ XFrmOpportunityQuerySiebelODToOP
■ XFrmOpportunityQuerySiebelOP
■ XFrmOpportunitySiebelOPDataToOP
■ XFrmOpportunityUpdateSiebelODToOP
■ XFrmOpportunityUpdateSiebelOPToOD
Workflow Events for Transaction Logging for

Opportunities
■ Opportunity-Delete Opportunity
■ Opportunity-Insert Opportunity

Version 1.1
Opportunities
■ Opportunity-SyncOFF Opportunity
■ Opportunity-Update Opportunity
■ Revenue-Delete Revenue
■ Revenue-Insert Revenue
■ Revenue-Update Revenue
Workflow Policy Actions for Opportunities

The following workflow policy actions for opportunities that have the same name as the action:
■ OPOD Opportunity Contact Association

■ OPOD Opportunity Contact Disassociation
■ OPOD Opportunity Delete
■ OPOD Opportunity Revenue Association
■ OPOD Opportunity Revenue Delete
■ OPOD Opportunity Revenue Update
■ OPOD Opportunity Syn Off Delete
■ OPOD Opportunity Syn Off Update
■ OPOD Opportunity Syn On
■ OPOD Opportunity Update
Workflow Processes for Opportunities

The following are workflow processes for opportunities:
■ OPOD Opportunity Contact Association
■ OPOD Opportunity Contact Disassociation
■ OPOD Opportunity Delete
■ OPOD Opportunity Revenue Association
■ OPOD Opportunity Revenue Delete
■ OPOD Opportunity Revenue Update
■ OPOD Opportunity Syn Off Delete
■ OPOD Opportunity Syn Off Update
■ OPOD Opportunity Syn On
■ OPOD Opportunity Update
■ OPOD Opty-Contact Query

Version 1.1
Products
■ OPOD Opty-External Host Query
■ OPOD Opty-External Host Update Syn Status
Data Mapping for Opportunities

Table 8 shows the data mapping for common opportunity data elements between Oracle CRM On
Demand and Siebel CRM.
Table 8. Data Mapping for Opportunities
WSDL Element
Display Name Name Display Name Join Column
Account AccountName Account S_ORG_EXT NAME
Account AccountLocation Account Location S_ORG_EXT LOC

Location
Close Date CloseDate Close Date Not applicable Not applicable
Description Description Description Not applicable DESC_TEXT
Forecast Forecast Committed Not applicable Not applicable
Lead Source LeadSource Source Not applicable Not applicable
Opportunity CurrencyCode Currency Code Not applicable CURCY_CD

Currency
Opportunity OpportunityName Name Not applicable NAME

Name
Probability % Probability Rep % Not applicable Not applicable
Reason Won/ ReasonWonLost Reason Not applicable REASON

Lost
Revenue Revenue Revenue Not applicable Not applicable
Sales Stage SalesStage Sales Stage Sales Stage NAME
Stage Status StageStatus Opportunity Sales Stage STAGE_STATUS_C

Sales Status D
Status Status Status Not applicable STATUS_CD
Workflows to Synchronize Products

The synchronizing of product data uses the following types of workflows to process and transform
■ Oracle Business Processes Execution Language Workflows for Products on page 31

Version 1.1
Products
■ Workflows to Transform Product Data on page 31
■ Workflow Policy Actions for Products on page 32
■ Workflow Processes for Products on page 32
■ Data Mapping for Products on page 32

Workflows for Products
Table 9 lists the Oracle Business Processes Execution Language workflows for products.
Table 9. Oracle Business Processes Execution Language Workflows for Products
Name Description
DeleteProductCRMOnDemandProvABCSImpl Discontinues synchronization by removing the

OFF.
IDLCSVFilereadProductCRMOnDemandProvABCSI Used for initial load of products to an Oracle

mpl CRM On Demand instance.
IDLNewODBatchInsertProductCRMOnDemandPro Used for initial load of products to a new

vABCSImpl Oracle CRM On Demand instance.
IDLOldODBatchParallelFlowProductCRMOnDeman Used for initial load of products to an existing

dProvABCSImpl Oracle CRM On Demand instance.
IDLOldODQueryProductCRMOnDemandProvABCS Used for initial load of products to an Oracle

Impl CRM On Demand instance.
InsertProductCRMOnDemandProvABCSImpl Creates new record for the named object in

ProductSyncFailure Sets record status to failure if there is an error

in synchronization.
ProductWSEndPointCRMOnDemand Makes the Web service calls to the Oracle CRM

On Demand.
ProductWSEndPointSiebel Makes the Web service calls to the Siebel CRM.
UpdateProductCRMOnDemandProvABCSImpl Updates a record for the named object in the

Workflows to Transform Product Data

The following workflow transforms product data between the applications
XFrmProductSiebelOPToOD.

Version 1.1
Products
Workflow Policy Actions for Products

The following workflow policy actions for products call workflow processes that have the same name
as the action:
■ OPOD Internal Product Delete
■ OPOD Internal Product Syn Off Delete
■ OPOD Internal Product Syn Off Update
■ OPOD Internal Product Syn On
■ OPOD Internal Product Update
Workflow Processes for Products

The following are workflow processes for products:
■ OPOD Internal Product Delete
■ OPOD Internal Product Syn Off Delete
■ OPOD Internal Product Syn Off Update
■ OPOD Internal Product Syn On
■ OPOD Internal Product Update
■ OPOD Product-External Host Query
■ OPOD Product-External Host Update Syn Status
Data Mapping for Products

Table 10 shows the data mapping for common product data elements between Oracle CRM On
Demand and Siebel CRM.
Table 10. Data Mapping for Products
Display Name WSDL Element Name Name Column
Description Description Description DESC_TEXT
Orderable Orderable Orderable ORDERABLE_FLG
Part # PartNumber Part # PART_NUM

Price Type PriceType Price Type PRICE_TYPE_CD
Product Name Name Name NAME
Product Type ProductType Product Type Code PROD_CD

Version 1.1
About Oracle CRM On Demand Integration to Siebel CRM ■ Other Oracle Business
Processes Execution Language Workflows
Table 10. Data Mapping for Products
Display Name WSDL Element Name Name Column
Serialized Serialized Serialized SERIALIZED_FLG
Status Status Version Status STATUS_CD
Other Oracle Business Processes

Execution Language Workflows
Table 11 lists other Oracle Business Processes Execution Language workflows that are not specific to
an object.
Table 11. Other Oracle Business Processes Execution Language Workflows
Name Description
CRMOnDemandActivationAgent Activates the polling process to Oracle CRM On

Demand to get events.
CRMOnDemandGetServerTime Checks that Oracle CRM On Demand is

responding.
CRMOnDemandGetSession Gets a Web-services session from Oracle CRM On

Demand.
CRMOnDemandIntegrationEventProcessor Reads the integration events from Oracle CRM On

Demand and calls the appropriate workflows to
process the events.
CRMOnDemandReleaseSession Releases the Oracle CRM On Demand Web

Services session.
GetLOVSiebelProvABCSImpl Checks that Siebel CRM is responding.
IndustryMappingSiebelProvABCSImpl Sets the Industry field value in Siebel CRM.
MergeCRMOnDemandRecords Merges records in Oracle CRM On Demand.
MergeWSEndPointCRMOnDemand Makes the Web service calls to the Oracle CRM On

Demand
SiebelHostHeartBeatCheckProc Checks Siebel CRM and Oracle CRM On Demand

Web services components. If either application is
not responding, synchronization is suspended.
SiebelOPTxnFileReader Oracle Business Processes Execution Language

workflow that reads the transaction generated in
Siebel CRM from the batch queues and calls other
the transaction to process the transaction.

Version 1.1
About Oracle CRM On Demand Integration to Siebel CRM ■ Other Oracle Business
Processes Execution Language Workflows
Table 11. Other Oracle Business Processes Execution Language Workflows
Name Description
SiebelOPTxnFileReaderAccountRuntime Reads Siebel CRM transaction log files from the

account runtime queues and calls other the
transaction to process the transaction.
SiebelOPTxnFileReaderContactRuntime Reads Siebel CRM transaction log files from the

contact runtime queues and calls other the
transaction to process the transaction.
SiebelOPTxnFileReaderOpptyProdRuntime Reads Siebel CRM transaction log files from the

opportunity and product runtime queues and calls
other the transaction to process the transaction.
SiebelOPTxnProcessor Oracle Business Processes Execution Language

workflow that takes the transaction generated in
Siebel CRM and calls other the transaction to
process the transaction.
XREFInterface Performs cross-reference operations in the Oracle

Fusion Middleware.

Version 1.1
4 Customizing Field
Synchronization
This chapter describes how to synchronize additional fields in Oracle CRM On Demand Integration to
Siebel CRM. It has the following topics:
■ Process of Adding Fields
■ Conversion Functions from Siebel CRM to Oracle CRM On Demand on page 43
■ Oracle CRM On Demand to Siebel CRM Conversion Functions on page 47
■ Converting Picklists with Domain Value Maps on page 50
NOTE: Customizing the Oracle Business Processes Execution Language workflows is not supported.
Process of Adding Fields

The standard installation of Oracle CRM On Demand Integration to Siebel CRM supports a subset of
the fields available in Oracle CRM On Demand and Siebel CRM. You can expand this list of fields to
meet your specific needs. The subset of fields supported is defined in the XML schema (XSD) and
XSL transformation files. See Table 12. Each XSL file must be modified when adding a new field
mapping. If fields are used which are not present in the existing schema files, then new schema files
also must be generated.
Table 12. XML Schema Files
File and Path Description
Paths listed are relative to: …/xmllib/SiebelOP-ODPIP/Object/

ODHOST/XFrmObjectODQuery.xsl Provides fields for Oracle CRM On Demand queries in
processes.
ODHOST/XFrmObjectODToOP.xsl Transforms Oracle CRM On Demand fields to Siebel

CRM fields.
ODHOST/XFrmObjectOPToOD.xsl Transforms Siebel CRM txnlog fields to Oracle CRM On

Demand fields.
Object.wsdl Oracle CRM On Demand field definition schema.
OPOD_Object.xsd Siebel CRM TxnLog field definition schema.
OPOD_Object_BS.wsdl Siebel CRM field definition schema.

XFrmObjectOPDataToOPTxnLog.xsl Transforms Oracle CRM On Demand fields to Siebel
CRM txnlog fields.

Version 1.1
Customizing Field Synchronization ■ Process of Adding Fields
Table 12. XML Schema Files
File and Path Description
XFrmObjectOPTxnLogToOPData Transforms field extensions.
XFrmObjectOPQuery.xsl Provides fields for Siebel CRM queries in Oracle

Business Processes Execution Language processes.
In Table 12 the file names are shown with variables:
■ Object refers to the object name (such as Account, Contact, Opportunity, or Product)
■ ODHOST represents the OD Host Id (example: ODHOST1) stored in the SIEBELODHOST table
The approach to synchronize additional fields is:
1 Identify the field in Oracle CRM On Demand. For more information, see Identifying Oracle CRM On
Demand Fields on page 36.
2 Generate a new Oracle CRM On Demand custom WSDL for that field’s object through the Oracle
CRM On Demand user interface. For more information, see Generating a New Oracle CRM On
Demand WSDL on page 37.
3 Identify the corresponding field in Siebel CRM. For more information, see Identifying Siebel CRM
Fields on page 37.
4 Generate a new Siebel CRM WSDL for that field’s object through the Siebel CRM user interface.
For more information, see Updating the Siebel CRM WSDL on page 38.
5 Generate a new Siebel CRM transaction logger (txnlog) XSD. For more information, see Updating
the Siebel CRM Transaction Logger XSD on page 39.
6 Insert the fields in the XSL files. For more information, see Example of Inserting Fields in XSL
Files on page 40.
Identifying Oracle CRM On Demand Fields

This task is a step in Process of Adding Fields on page 35.
Use the following procedure to select existing fields to synchronize or to create new custom fields.
To identify Oracle CRM On Demand Fields

1 Log in to Oracle CRM On Demand as a user with Administrator privileges.
2 Click the Admin link.
3 Click the Application Customization link.
4 Click the link corresponding to a record type (example: Account).
5 Click the Field Setup link (example: Account Field Setup).
6 If a field representing the data to synchronize does not exist, create a custom field following the
steps described in Oracle CRM On Demand online help in the topic “Creating and Editing Fields”.

Version 1.1
7 Navigate to Admin, Workflow Rule, [Object] Insert and [Object] Update, and then Integration
Event.
8 Click Configure.
9 Select the Custom Fields check box.
Generating a New Oracle CRM On Demand WSDL

If you created a new custom field, complete this procedure.
To generate a new Oracle CRM On Demand WSDL

1 Log in to Oracle CRM On Demand as a user with Administrator privileges.
2 Click the Admin link.
3 Click the Web Services Administration link.
4 Click a record type.
5 Click the Download Custom WSDL link.
A window opens displaying the WSDL text.
6 Copy the contents of the window, and save it in a text file using the following file name format:
Object.wsdl
NOTE: If copying from Internet Explorer, remove the whitespace indentation and extra hyphens
(-).
7 Find the soap:address location attribute value and change it to:
http://secure.crmondemand.com
8 Replace the existing WSDL file on the server with the new one.
9 Clear the Session ID from Oracle Service Oriented Architecture (SOA).
NOTE: Step 10 is for users of Oracle BPEL Server 10.1.3.1.0 and older. Newer versions of Oracle
BPEL Server do not have the WSDL Cache link.
10 For Oracle BPEL Server version 10.1.3.1.0, clear the WSDL cache on the BPEL Console:
a Log in to BPEL Console.
b Navigate to the BPEL Processes tab.
c Click the Clear WSDL Cache link.
Identifying Siebel CRM Fields


Version 1.1
To identify Siebel CRM fields, complete the following procedure.
To identify Siebel CRM fields

1 Log in to Siebel Tools.
2 In Siebel Tools, identify the integration object and integration component where the new fields
must be added.
3 Identify the business component where the new fields must be added.
4 In Object Explorer click Business Component.
5 Query for the field to be added.
6 Add the new business component field with the appropriate values for:
■ Name
■ Column
■ Join
■ Type
7 Compile the business component to the Siebel Repository File (SRF).
8 Query for an integration object as follows:
■ Set Operator to =>.
■ Search for: Query integration component.
9 Query for active integration component fields sorted by XML sequence and note the value of Max
XML Sequence.
10 Add a new integration component field with the appropriate values for:
■ External Data Type (Make sure the External Data Type matches the business component field
data type.)
■ External Name (Make sure the External Name matches the business component field name.)
■ XML Tag
■ Data Type
■ XML Sequence (Make sure the XML Sequence is one greater than the Max XML Sequence.)
11 Compile the integration object to the SRF.
Updating the Siebel CRM WSDL

To update the Siebel CRM WSDL, complete the following procedure. WSDL files are in:
$SOA_HOME/bpel/system/xmllib/SiebelOP-ODPIP.

Version 1.1
To update the Siebel CRM WSDL

1 Open the WSDL file in any WSDL editor.
2 Search for the tag <XML Container Element>.
3 Add the following tag as the last element under the <XML Container Element> of the integration
component:
<xsd:element
name="<XML Tag Name>"
maxOccurs="1"
minOccurs="0"
type="<Data Type>"
></xsd:element
Updating the Siebel CRM Transaction Logger XSD

To update the Siebel CRM Transaction Logger XSD, complete the following procedure.
To update the Siebel CRM Transaction Logger XSD
1 Open the XSD file in any XSD editor.
2 Search for the tag, <XML Container Element>.
3 Add the following tag as the last element under the <XML Container Element> of the integration
component:
<xsd:element
name="<XML Tag Name>"
maxOccurs="1"
minOccurs="0"
type="<Data Type>"
></xsd:element
To update triggers, complete the following procedure.
To update triggers
1 Log in to Siebel CRM.
2 Navigate to Site Map, Admin – Business Process, and then Policies.
3 Query for the following policies:
■ OPOD Account Extension Update

■ OPOD Contact Extension Update
4 Remove the expiration date for these policies.
5 Stop WorkMon for account, contact, opportunity, and product.

Version 1.1
6 Delete the triggers.
7 Generate the triggers.
8 Start the WorkMon for account, contact, opportunity, and product.
Example of Inserting Fields in XSL Files

This is a step in Process of Adding Fields on page 35.
The process of inserting fields is best explained using an example. This example is for adding a Work
Phone Extension field mapping. In this case, an Oracle CRM On Demand administrator has created
a new short text field on the contact record type called, Work Phone Extension. A new contact.wsdl
file has also been generated.
The Oracle CRM On Demand schema file contains custom fields with a prefix. To find a custom field,
search for it using the field name saved in Oracle CRM On Demand. if there are spaces in the field
name, replace them with underscores (_).
Continuing the example with the following excerpt from a customized version of contact.wsdl, with
the Work Phone Extension field. The field name in the WSDL is stWork_Phone_Extension. The
lowercase prefix is an abbreviation describing the field type. Standard fields do not follow this
nomenclature.
<xsd:element name="plSync_Status" ... type="xsdLocal1:string30" />

<xsd:element name="TaxBracket" ... type="xsd:string" />
<xsd:element name="ltComments" ... type="xsdLocal1:string255" />
<xsd:element name="stWork_Phone_Extension" ... type="xsdLocal1:string40" />
<xsd:element name="AccountFuriganaName" ... type="xsdLocal1:string100" />
A similar process is used for finding the fields to map in the Siebel CRM schema files. In this case, a
Work Phone Extension field is already supported.
Example 1: OPOD_Contact.xsd (OP TxnLog) Excerpt

The following excerpt is an example from the OPOD_Contact.xsd file.
<xsd:element name="WorkPhone" type="xsd:string" ... />

<xsd:element name="WorkPhoneExtension" type="xsdLocal:string10" ... />
<xsd:element name="ListOfContactExternalHosts"
type="xsdLocal:ListOfContactExternalHosts" ... />
Example 2: OPOD_Contact_BS.wsdl (OP) Excerpt

The following excerpt is an example from the OPOD_Contact_BS.wsdl file.
<xsd:element name="WorkPhone" ... type="xsd:string"></xsd:element>

<xsd:element name="WorkPhoneExtension" ... type="xsd:string"></xsd:element>
<xsd:element name="ListOfContactExternalHosts" ...
type="xsdLocal2:ListOfContactExternalHostsData"></xsd:element>

Version 1.1
The XSL query files, XFrmObjectODQuery.xsl and XFrmObjectOPQuery.xsl, are used for querying all
field values from a given application. They do not transform data from one format to another, so they
are easier to enhance. The main concern is the field order.
To find field mapping in schema files, complete the following procedure.
To find field mapping in schema files

1 Make backup copies of the existing XSL file.
2 Find the field in the schema file.
3 Starting at that field, move backwards through the fields in the schema file until you find a field
that exists in the XSL file.
4 Insert the new field after that field.
Inserting Field Mappings into XSL Transform Files

The XSL transform files convert XML data from one schema format to another. Not only must fields
be inserted in the proper order, but the field names of the nodes must be converted. The Siebel CRM
to Siebel CRM XSL transform file is the easiest to modify because it does not require any field type
conversions, and rarely requires the field name to change. Because the output format is transaction
logger, then the transaction logger XSD file must be used to determine field order. For example, the
following code is an excerpt of XFrmContactOPDataToOPTxnLog.xsl where the WorkPhoneExtension
field is added:
<xsl:if test="op:WorkPhone">
<WorkPhone>
<xsl:value-of select="op:WorkPhone"/>
</WorkPhone>
</xsl:if>
<xsl:if test="op:WorkPhoneExtension">
<WorkPhoneExtension>
<xsl:value-of select="op:WorkPhoneExtension"/>
</WorkPhoneExtension>
</xsl:if>


Version 1.1
The transformations between Oracle CRM On Demand and Siebel CRM XML payloads require data
conversions. Most field values can be copied without conversion, including integers and strings.
However, other field types must call Convert functions. These functions are specified under the …/
xmllib/SiebelOP-ODPIP/Common folder under convertOPToOD.xsl and convertODToOP.xsl depending
on the direction of the data synchronization. Table 13 shows the field type conversions.
Table 13. Field Type Conversions
Field Type Conversion Summary Conversion Functions
String None, but may require conversion when values near TrimStringLength
format limits (such as long strings).
Integer None, but may require conversion when values near None
format limits (such as long strings).
Date/Time ■ Siebel CRM date format: YYYY-MM-DD ■ ConvertDateTime
■ Oracle CRM On Demand date format: MM/DD/ ■ ConvertDateTimeToDate

YYYY
■ ConvertDateToDateTime
Boolean ■ Siebel CRM format: true/false ConvertBoolean
■ Oracle CRM On Demand format: Y/N
Phone # Removes the number sign (#) from the (full name) ConvertPhoneNumber
Phone field characters in the Oracle CRM On
Demand phone # field.
Picklist Lookup target host’s Domain Value Map ConvertPicklist
Convert Function: Excerpt from the XFrmContactOPToOD.xsl File

The following excerpt is an example from the XFrmContactOPToOD.xsl file.
<xsl:if test="op:SuppressAllEmails">
<od:NeverEmail>
<xsl:call-template name="ConvertBoolean">
<xsl:with-param name="OPValue" select="op:SuppressAllEmails"/>
</xsl:call-template>
</od:NeverEmail>
</xsl:if>
<xsl:if test="op:TimeZoneName">
<od:TimeZoneName>
<xsl:value-of select="op:TimeZoneName"/>
</od:TimeZoneName>
</xsl:if>
<xsl:if test="op:WorkPhone">
<od:WorkPhone>
<xsl:value-of select="op:WorkPhone"/>
</od:WorkPhone>
</xsl:if>

Version 1.1
Customizing Field Synchronization ■ Conversion Functions from Siebel CRM to Oracle
CRM On Demand
<xsl:if test="op:WorkPhoneExtension">
<od:stWork_Phone_Extension>
<xsl:value-of select="op:WorkPhoneExtension"/>
</od:stWork_Phone_Extension>
</xsl:if>
<xsl:if test="op:BirthDate">
<od:DateofBirth>
<xsl:value-of select="op:BirthDate"/>
v</od:DateofBirth>
</xsl:if>
Convert Function: Excerpt from the XFrmContactODToOP.xsl File

The following excerpt is an example from the XFrmContactODToOP.xsl file.
<xsl:if test="od:MaritalStatus">
<op:Married>
<xsl:call-template name="ConvertPicklist">
<xsl:with-param name="DVMName">ContactMaritalStatus</xsl:with-param>
<xsl:with-param name="ODHostId" select="$ODHostId"/>
<xsl:with-param name="ODValue" select="od:MaritalStatus"/>
</op:Married>
</xsl:if>
...
<xsl:if test="od:WorkPhone">
<xsl:call-template name="ConvertPhoneNumber">
<xsl:with-param name="ODValue" select="od:WorkPhone"/>
</xsl:if>
<xsl:if test="od:stWork_Phone_Extension">
<op:WorkPhoneExtension>
<xsl:value-of select="od:stWork_Phone_Extension"/>
</op:WorkPhoneExtension>
</xsl:if>
<xsl:if test="od:Description">
<op:Comment>
Conversion Functions from Siebel CRM

to Oracle CRM On Demand
Conversion functions must be used when the field type criteria match the mapping being added.
Otherwise the field value synchronization could be rejected. The Siebel CRM field types correspond
to values specified in the Siebel CRM WSDL Object Data type. For example, xsd:boolean is used for
the SuppressAllEmails field under the ContactData type in the OPOD_Contact_BS.wsdl file. The
Oracle CRM On Demand field type corresponds to the type specified in the Oracle CRM On Demand
Field Setup Administration screen.

Version 1.1
CRM On Demand
Use the following functions to convert Siebel CRM field values to values accepted by Oracle CRM On
Demand:
■ ConvertBoolean Function for Siebel CRM on page 44
■ ConvertDate Function for Siebel CRM on page 44
■ ConvertDateTimeToDate Function for Siebel CRM on page 45
■ ConvertPicklist Function for Siebel CRM on page 45
■ TrimStringLength Function for Siebel CRM on page 46
ConvertBoolean Function for Siebel CRM

This function converts Boolean values for the following:
■ Siebel CRM field type. xsd:boolean
■ Oracle CRM On Demand field type. Check box
Example from the XFrmContactOPToOD.xsl file

<xsl:if test="op:SuppressAllEmails">
<od:NeverEmail>
<xsl:with-param name="OPValue" select="op:SuppressAllEmails"/>
</od:NeverEmail>
</xsl:if>
ConvertDate Function for Siebel CRM

This function converts dates only for the following:
■ Siebel CRM field type. xsd:date
■ Oracle CRM On Demand field type. Date
Example from the XFrmOpptyOPToOD.xsl file

The following excerpt is an example from the XFrmOpptyOPToOD.xsl file.
<xsl:if test="op:PrimaryRevenueCloseDate">
<od:CloseDate>
<xsl:call-template name="ConvertDate">
<xsl:with-param name="OPValue"select="op:PrimaryRevenueCloseDate"/>
</od:CloseDate>
</xsl:if>

Version 1.1
CRM On Demand
ConvertDateTimeToDate Function for Siebel CRM

This function converts Siebel CRM date and time to Oracle CRM On Demand date for the following:
■ Siebel CRM field type. xsd:dateTime
Example from the XFrmAccountOPToOD.xsl file

The following excerpt is an example from the XFrmAccountOPToOD.xsl file.
<od:ReferenceSince>
<xsl:call-template name="ConvertDateTimeToDate">
<xsl:with-param name="OPValue" select="op:ReferenceDate"/>
</od:ReferenceSince>
ConvertPicklist Function for Siebel CRM

This function converts picklists for the following:
■ Siebel CRM field type. [any]
■ Oracle CRM On Demand field type. Picklist
For information on using this function, see Converting Picklists with Domain Value Maps on page 50.
Table 14 lists the ConvertPicklist Function parameters.
Table 14. ConvertPicklist Function parameters
Parameter Required Description

DVMName Yes Name of Domain Value Map
ODHostId Yes Always set to $ODHostId in XSL
OPDefaultValue No Optional default value used when no mapping exists in Domain

Value Map
OPValue Yes Siebel CRM field value to convert
Example from the XFrmContactOPToOD.xsl File

<xsl:if test="op:Married">
<od:MaritalStatus>
<xsl:with-param name="DVMName">ContactMaritalStatus</xsl:with-param>
<xsl:with-param name="OPValue" select="op:Married"/>

Version 1.1
CRM On Demand
</od:MaritalStatus>
</xsl:if>
TrimStringLength Function for Siebel CRM

Use this function when Siebel CRM allows longer strings than Oracle CRM On Demand can accept.
Siebel CRM determines this value using the Text Length field property under the business component
fields, defined in Siebel Tools. The Oracle CRM On Demand maximum field length is determined by
the Oracle CRM On Demand field type. If the maximum length is shorter in Siebel CRM, then this
function must be used with a length parameter that is set to the value of the maximum text length
in Siebel CRM.
This function checks if the Siebel CRM string length is longer than the Length parameter. If so, then
the string is trimmed, and the three periods (.) are appended at the end. The resulting string is as
long as the Length parameter specifies.
This function converts the following:
■ Siebel CRM Field Type. string (Text Length in Siebel Tools is greater than what Oracle CRM On
Demand field can accept)
■ Oracle CRM On Demand Field Type. Text (Short), Text (Long), or Note
Table 15 lists the maximum field length for each of the Oracle CRM On Demand field types.
Table 15. Maximum Text Length for Oracle CRM On Demand Field Types
Oracle CRM On Demand Field Type Maximum Text Length
Text (short) 40
Text (long) 255

Note 16,350
Table 16 lists the parameters for the TrimStringLength function.
Table 16. TrimStringLength Parameters
Length Yes Length of string accepted in Siebel CRM.
OPValue Yes Siebel CRM field value to trim

Version 1.1
Customizing Field Synchronization ■ Oracle CRM On Demand to Siebel CRM Conversion
Functions
Oracle CRM On Demand to Siebel CRM

Conversion Functions
Use the following functions to convert Oracle CRM On Demand field values to Siebel CRM field values
when the Siebel CRM or Oracle CRM On Demand field type criteria match the data mapping that is
added:
■ ConvertBoolean Function for Oracle CRM On Demand on page 47
■ ConvertDate Function for Oracle CRM On Demand on page 47
■ ConvertDateToDateTime Function for Oracle CRM On Demand on page 48
■ ConvertPhoneNumber Function for Oracle CRM On Demand on page 48
■ ConvertPicklist Function for Oracle CRM On Demand on page 49
■ TrimStringLength Function for Oracle CRM On Demand on page 49
ConvertBoolean Function for Oracle CRM On Demand

■ Oracle CRM On Demand field type. Check box
■ Siebel CRM field type. xsd:boolean
Example from the XFrmAccountODToOP.xsl file

The following excerpt is an example from the XFrmAccountODToOP.xsl file.
<xsl:if test="od:PartnerFlag">
<op:PartnerFlag>
<xsl:with-param name="ODValue" select="od:PartnerFlag"/>
</op:PartnerFlag>
</xsl:if>
ConvertDate Function for Oracle CRM On Demand

■ Siebel CRM field type. xsd:date
Example from the XFrmOpptyODToOP.xsl file

The following excerpt is an example from the XFrmOpptyODToOP.xsl file.

Version 1.1
Functions
<xsl:if test="od:CloseDate">
<op:PrimaryRevenueCloseDate>
<xsl:call-template name="ConvertDate">
<xsl:with-param name="ODValue" select="od:CloseDate"/>
</op:PrimaryRevenueCloseDate>
</xsl:if>
ConvertDateToDateTime Function for Oracle CRM On

Demand
■ Siebel CRM field type. xsd:dateTime

<xsl:if test="od:ReferenceSince">
<op:ReferenceDate>
<xsl:call-template name="ConvertDateToDateTime">
<xsl:with-param name="ODValue" select="od:ReferenceSince"/>
</op:ReferenceDate>
</xsl:if>
ConvertPhoneNumber Function for Oracle CRM On

Demand
■ Oracle CRM On Demand field type. Phone
Example from the XFrmContactODToOP.xsl file

<xsl:if test="od:WorkPhone">
<op:WorkPhone>
<xsl:call-template name="ConvertPhoneNumber">
<xsl:with-param name="ODValue" select="od:WorkPhone"/>
</op:WorkPhone>
</xsl:if>

Version 1.1
Functions
ConvertPicklist Function for Oracle CRM On Demand

This function converts picklists for the following:
■ Oracle CRM On Demand field type. Picklist
For information on using this function, read Converting Picklists with Domain Value Maps on page 50.
Table 17 lists the parameters used in the ConvertPicklist function.
Table 17. ConvertPicklist Function Parameters
DVMName Yes Name of Domain Value Map
ODDefaultValue No Optional default value used when no mapping exists in Domain

Value Map
ODHostId Yes Always set to $ODHostId in XSL.
ODValue Yes Oracle CRM On Demand field value to convert

<xsl:if test="string-length(od:Status) != 0">

<op:AccountStatus>
<xsl:with-param name="DVMName">AccountStatus</xsl:with-param>
<xsl:with-param name="ODValue" select="od:Status"/>
</op:AccountStatus>
</xsl:if>
TrimStringLength Function for Oracle CRM On Demand

Used when Oracle CRM On Demand allows longer strings than Siebel CRM can accept. The Oracle
CRM On Demand maximum field length is determined by the Oracle CRM On Demand field type.
Siebel CRM determines this value using the Text Length field property under BusComp Fields defined
in Siebel Tools. If the maximum length is shorter in Siebel CRM, then this function must be used with
a Length parameter set to the value of the maximum text length in Siebel CRM.
his function checks if the Oracle CRM On Demand string length is longer than the Length parameter.
If so, then the string is trimmed, and three periods (.) are appended at the end. The resulting string
is as long as the Length parameter specifies.
■ Oracle CRM On Demand Field Type. Text (Short), Text (Long), and Note

Version 1.1
Customizing Field Synchronization ■ Converting Picklists with Domain Value Maps
■ Siebel CRM Field Type. string (Must be shorter than the Text Length in Siebel Tools.)
Table 18 lists the maximum field length for each of the Oracle CRM On Demand field types.
Table 18. Maximum Text Length for Oracle CRM On Demand Field Types
Oracle CRM On Demand Field Type Maximum Text Length
Text (short) 40
Text (long) 255
Note 16,350
Table 19 lists the parameters for the TrimStringLength function.
Table 19. TrimStringLength Parameters
Length Yes Length of string accepted in Siebel CRM.
OPValue Yes Oracle CRM On Demand field value to trim
Example from the XFrmContactODToOP.xsl file

<xsl:if test="od:Description">
<op:Comment>
<xsl:call-template name="TrimStringLength">
<xsl:with-param name="Length">255</xsl:with-param>
<xsl:with-param name="ODValue" select="od:Description"/>
</op:Comment>
</xsl:if>
Converting Picklists with Domain Value

Maps
Picklist conversions require extra work, because they require data mapping between specific string
values. The following procedure describes how to create an Account shipping Preferred Carrier map
between the existing Siebel CRM field of the same name, and a new custom picklist in Oracle CRM
On Demand.

Version 1.1
To create Domain Value Maps

1 Choose picklist mappings between each application. Each value must have a mapping to only one
value in the other application.
The following table shows an example of mapping between Oracle CRM On Demand and Siebel
CRM.
Oracle CRM On Demand Value Siebel CRM Value
Air Airborne
DHL DHL
Emery Emery
FedEx Federal Express
UPS UPS
USPS US Mail
2 Create Domain Value Map files to import value mappings for data synchronization in either
direction. Two files are required for each Oracle CRM On Demand host, one for each direction.
For example, if one Oracle CRM On Demand host existed in a system that needed this Preferred
Carrier mapping, the two files would look like the following:
Example from the AccountPreferredCarrierOPToODHOST1.xml File

The following example is from the AccountPreferredCarrierOPToODHOST1.xml file.
<?xml version = '1.0' encoding = 'UTF-8'?>

<dvm name="AccountPreferredCarrierOPToODHOST1" isNew="true">
<description>Shipping preferred carrier mapping from OP to ODHOST1</description>
<columns>
<column name="Name"/>
<column name="Value"/>
</columns>
<rows>
<row>
<cell>Airborne</cell>
<cell>Air</cell>
</row>
<row>
<cell>DHL</cell>
<cell>DHL</cell>
</row>
<row>
<cell>Emery</cell>
<cell>Emery</cell>
</row>
<row>
<cell>Federal Express</cell>
<cell>FedEx</cell>
</row>

Version 1.1
<row>
<cell>UPS</cell>
<cell>UPS</cell>
</row>
<row>
<cell>US Mail</cell>
<cell>USPS</cell>
</row>
</rows>
</dvm>
Example from the AccountPreferredCarrierODHOST1OP.xml File

The following example is from the AccountPreferredCarrierODHOST1OP.xml file.
<?xml version = '1.0' encoding = 'UTF-8'?>

<dvm name="AccountPreferredCarrierODHOST1OP" isNew="true">
<description>Shipping preferred carrier mapping from ODHOST1 to OP</description>
<columns>
<column name="Name"/>
<column name="Value"/>
</columns>
<rows>
<row>
<cell>Air</cell>
<cell>Airborne</cell>
</row>
<row>
<cell>DHL</cell>
<cell>DHL</cell>
</row>
<row>
<cell>Emery</cell>
<cell>Emery</cell>
</row>
<row>
<cell>FedEx</cell>
<cell>Federal Express</cell>
</row>
<row>
<cell>UPS</cell>
<cell>UPS</cell>
</row>
<row>
<cell>USPS</cell>
<cell>US Mail</cell>
</row>
</rows>
</dvm>
The <dvm> name attributes are important because incorrect values prevent the ConvertPicklist
function from working. The format of the <dvm> name attribute depends on the direction of the
conversion as follows:

Version 1.1
■ Converting from Siebel CRM to Oracle CRM On Demand. DVMNameOPToODHostId.xml
■ Converting from Oracle CRM On Demand to Siebel CRM. DVMNameODHostIdOP.xml
In this example, the DVMName parameter is AccountPreferredCarrier. The name that is used is
not important. You must use the same Domain Value Map name in each <dvm> name attribute
and DVMName ConvertPicklist parameter. The ODHostId parameter corresponds to the Oracle
CRM On Demand Host ID saved in the HOSTID column of the SIEBELODHOST table stored in the
customer’s local database.
If another host called ODHOST2 existed with the custom Preferred Carrier field, then two more
XML files must be created.
3 Upload Domain Value Maps to Enterprise Services Bus:
a Log in to Oracle SOA ESB Control using the following URL:
http://OracleSOAServer/esb/
b Click the Maps link.
c Under the Domain Value Maps bar on the left, click the down arrow and choose Import a new
map.
d Click the browse button in the new dialog to select Import File path, find one of the files created
in step 2, and click the Open button.
e Click OK to add the Domain Value Map.
f Repeat Step c. through Step e. for each Domain Value Map file.
4 Add references to picklist mappings in each Siebel CRM or Oracle CRM On Demand XSL transform
file.
Example of XML added to the XFrmAccountODToOP.xsl File

The following example is from the XFrmAccountODToOP.xsl file.
<xsl:if test="od:Preferred_Carrier">
<op:PreferredCarrier>
<xsl:with-param name="DVMName">AccountPreferredCarrier</xsl:with-param>
<xsl:with-param name="ODValue" select="od:Preferred_Carrier"/>
</op:PreferredCarrier>
</xsl:if>
Example of XML added to the XFrmAccountOPToOD.xsl File

The following example is from the XFrmAccountOPToOD.xsl file.
<xsl:if test="op:PreferredCarrier">
<od:Preferred_Carrier>
<xsl:with-param name="DVMName">AccountPreferredCarrier</xsl:with-param>

Version 1.1
<xsl:with-param name="OPValue" select="op:PreferredCarrier"/>

</od:Preferred_Carrier>
</xsl:if>

Version 1.1
5 Troubleshooting Oracle CRM On
CRM
This chapter describes how to troubleshoot Oracle CRM On Demand Integration to Siebel CRM. It
contains the following topics:
■ Synchronization Failure Alerts from Oracle CRM On Demand on page 55
■ Log Files for Oracle CRM On Demand Integration to Siebel CRM on page 55
■ Error Messages for Oracle CRM On Demand Integration to Siebel CRM on page 56
■ Troubleshooting Strategies on page 58
Synchronization Failure Alerts from

Synchronization failure alerts can be configured from within Oracle CRM On Demand to notify
administrators of records that have failed to synchronize. An email is sent to a designated email
address, identifying the record that has failed to synchronize, including the reason for failure. The
alert can be configured to provide a meaningful error message that is specific to your business needs.
For more information, see the topic on configuring the Oracle CRM On Demand synchronization
failure alerts in Oracle CRM On Demand Integration to Siebel CRM Installation Guide.
Log Files for Oracle CRM On Demand

Oracle Fusion Middleware has the following types of log files:
■ Oracle Process Manager and Notification logs. These files are stored in SOA_HOME/opmn/log.
■ opodlog4j.log. This file is stored in SOA_HOME/j2ee/home/log/.
■ File Adapter Controller log files are stored in SOA_HOME/SiebelODOPPIP/fileAdapterController/

ExtDirs/queuename/logs/fileAdapterController*.log
■ If the file transfer service is used to transfer files from Siebel CRM to Oracle Service Oriented
Architecture then the File Adapter Controller log files are stored in SOA HOME/SiebelODOPPIP/
fileAdapterController/ExtDirs/queuename/logs/FileXFer*.log
■ Additional log files are stored in:
■ siebelserver_install/siebsrvr/logs/CustomAppObjMgr*.log
■ WorkMonOPOD*.log
■ WfProcMgr*.log

Version 1.1
Troubleshooting Oracle CRM On Demand Integration to Siebel CRM ■ Error Messages
for Oracle CRM On Demand Integration to Siebel CRM
Error Messages for Oracle CRM On

Demand Integration to Siebel CRM
The following error messages are generated by the Oracle CRM On Demand Integration to Siebel
CRM. Where applicable, the error message returned by Oracle CRM On Demand or Siebel CRM is
suffixed to the message to help identify the root cause of failure in synchronization.
■ Account having Account id (ODAccountId) doesn’t exist in Oracle CRM On Demand.
■ An error occurred looking up cross reference to Account in Oracle CRM On Demand.
■ An error occurred looking up cross reference to Account in Siebel CRM.
■ An error occurred looking up cross reference to Contact in Oracle CRM On Demand.
■ An error occurred looking up cross reference to Contact in Siebel CRM.
■ An error occurred looking up cross reference to Opportunity in Oracle CRM On Demand.
■ An error occurred looking up cross reference to Opportunity in Siebel CRM.
■ Cannot get OD Opportunity query because the transform file %s is missing.
■ Cannot set %s sync status because this app is not supported.
■ Contact not found at On Demand. Cause of error: If contact is not found in XRef, in case of Child
insert.
■ Could not add cross reference to Oracle CRM On Demand.
■ Could not get Account %s on OP Org %s.
■ Could not get Contact %s on OP Org %s.
■ Could not get external host Id for Account (%s) on OP Org (%s).
■ Could not get OD session %s.
■ Could not get Opportunity %s on OP Org %s.
■ Could not get WS end-point from OD host map using OD host Id %s.
■ Could not insert record in OD.
■ Could not set sync failure in OP (%s) for Account record (%s) pointing to host (%s).
■ Could not set sync failure on OD Host (%s) for Account record (%s).
■ Could not update record in OD.
■ Empty Payload specified.
■ Error associating Contacts in Oracle CRM On Demand.
■ Error attempting add of OD row Id on host (ODHOSTID) for OP product (OPProductId) to XREF -
InsertProductCRMOnDemandProcABCSImpl.
■ Error getting OP External Host.
■ Error getting record details from Oracle CRM On Demand.
■ Error getting record details from Siebel CRM.

Version 1.1
Troubleshooting Oracle CRM On Demand Integration to Siebel CRM ■ Error Messages
for Oracle CRM On Demand Integration to Siebel CRM
■ Error inserting Addresses in Oracle CRM On Demand.
■ Error inserting into Oracle CRM On Demand.
■ Error refreshing Addresses in Oracle CRM On Demand.
■ Error refreshing associated Accounts in Oracle CRM On Demand.
■ Error refreshing associated Contacts in Oracle CRM On Demand.
■ Error refreshing associated Opportunities in Oracle CRM On Demand.
■ Error refreshing Revenues in Oracle CRM On Demand.
■ Error refreshing Oracle CRM On Demand.
■ Error setting OD sync status.
■ Error setting sync status in OP.
■ Error setting sync status to On.
■ Error updating fields in Oracle CRM On Demand.
■ Exception thrown while setting OD sync status.
■ Exception thrown while setting sync status.
■ Flow does not support this operation.
■ Lookup Of Primary Account Row ID Failed. Cause of error: If Primary Account is not found in XRef.
■ No Account Found in On-Premise. Cause of Error: If corresponding Account, which needs to be

updated, is not found in XRef.
■ No association performed because record is not synced to Oracle CRM On Demand.
■ No longer exists in Oracle CRM On Demand.
■ No longer exists in Siebel CRM.
■ No Opportunity Found corresponding to Id: Id Value. Cause of error: If Opportunity is not found
in XRef, in case of child insert.
■ No Opportunity Found, No Contact Found. Cause of Error: If Opportunity/Contact which is getting

associated is not found in XRef.
■ No record Id returned for new record.
■ One or more of the input parameters are empty.
■ OP External Host query did not return a single host.
■ Operation %s is not recognized.
■ Product not found in On Demand Host. Cause of Error: If Product is not found in XRef.
■ Query returned multiple records.
■ Required input part value(s) are empty.
■ Sync status %s not supported.
■ The query for externals hosts with Id (%s) on Account (%s) did not return a unique record.

Version 1.1
Troubleshooting Oracle CRM On Demand Integration to Siebel CRM ■ Troubleshooting
Strategies
■ Unexpected exception.
■ Unhandled exception.
■ Unhandled exception while executing OD endpoint.
■ Unhandled internal exception.
Troubleshooting Strategies
When making configuration changes in either Oracle CRM On Demand or Siebel CRM, you must clear
the middle tier cache. Execute the following SQL on the Oracle Service Oriented Architecture
Database using the orabpel user:
update siebelodsessionpool set session_id = NULL;

commit;
Monitor disk space regularly on the SOA server and regularly archive the transaction messages found
in:
$SOA_HOME SiebelODOPPIP/fileAdapterController/ExtDirs/queuename/Archived &

SiebelODOPPIP/fileAdapterController/IntDirs/queuename/Archived
If the Siebel CRM messages are stored on the Siebel server and the file transfer service is used to
transfer messages to the Oracle Service Oriented Architecture environment, archive files from the
Archive directory under each corresponding location specified for the
OPOD_TRANSACTION_LOG_FILE_PATH LOV.
Table 20 lists troubleshooting information.
Table 20. Troubleshooting Oracle CRM On Demand Integration to Siebel CRM
Symptom Diagnostic Steps

Deployed Oracle Business Processes Make sure that CRMIntegProcessParameters.xml was
Execution Language processes are not updated correctly and that EditParam.jar file was run
showing up in the BPEL control. correctly and it correctly replaced the parameters in
the Oracle Business Processes Execution Language
processes to point to the correct middle-tier server.
Autodeployment of processes failed. Make sure that the middle-tier setups, before the
autodeployment script is started, are done correctly
and the SOA server has been restarted, before starting
the autodeployment script.
The File Adapter Controller process is not Make sure that the File Adapter Controller
running correctly. configuration files are modified correctly. The File
Adapter Controller log files could have more
information:SOA HOME/SiebelODOPPIP/
fileAdapterController/ExtDirs/queuename/logs/
fileAdapterController*.log

Version 1.1
Strategies
Transaction logs are not being generated Make sure the values specified for
in Siebel CRM. OPOD_TRANSACTION_LOG_FILE_PATH are correct. If
using a network share, make sure it is configured
correctly. The WorkMon and Workflow Process
Manager files could have more information.
The transaction logs are not being If using the file transfer service, make sure the server
transferred to the SOA server. and client are running, the server is scheduled to run
on startup using Windows scheduler. Client log files:
SOA_HOME/SiebelODOPPIP/fileAdapterController/
ExtDirs/queuename/logs/fileXFer*.log.
On the Siebel Server the File Transfer Service transfers
logs from the Siebel server to the Oracle Service
Oriented Architecture environment:
Location_where_service_is_installed/logs. For
example, d:\FileXFerServer\logs
Synchronization fails. Check the uniqueness of the record as there may be

similar record existing in either Oracle CRM On
Demand or Siebel CRM. Check for any instances that
are marked canceled on the BPEL console. Look
through the audit for the canceled workflows to
determine if there are any environmental problems,
such as workflow files do not exist under SOA_HOME/
bpel/system/xmllib/SiebelOP-ODOPIP/ObjectType/
odhistd. Check the synchronization status/sync
comments fields in Oracle CRM On Demand and Siebel
CRM in the monitoring views. The errors in the Sync
Comments field are set by the ObjectTypeSyncFailure
workflows, so the audit for the instances of this
workflow can be examined for more information.
Also check that Siebel CRM and Oracle CRM On

Demand have the same values for configurable
settings such as:
■ Currency Code
■ Language Independent Code on the Country LOV
Synchronization takes a long time. Check that Web Services components in both
environments are up. Verify that the
HeartBeatProcessManager Oracle Business Processes
Execution Language workflow is running.
File Adapter Controller logs indicate that Check that Web Services components on both
it is suspended and not processing files. applications are up.

Version 1.1
Strategies
File Adapter Controller is running but not Make sure there are no old (greater than 30 minutes)
processing files. Files are getting queued TMP files in the corresponding internal application
in SOA_HOME/SiebelODOPPIP/ExtDirs/ directory from where the Oracle Business Processes
queuename. Execution Language file adapter reads.
You get the following error message: The If you receive this error while making multiple changes
selected record has been modified by to the record, you must refresh the record and try
another user since it was retrieved. again. This error occurs because the changes triggered
Please continue.(SBL-DAT-00523) a synchronization to the other application.
Typical Synchronization Scenarios

Table 21 lists typical synchronization scenarios and what happens in each of the three components
(Oracle CRM On Demand, Oracle Fusion Middleware, and Siebel CRM). To save space in the table,
the following abbreviations are used:
■ OD indicates Oracle CRM On Demand
■ SC indicates Siebel CRM

Version 1.1
Strategies
■ Sync indicates Synchronization
Table 21. Typical Synchronization Scenarios
Middleware
Assoc. Exception Suggested
Scenario OD Result SC Result Result Cases Resolution
Set Sync Initiate Correspond- Association Duplicate Delete OD record

Status to ON record sync ing record between identified in and re-sync record
from OFF in to SC. created in records SC. Sync from SC. For
OD. SC. created. Status set to example, set Sync
FAILED in Status = ON in SC or
OD. remove org
association for
duplicate record in
SC. Attempt to sync
record from OD
again and then
merge if appropriate.
Set Sync Correspond- Initiate Association Duplicate Remove org

Status to ON ing record record sync between identified in association for
from OFF in created in to OD for the records OD. Sync duplicate record in
SC. OD. appropriate created. Status set to SC. Attempt to sync
Org FAILED in record from OD
association. SC. again and then
merge if appropriate.
Delete OD record
and resync record
from SC for example,
set Sync Status = ON
in SC.
Delete a Sync Status Record Associations Not Not applicable

synced for the corre- deleted in between applicable
record in SC. sponding SC. records
record set to removed.
OFF in OD.
Record is not
deleted in
OD.

Version 1.1
Strategies
Middleware
Delete a Record Sync Status Associations Not Not applicable

synced Deleted in for the corre- between applicable
record in OD. OD. sponding records
record and removed.
org associa-
tion set to
OFF in SC.
Record is not
deleted in
SC.
Set Sync If cross If cross ref- If cross If cross Admin needs to set
Status to ON reference erence does reference did reference the Sync Status to
from FAILED does not not exist Or- not exists in OFF to clear the
in OD. exist in acle Fusion previously Oracle cross reference in
Oracle Middleware, exist, Fusion Oracle Fusion
Fusion correspond- association Middleware, Middleware and then
Middleware, ing record between but record set the Sync Status
initiate created in records is does not back to ON to push
record sync SC. created. exist in SC the record to SC and
to SC. for some merge records in SC
reason so if appropriate.
If cross If cross If cross
refresh fails.
reference reference reference did
does exist in does exist in previously
Oracle Oracle exist, no
Fusion Fusion change is
Middleware, Middleware, made.
OD record is SC record
refreshed refreshes
from SC. record in OD.

Version 1.1
Strategies
Middleware
Set Sync If cross ref- If cross If cross Sending the If a duplicate is

Status to ON erence does reference reference did record to OD identified in OD,
from FAILED not exist in does not not could result either remove the
in SC. Oracle Fu- exist in previously in duplicate corresponding Org
sion Middle- Oracle exist, and thereby association in SC
ware, Fusion association set the Sync then set the Sync
correspond- Middleware, between Status to Status for the record
ing record initiate records is FAILED in SC in OD to ON and
created in record sync created. for the corre- merge records in SC
OD. to OD. sponding or delete the record
record and in OD, and set the
If cross If cross If cross
org associa- Sync Status to ON
reference reference reference did
tion. for the record in SC
does exist in does exist in previously
to resync.
Oracle Oracle exist, no
Fusion Fusion change is
Middleware, Middleware, made
OD record will attempt
will be to refresh OD
refreshed from SC
from SC
Remove Org Sync Status Org Association Not Not applicable

association set to OFF in association between SC applicable
for a synced OD instance removed for and OD
record in SC. that was dis- the record in instance for
associated. SC; sync to that record is
other OD removed.
instances not
affected.
Set Sync Stop Sync Status Association Not Not applicable

Status to sending/ set to OFF in between applicable
OFF in OD. receiving SC for the records
updates for correspond- removed.
that record ing record
in OD. and org as-
sociation.

Version 1.1
Strategies
Middleware
Set Sync Sync Status Stop Association Not Not applicable

Status to set to OFF for sending/ between applicable
OFF in SC. record in receiving records
correspond- update that removed.
ing OD in- record and
stance. org
association
in SC.
Set Sync Record in OD SC record for Association Not Not applicable

Status from refreshed correspond- between applicable
ON to FAILED from SC. ing Org asso- records
(saved) and ciation remains
back to ON in resynced to unchanged.
OD (refresh OD.
from SC
scenario).
Set Sync Record in OD SC record for Association Not Not applicable

Status from refreshed correspond- between applicable
ON to FAILED from SC. ing Org asso- records
(saved) and ciation remains
back to ON in resynced to unchanged.
SC (refresh OD.
from SC
scenario).
Set Sync No effect. No effect. No effect. Not Not applicable

Status to applicable
FAILED from
OFF.

Version 1.1
Glossary
account
An account describes an organizational customer.
BPEL
Oracle Business Processes Execution Language, a standards-based extensible language.
contact
A contact describes an individual customer who might or might not be related to an account
(Organization customer) or another contact (individual customer).
Cross-Reference table
This table maintains the mapping of row IDs (ROW_ID) between applications.
File Adapter Controller

Component that sequences transaction messages for the Oracle Business Processes Execution Language
file adapter to consume.
File Transfer Service

Client and Server components that can be used to transport the Siebel CRM transaction log files to the
Oracle Service Oriented Architecture environment. This is an alternative to using a network shared file
system to store the transaction logs.
Oracle Business Processes Execution Language (BPEL)

See BPEL.

Oracle's Software-as-a-Service-based CRM application offering.
Oracle Service Oriented Architecture (SOA)

See SOA.
organization
A business unit, such as a plant, warehouse, division, department, and so on.
SaaS
Software as a Service, a model of software deployment whereby a provider licenses an application to
customers for use as a service on demand.
Siebel CRM
The enterprise version of Oracle’s Siebel CRM application.

Version 1.1
■
SOA
Oracle Service Oriented Architecture, which enables different applications to exchange data with one
another.
Software as a Service (Saas)

See SaaS.

Version 1.1
Index
A F
accounts failure alerts 55
data mapping 20 File Adapter Controller 10, 13
synchronizing 15
transaction logging workflow events 18 L
transform workflows 17 lists of values 10
workflow policy actions 18
workflow processes 19
workflows 16 M
adding fields 35 mechanism, synchronization 13
alerts 55
assumptions 9 O
opportunities
C data mapping 30
constraints 9 synchronizing 26
contacts transform workflows 28
data mapping 25 workflow policy actions 29
synchronizing 21 workflow processes 29
transaction logging workflow events 23 workflows 27
transform workflows 23 other workflows 33
workflow policy actions 24 overview Oracle CRM On Demand
workflow processes 24 Integration to Siebel CRM 9
workflows 21
conversion functions 43, 47 P
ConvertBoolean 44, 47 picklist conversion 50
ConvertDate 44, 47 product data synchronization 10
ConvertDateTimeToDate 45 products
ConvertDateToDateTime 48 data mapping 32
ConvertPhoneNumber 48 synchronizing 30
ConvertPicklist 45, 49 transform workflows 31
create custom fields 36 workflow policy actions 32
workflow processes 32
D workflows 31
data mapping
accounts 20 R
contacts 25 release scope 11
opportunities 30
products 32 S
domain value maps 50
scope of this release 11
SiebelHeartBeatCheckProc 10
E synchronization failure alerts 55
error messages 56 synchronization mechanism 13
synchronizing, accounts 15
synchronizing, contacts 21
synchronizing, opportunities 26
synchronizing, products 10, 30

Version 1.1
Index ■ T
T workflow processes
transaction logger XSD 39 accounts 19
transaction logging 10 contacts 24
transaction logging workflow events opportunities 29
accounts 18 products 32
contacts 23 workflows
opportunities 28 accounts 16
triggers 39 contacts 21
troubleshooting strategies 58 opportunities 27
troubleshooting, overview 55 other 33
products 31
transform account data 17
U transform contact data 23
updating transaction logger XSD 39 transform opportunity data 28
updating triggers 39 transform product data 31
user interface changes 14 WSDL 37
W X
What’s New 7 XML schema 35
workflow policy actions XREF_DATA table 14
accounts 18 XSD transaction log file 39
contacts 24 XSL transform files 35, 40, 41
opportunities 29
products 32

Version 1.1

Oracle CRM On Demand Integration To Siebel CRM Installation Guide 1

Uploaded by

Document Information

Original Description:

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Oracle CRM On Demand Integration To Siebel CRM Installation Guide 1

Uploaded by

Copyright:

Available Formats

CRM On Demand

Oracle CRM On Demand

Oracle and/or its affiliates. All rights reserved.

Chapter 1: What’s New in This Release

Chapter 2: Overview of Oracle CRM On Demand

Chapter 3: About Oracle CRM On Demand Integration to

Oracle CRM On Demand Integration to Siebel CRM Administration Guide 3

Workflow Events for Transaction Logging for Opportunities 28

Chapter 4: Customizing Field Synchronization

Chapter 5: Troubleshooting Oracle CRM On Demand

4 Oracle CRM On Demand Integration to Siebel CRM Administration Guide

Error Messages for Oracle CRM On Demand Integration to Siebel CRM 56

Oracle CRM On Demand Integration to Siebel CRM Administration Guide 5

6 Oracle CRM On Demand Integration to Siebel CRM Administration Guide

What’s New in Oracle CRM On Demand Integration to Siebel CRM

Glossary on page 65 The glossary has been moved to an appendix.

■ The format and appearance of this book have been updated.

■ Changed SOA to Oracle Service Oriented Architecture throughout the book.

Oracle CRM On Demand Integration to Siebel CRM Administration Guide 7

8 Oracle CRM On Demand Integration to Siebel CRM Administration Guide

■ Oracle CRM On Demand Integration to Siebel CRM

■ Scope of This Release on page 11

Oracle CRM On Demand Integration to

■ Synchronizing accounts between Oracle CRM On Demand and Siebel CRM

■ Synchronizing contacts between Oracle CRM On Demand and Siebel CRM

■ Synchronizing opportunities between Oracle CRM On Demand and Siebel CRM

■ Synchronizing opportunity-revenue between Oracle CRM On Demand and Siebel CRM

■ Synchronizing products from Siebel CRM to Oracle CRM On Demand

Solution Assumptions and Constraints

■ Oracle CRM On Demand, Release 15 (1.9.0 931.0.03) and later

Oracle CRM On Demand Integration to Siebel CRM Administration Guide 9

The SiebelHeartBeatCheckProc Oracle Business Processes Execution Language process is activated

10 Oracle CRM On Demand Integration to Siebel CRM Administration Guide

Scope of This Release

This release includes:

■ Near real-time bidirectional synchronization of account, account-addresses, contact, contact-

Oracle CRM On Demand Integration to Siebel CRM Administration Guide 11

12 Oracle CRM On Demand Integration to Siebel CRM Administration Guide

■ Changes Made to the User Interface for Siebel CRM on page 14

■ Workflows to Synchronize Accounts on page 15

■ Workflows to Synchronize Contacts on page 21

■ Workflows to Synchronize Opportunities on page 26

■ Workflows to Synchronize Products on page 30

■ Other Oracle Business Processes Execution Language Workflows on page 33

Oracle CRM On Demand Integration to Siebel CRM Administration Guide 13

Table 2. Columns in the XREF_DATA Table

Column Name Description

■ OPROWID (Siebel CRM Row ID)

■ ODHOST1 (Oracle CRM On Demand host 1)

ROW_NUMBER Contains a unique identifier for the record.

IS_DELETED A flag (Y/N) indicating if the cross-reference is deleted or still in use.

Changes Made to the User Interface for

14 Oracle CRM On Demand Integration to Siebel CRM Administration Guide

■ Account Sync Status Form Applet

■ Account Sync Status List Applet

■ Account Synchronization Status Monitoring View

■ Contact Sync Status Form Applet

■ Contact Sync Status List Applet

■ Contact Synchronization Status Monitoring View

■ Opportunity Sync Status Form Applet

■ Opportunity Sync Status List Applet

■ Opportunity Synchronization Status Monitoring View