Siebel Store-and-Forward Messaging Guide for Mobile Web Client

Siebel Store-and-Forward
Messaging Guide for
Mobile Web Client
Siebel Innovation Pack 2013
Version 8.1/8.2
September 2013
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Contents
Siebel Store-and-Forward Messaging Guide for Mobile Web Client 1
Chapter 1: What’s New in This Release
Chapter 2: Overview of Siebel Store-and-Forward
Messaging
About Siebel Mobile Products
7
Overview of Siebel Store-and-Forward Messaging Functionality
10
Overview of Store-and-Forward Messaging for Mobile Web Client Architecture
About IBM WebSphere MQe
11
15
Overview of Siebel Store-and-Forward Messaging Administration
16
About Applications and Store-and-Forward Messaging for Mobile Web Client
About Data Flow in Store-and-Forward Messaging for Mobile Web Client
17
17
Chapter 3: Installation and Configuration of Siebel Storeand-Forward Messaging
Prerequisites for Siebel Store-and-Forward Messaging Installation
Process of Installing Siebel Store-and-Forward Messaging
21
21
Enabling Component Groups for Store-and-Forward Messaging 21
Adding Responsibilities for Store-and-Forward Messaging 23
About Configuring Store-and-Forward Messaging Integration Objects 23
Configuring the Data Message Timeout Parameter for Store-and-Forward Messaging
Configuring Maximum Attachment Size 25
Optional Step: Configuring Store-and-Forward Messaging Workflows 25
Activating Workflows for Store-and-Forward Messaging 26
Process of Deploying IBM MQe Queue Managers
24
26
Installing the MQe Servlet 27
Enabling the SMQReceiver 29
Optional Step: Creating Additional SMQ Subsystems
Deploying SMQReceivers on UNIX Systems 31
Setting Up Multiple Queue Managers 33
30
Process of Installing and Configuring Mobile Web Client Applications
Changing the Queue a Mobile Web Client Uses 33
Setting Up a Network Connection for Mobile Web Client
33
34
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Contents ■
Registering a Mobile Web Client for Store-and-Forward Messaging
34
Troubleshooting Store-and-Forward Messaging Setup and Configuration
35
Siebel Store-and-Forward Messaging Server-Side Troubleshooting Checklist 35
Siebel Store-and-Forward Messaging Server-Side Common Error Messages 38
Siebel Store-and-Forward Messaging Client-Side Troubleshooting Checklist 39
Chapter 4: Administration of Siebel Store-and-Forward
Messaging
Overview of Siebel Store-and-Forward Messaging Administration
Reviewing and Deleting Store-and-Forward Messaging History
43
43
About Inspecting and Clearing Store-and-Forward Messaging Queues
Inspecting and Clearing Store-and-Forward Messaging Queues
47
48
Chapter 5: Siebel Store-and-Forward Messaging Sample
Workflows
About Store-and-Forward Messaging Workflows
Dispatch Board - Generic Workflow
SAF Activity Workflow
51
52
53
Transaction Delete Message Workflows
54
About the Transaction Delete Message Workflows 54
SMQ PreDelete FS Invoice Record 55
SMQ Delete FS Invoice Record 56
SMQ Outbound Delete in Action Business Object 56
Configuring Transaction Delete Workflows for Different Business Components and
Business Objects 57
Index
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1
What’s New in This Release
What’s New in Siebel Store-and-Forward Messaging Guide for Mobile
Web Client, Version 8.1/8.2
No new features have been added to this guide for this release. This guide has been updated to
reflect only product name changes.
What’s New in Siebel Store-and-Forward Messaging Guide for Mobile
Web Client, Version 8.1
No new features have been added to this guide for this release. This guide has been updated to
reflect only product name changes.
Siebel Store-and-Forward Messaging Guide for Mobile Web Client Version
8.1/8.2
5
What’s New in This Release ■
6
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8.1/8.2
2
Overview of Siebel Store-andForward Messaging
This chapter provides an overview of Store-and-Forward Messaging functionality. The following topics
are included in this chapter:
■
“About Siebel Mobile Products” on page 7
■
“Overview of Siebel Store-and-Forward Messaging Functionality” on page 10
■
“Overview of Store-and-Forward Messaging for Mobile Web Client Architecture” on page 11
■
“About IBM WebSphere MQe” on page 15
■
“Overview of Siebel Store-and-Forward Messaging Administration” on page 16
■
“About Applications and Store-and-Forward Messaging for Mobile Web Client” on page 17
■
“About Data Flow in Store-and-Forward Messaging for Mobile Web Client” on page 17
About Siebel Mobile Products
Several mobile applications are included in Oracle’s Siebel product line. Each serves a different
purpose and runs on different devices. Often, these applications complement each other. The mobile
applications are as follows:
Siebel Mobile Web Client and Siebel Remote. A full-function disconnected client and supporting
server-side software, respectively. These applications provide intelligent transaction routing, data
synchronization, and Store-and-Forward Messaging capabilities.
Siebel Handheld. A full-function disconnected client with data filtering, data synchronization, and
Store-and-Forward Messaging capabilities.
Siebel Wireless. Siebel applications delivered to client browsers that connect to a Siebel Server
through a wireless network.
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Overview of Siebel Store-and-Forward Messaging ■ About Siebel Mobile Products
Figure 1 illustrates the hardware platforms on which these products run.
NOTE: In Figure 1, the term form factors refers to the general capabilities, screen shapes, and sizes
of the various devices shown in the illustration.
Figure 1.
Siebel Mobile Product Platforms
Table 1 describes the Siebel mobile products’ software components and supported hardware devices.
Table 1.
Siebel Mobile Product Components and Supported Devices
Product Group
Server Components
Siebel Remote
Siebel Remote
Store-and-Forward
Messaging
Siebel Handheld
Handheld
Synchronization Object
Manager
Client
Component
Siebel Mobile
Web Client
Supported Client Devices
Desktop PCs
Laptop PCs
Tablet PCs
Siebel Handheld
Client
Windows-based Mobile Devices
Client Browser
Any mobile device running a
supported client browser,
including wireless devices and
handheld devices
Store-and-Forward
Messaging
Siebel Wireless
8
Wireless Object Manager
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Overview of Siebel Store-and-Forward Messaging ■ About Siebel Mobile Products
Table 2 describes the Siebel mobile products’ supported Siebel applications and reference sources on
your Siebel Bookshelf for information about these products.
Table 2.
Siebel Mobile Product Supported Applications and References
Product Group
Supported Applications
Reference Sources
Siebel Remote
Almost all Siebel Business
Applications and Siebel Industry
Applications
Siebel Remote and Replication Manager
Administration Guide
(Provides the same look and
feel as those applications.)
Siebel
Handheld
Siebel Store-and-Forward Messaging Guide
for Mobile Web Client
Siebel Sales
Siebel Sales Handheld Guide
Siebel Field Service
Siebel Service Handheld Guide
Siebel Consumer Goods
Siebel Consumer Goods Handheld Guide
Siebel eMedical
Siebel Medical Handheld Guide
Siebel ePharma
Siebel Pharma Handheld Guide
Siebel Store-and-Forward Messaging Guide
for Handheld
Siebel Wireless
Siebel Sales
Siebel Wireless Administration Guide
Siebel Field Service
Siebel Partner Relationship
Management
Siebel Self-Service Applications
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Overview of Siebel Store-and-Forward Messaging ■ Overview of Siebel Store-andForward Messaging Functionality
Figure 2 shows the synchronization infrastructure used by Siebel Handheld Clients and Siebel Mobile
Web Clients.
Figure 2.
Synchronization Infrastructure for Siebel HandHeld Client and Siebel Mobile Web Client.
Overview of Siebel Store-and-Forward
Messaging Functionality
Siebel Store-and-Forward Messaging provides push-based information delivery between serverbased Siebel Business Applications and Siebel Mobile Web Client applications. Using Siebel Storeand-Forward Messaging, a Siebel Business Application can dispatch information such as an activity
and its associated data to a mobile user running the Mobile Web Client. The changes made by the
mobile user in the Siebel Mobile Web Client are delivered to the Siebel Server through Store-andForward Messaging.
For instance, a mobile technician using the Siebel Service application on a Mobile Web Client together
with Siebel Store-and-Forward Messaging can receive a dispatched activity, acknowledge the activity,
update the activity’s status, move parts, or debrief the assigned activity. During this process, Siebel
Store-and-Forward Messaging enables the mobile user to communicate all information, in real or
near-real time, with the back-end Siebel Server.
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Overview of Siebel Store-and-Forward Messaging ■ Overview of Store-and-Forward
Messaging for Mobile Web Client Architecture
If the Mobile Web Client is connected to the Siebel Server, the information is delivered immediately.
If the device is disconnected, the information is queued up in either the server side or the client side
and is delivered as soon as the device is reconnected to the Siebel Server. Siebel Store-and-Forward
Messaging uses the IBM WebSphere MQ Everyplace (MQe) queuing system to make sure data is
delivered only once. The MQe queuing system is supported on wireless or wired networks that can
provide TCP/IP connections.
The connection between the Mobile Web Client and the Siebel Server can be made in any of the
following ways:
■
By using conventional network wiring
■
From a Mobile Web Client machine that supports wireless networking, by using a wireless
connection in a Wi-Fi hot-spot location
■
From a Mobile Web Client machine that is equipped with a cellular telephone modem, by using a
wireless connection to the cellular phone network in a location where compatible cellular
telephone coverage is provided
Siebel Store-and-Forward Messaging is available as an addition to Siebel Remote, the Siebel Mobile
Web Client, and Siebel Business applications.
For more information about the Mobile Web Client, see Siebel Remote and Replication Manager
Administration Guide.
Overview of Store-and-Forward
Messaging for Mobile Web Client
Architecture
The architecture of Store-and-Forward Messaging for Mobile Web Client consists of Siebel Server
elements, Siebel Mobile Web Client elements, and IBM MQe queueing software, in the context of a
Siebel Business Application deployment that includes Siebel Remote.
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Overview of Siebel Store-and-Forward Messaging ■ Overview of Store-and-Forward
Messaging for Mobile Web Client Architecture
Table 3 specifies the kinds of data synchronization that are handled by Store-and-Forward
Messaging, and the kinds of data synchronization that are handled by Siebel Remote.
Table 3.
Synchronization Types Handled by Store-and-Forward Messaging and Siebel Remote
Direction of Synchronization
Handled by Store-andForward Messaging for
Mobile Web Client
Mobile Web Client to Server
■
All local database
transactions.
■
File attachments smaller
than the maximum
attachment size set by
the administrator. For
more information about
this parameter, see
“Configuring Maximum
Attachment Size” on
page 25.
■
New Activities assigned
by means of the Dispatch
Board to a Mobile Web
Client that has Storeand-Forward.
■
Any enterprise database
transactions that update
existing Activities that
have already been sent to
the Mobile Web Client
using Store-and-Forward
Messaging.
Server to Mobile Web Client
12
Handled by Siebel Remote
File attachments larger than
the maximum attachment
size set by the administrator.
For more information about
this parameter, see
“Configuring Maximum
Attachment Size” on page 25.
■
All enterprise database
transactions that Siebel
Remote normally routes
to the Mobile Web Client.
Any transactions that
were previously sent by
means of Store-andForward Messaging are
provided for redundancy,
but duplication of records
is prevented
automatically.
■
All file attachments,
regardless of size.
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Overview of Siebel Store-and-Forward Messaging ■ Overview of Store-and-Forward
Messaging for Mobile Web Client Architecture
Figure 3 shows the components that are used to transmit messages from the Siebel Server and
receive those messages on the Mobile Web Client using Store-and-Forward Messaging.
Figure 3.
Components Used to Transmit Store-and-Forward Messages from the Siebel Server to
Client
Figure 4 shows the components that are used to transmit messages from the Mobile Web Client and
receive them on the Siebel Server using Store-and-Forward Messaging.
Figure 4.
Components Used to Transmit Store-and-Forward Messages from Client to Server
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Overview of Siebel Store-and-Forward Messaging ■ Overview of Store-and-Forward
Messaging for Mobile Web Client Architecture
Figure 5 shows the mixture of Siebel Remote components and Store-and-Forward components that
are used to transmit all file attachments from the Siebel Server and receive them on the Mobile Web
Client.
Figure 5.
Siebel Remote and Store-and-Forward Components Sending All Attachments to Mobile
Web Client
Figure 6 shows the mixture of Siebel Remote components and Store-and-Forward components that
are used to transmit large file attachments from the Mobile Web Client and receive them on the
Siebel Server.
Figure 6.
Siebel Remote and Store-and-Forward Components Sending Large Attachments to Server
Store-and-Forward architectural elements are described in the following paragraphs. For information
about Siebel Remote elements, see Siebel Remote and Replication Manager Administration Guide.
RTSDispatcher
This server component retrieves transactions from the transaction log and creates Store-andForward work items that identify which Mobile Web Clients will receive Store-and-Forward messages.
RTSExtractor
This server component extracts the needed data from the database and creates the appropriate
Store-and-Forward messages.
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Overview of Siebel Store-and-Forward Messaging ■ About IBM WebSphere MQe
RTSSender
This server component sends Store-and-Forward Messages to the designated Mobile Web Clients by
means of IBM MQe, and then deletes the associated work item.
IBM MQe
IBM WebSphere MQ Everyplace (MQe) provides a secure transport layer for transmitting Store-andForward messages over wired and wireless networks. For more information about MQe, see “About
IBM WebSphere MQe” on page 15.
RTSQApplier
This server component retrieves messages from the SMQ Receiver server component and applies the
updates that are contained in the messages to the Siebel Server’s database.
SMQ Receiver
This server component receives Store-and-Forward messages that Mobile Web Clients send by means
of the transport service. SMQReceiver invokes the RTSQApplier component and passes the message
to that component.
RTSClient
This architectural element is a background process on the Mobile Web Client. It performs the
following functions:
■
Sending database updates from the Mobile Web Client to the Siebel Server as Store-and-Forward
messages
■
Receiving Store-and-Forward messages from the Siebel Server and applying the database
changes in the messages to the Mobile Web Client’s local database.
About IBM WebSphere MQe
Siebel Store-and-Forward Messaging transmits messages to and from Siebel Mobile Web Clients,
using IBM WebSphere MQ Everyplace (MQe) as a secure transport. A single instance of MQe is called
a queue manager. An MQe queue manager contains multiple queues that hold messages being
passed between the Siebel Server and the Mobile Web Clients. Both the Siebel Server and the Mobile
Web Clients communicate with the queue manager to exchange messages.
NOTE: Store-and-Forward Messaging for Mobile Web Client is preconfigured to support delivery of
Activities data from the Siebel Server to the Mobile Web Client. If you want to use Store-and-Forward
Messaging to deliver other information types from the Siebel Server to the Mobile Web Client, contact
Oracle’s Application Expert Services for assistance.
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Overview of Siebel Store-and-Forward Messaging ■ Overview of Siebel Store-andForward Messaging Administration
Overview of Siebel Store-and-Forward
Messaging Administration
You can administer Siebel Store-and-Forward Messaging from the Administration—Store-andForward screen and the Administration—Siebel Remote screen in a Siebel Web Client.
The Administration—Store-and-Forward screen has the following view related to Store-and-Forward
Messaging:
■
Store-and-Forward Message History
The Administration—Siebel Remote screen has the following views related to Store-and-Forward
Messaging:
■
Store-and-Forward Administration
■
Mobile Clients
The following paragraphs describe these administration views. For detailed information about
administration tasks, see Chapter 3, “Installation and Configuration of Siebel Store-and-Forward
Messaging” and Chapter 4, “Administration of Siebel Store-and-Forward Messaging.”
Store-and-Forward Message History View
The Store-and-Forward Message History view in the Administration—Store-and-Forward screen
provides administrative information for each outbound message. This view allows you to view such
characteristics of outbound messages as the unique message ID, the application that was used for
the message, the time the message was sent, the message size, the message status, and so on. You
can use this view to track outbound messages for any user in your system, either to troubleshoot or
to monitor application and system usage.
Store-and-Forward Administration View
The Store-and-Forward Administration view in the Administration - Siebel Remote screen displays
the definition of the default integration object that is used in the synchronization of Activity
information. The view can also be used for defining additional integration objects and for setting the
timeout values that govern timely delivery of Store-and-Forward messages.
For more information about defining Integration Objects, see “About Configuring Store-and-Forward
Messaging Integration Objects” on page 23. For more information about setting timeout values, see
“Configuring the Data Message Timeout Parameter for Store-and-Forward Messaging” on page 24.
Mobile Clients View
The Mobile Clients view in the Administration - Siebel Remote screen is primarily intended for
administration of Mobile Web Clients. However, it also contains the SAF Queue Subsystem field,
which must be configured in order to enable Store-and-Forward Messaging for Mobile Web Clients.
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Overview of Siebel Store-and-Forward Messaging ■ About Applications and Store-andForward Messaging for Mobile Web Client
About Applications and Store-andForward Messaging for Mobile Web
Client
Siebel Store-and-Forward Messaging for Mobile Web Client can be used with any Siebel Business
Application or any Siebel Industry Application that is compatible with the Mobile Web Client.
Regardless of which Siebel applications your deployment uses, all Mobile Web Clients that use Storeand-Forward Messaging use the same preconfigured application settings, which you can view by
navigating to Administration - Store-and-Forward > Store-and-Forward Applications.
NOTE: Store-and-Forward Messaging for Handheld has different requirements for configuring
application settings from those described in the preceding paragraph. For more information, see
Siebel Store-and-Forward Messaging Guide for Handheld.
About Data Flow in Store-and-Forward
Messaging for Mobile Web Client
This topic describes how data flows for certain common operations that involve Store-and-Forward
messaging, including the following:
■
Server to Client Data Flow. Creation, assignment, and transmission of Activity information
from the Siebel Server and Enterprise database to the Siebel Mobile Web Client.
■
Client to Server Data Flow. Update to Activity information on the Mobile Web Client and
transmission to the Siebel Server and the Enterprise database.
■
Change in ownership of an Activity record.
■
Deletion of a child record of an Activity record.
Store-and-Forward Messaging from Server to Mobile Web Client
The following steps describe what happens when new Activity information originates on the Server
and Store-and-Forward transmits it to the Mobile Web Client.
1
A Siebel Web Client user logs in to the Siebel Service application and creates an Activity record.
2
The Dispatch Board lets an authorized user such as a Service Manager assign the Activity record
to an appropriate Mobile Web Client user and to schedule the activity for an appropriate time
frame. The Dispatch Board - Generic workflow and the SAF - Activity workflow are used in this
step.
NOTE: If the Activity record includes an attachment, Store-and-Forward Messaging does not
send the attachment to the Mobile Web Client. Instead, the attachment is queued for delivery
during Siebel Remote synchronization.
3
The RTSDispatcher component retrieves information from the transaction log and creates Storeand-Forward work items that identify which Mobile Web Clients will receive Store-and-Forward
messages.
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Overview of Siebel Store-and-Forward Messaging ■ About Data Flow in Store-andForward Messaging for Mobile Web Client
4
The RTSExtractor component extracts the needed data from the database and creates the
appropriate Store-and-Forward messages.
5
The RTSSender component sends Store-and-Forward Messages to the designated Mobile Web
Clients by means of IBM MQe, and then deletes the associated work items.
6
IBM MQe transmits the message in HTTP format to the assigned Mobile Web Client user.
7
The Store-and-Forward message travels over local intranet and internet channels, as needed,
including any of the following network configurations that are needed to deliver the message:
8
■
Wired networks
■
A Wi-Fi hotspot within range of the Mobile Web Client machine (the machine must have WiFi capability)
■
Cellular phone networks within range of the Mobile Web Client machine (the machine must
be equipped with a cellular phone modem and a cellular phone service plan)
On the Mobile Web Client, IBM MQe receives the Store-and-Forward Message and passes it to the
RTSClient process, autosync.exe.
The RTSClient process is automatically started as part of the process of starting a Siebel
application and connecting to the local database. The process continues running even if the user
exits from the Siebel application.
9
The RTSClient process performs the following actions:
a
It displays an incoming message alert icon (a red arrow pointing down at an envelope) in the
notification area of the Mobile Web Client’s screen.
b
It applies the database change that is contained in the message to the local database.
c
It displays an outgoing message alert icon (a red arrow pointing up from an envelope) in the
notification area, indicating that it is sending the Siebel Server an acknowledgement of the
message just received.
10 The Mobile Web Client user clicks the incoming message alert icon in the notification area of the
screen to display the Incoming Message List, and the message data is available in the local
database.
Store-and-Forward Messaging from Mobile Web Client to Server
The following steps describe how Store-and-Forward Messaging operates when a Mobile Web Client
user changes any record in the local database.
1
18
The Mobile Web Client user creates or updates a record. For example, the user might add
information about an activity that is in progress, or record the activity’s successful completion,
or create a new Contact record that is not yet related to any activity.
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Overview of Siebel Store-and-Forward Messaging ■ About Data Flow in Store-andForward Messaging for Mobile Web Client
2
The RTSClient component constructs a message to send to the Siebel Server. The RTSClient
component extracts the relevant data from the local database and formats it into a message that
is compatible with IBM MQe. The RTSClient component displays an outgoing message alert icon
(a red arrow pointing up from an envelope) in the notification area of the Mobile Web Client’s
screen.
NOTE: Handling of any file attachment depends on the size of the attachment. If the file
attachment is smaller than the maximum attachment size set by the administrator, then the
attachment is included in the message to be sent to the Siebel Server using Store-and-Forward
Messaging. If the file attachment exceeds the maximum attachment size, then the RTSClient
component queues the attachment for delivery using Siebel Remote synchronization.
3
IBM MQe transmits the message in HTTP format to the Siebel Server.
4
The Store-and-Forward message travels over network channels, as needed, including any of the
following network configurations that are needed to deliver the message:
■
Wired networks
■
A Wi-Fi hotspot within range of the Mobile Web Client machine (the machine must have WiFi capability)
■
Cellular phone networks within range of the Mobile Web Client machine (the machine must
be equipped with a cellular phone modem and a cellular phone service plan)
5
On the application server, the SMQ Receiver component receives the update message from MQe
and passes to it to the RTSQApplier component.
6
The RTSQApplier component applies the update to the Siebel Enterprise Database.
Change in Ownership of an Activity Record
If an Activity record in the Enterprise database is changed to add a Mobile Web Client as the Activity’s
owner, that change triggers the use of Store-and-Forward Messaging to deliver information about
that activity to that Mobile Web Client.
If an activity record in the Enterprise database is changed to end a Mobile Web Client’s ownership of
that activity, that change triggers the use of Store-and-Forward Messaging to delete the record from
that Mobile Web Client’s local database. That Mobile Web Client receives no further updates about
that Activity record.
Deletion of a Child Record of an Activity Record
If a child record of the Activity business component is deleted from the Enterprise database, Storeand-Forward Messaging does not transmit the delete operation to any Mobile Web Clients, unless
your implementation includes a workflow that is specifically constructed to monitor the child business
component and propagate such deletions to Mobile Web Clients. However, normal synchronization
using Siebel Remote does propagate the deletion. For example, deletion of an invoice associated with
an activity would reach the appropriate Mobile Web Clients only by means of Siebel Remote
synchronization.
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Installation and Configuration
of Siebel Store-and-Forward
Messaging
This chapter describes how to install and configure Store-and-Forward Messaging. The following
topics are included in this chapter:
■
“Prerequisites for Siebel Store-and-Forward Messaging Installation” on page 21
■
“Process of Installing Siebel Store-and-Forward Messaging” on page 21
■
“Process of Deploying IBM MQe Queue Managers” on page 26
■
“Process of Installing and Configuring Mobile Web Client Applications” on page 33
■
“Troubleshooting Store-and-Forward Messaging Setup and Configuration” on page 35
Prerequisites for Siebel Store-andForward Messaging Installation
Perform the basic Siebel Server installation according to the instructions contained in the Siebel
Installation Guide for the operating system you are using.
Process of Installing Siebel Store-andForward Messaging
To install Siebel Store-and-Forward Messaging you must perform the following tasks:
■
“Enabling Component Groups for Store-and-Forward Messaging” on page 21
■
“Adding Responsibilities for Store-and-Forward Messaging” on page 23
■
“About Configuring Store-and-Forward Messaging Integration Objects” on page 23
■
“Configuring the Data Message Timeout Parameter for Store-and-Forward Messaging” on page 24
■
“Configuring Maximum Attachment Size” on page 25
■
“Optional Step: Configuring Store-and-Forward Messaging Workflows” on page 25
■
“Activating Workflows for Store-and-Forward Messaging” on page 26
Enabling Component Groups for Store-and-Forward
Messaging
The following procedure describes how to enable the component groups that are required for Storeand-Forward Messaging, using an administrative view in a Siebel Application. If you wish, you can
enable the required component groups from the Server Manager, instead.
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To enable component groups for Store-and-Forward Messaging
1
Log into a Siebel Web Client application as the System Administrator.
2
Navigate to Administration - Server Configuration > Enterprises > Component Groups.
3
On the Component Groups view tab, query for each of the component groups listed in the
following table and click Enable.
Component Group
Comments
Enterprise Application
Integration (EAI)
Used for Store-and-Forward Messaging server components such
as SMQReceiver. Enable the entire component group.
Field Service Object
Manager or Field
Service
Used to enable Siebel Field Service related features and Storeand-Forward Messaging workflows. For deployment of Store-and
Forward Messaging, only the Field Service Object Manager
component is needed from the Field Service component group, but
you can enable the entire group if you wish.
MWC Real Time Sync
Used for Store-and-Forward Messaging components such as
RTSExtractor, RTSSender, RTSQApplier, and RTSDispatcher.
Enable the entire component group.
Call Center Object
Manager or Siebel Call
Center
Used to enable Siebel Call Center-related features. For
deployment of Store-and-Forward Messaging, only the Call Center
Object Manager component is needed from the Siebel Call Center
component group, but you can enable the entire group if you wish.
Siebel Remote
Used to handle all Store-and-Forward Messaging attachments that
are sent from Siebel Server to Mobile Web Client, and attachments
that are larger than a specified size and are sent from Mobile Web
Client to Siebel Server. Also duplicates messages that are sent
from Siebel Server to Mobile Web Client using Store-and-Forward
Messaging, for redundancy. Enable the entire component group.
Sales Object Manager
or Siebel Sales
Used to enable Siebel Sales-related features. For deployment of
Store-and-Forward Messaging, only the Sales Object Manager
component is needed from the Siebel Sales component group, but
you can enable the entire group if you wish.
NOTE: If you are configuring a Siebel Industry application (such as Siebel Pharma Handheld) to
use Store-and-Forward Messaging, you must enable the HandheldsyncSIS component group as
well.
4
Click the Synchronize tab and click Synchronize.
5
Stop the Siebel Server, and then stop the Siebel Gateway Server.
6
Restart the Siebel Gateway Server, then restart the Siebel Server.
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Adding Responsibilities for Store-and-Forward
Messaging
The responsibilities listed in Table 4 are related to Store-and-Forward Messaging system
administrator or users.
Table 4.
Responsibilities for Store-and-Forward Messaging
Responsibility
Comments
SMQ User
Allows access to the Store-and-Forward Messaging administration views.
NOTE: It is important to verify that all Store-and-Forward Messaging
administrators have the SMQ User responsibility.
Standard Client
Responsibilities
Mobile Web Client users must have the responsibilities that give them
access to the Siebel application views that they need to perform their job
duties. No additional responsibilities are required for using Store-andForward Messaging as an end user.
Standard Siebel
Administrator
Responsibilities
Administrators for Store-and-Forward Messaging for Mobile Web Client
must have the standard Siebel Administrator responsibility to gain access
to the necessary administration views.
Associate these responsibilities with your end users, as needed, along with appropriate values for
Organization and Service Region. For information about how to set up responsibilities, see Siebel
Security Guide.
About Configuring Store-and-Forward Messaging
Integration Objects
By default, Siebel Store-and-Forward for Mobile Web Client has a predefined integration object for
the Activities business component. If you want your Mobile Web Clients to have Store-and-Forward
functionality for records in another business component, contact Oracle’s Application Expert Services
for assistance in configuring additional integration objects.
NOTE: Oracle does not support the use of Store-and-Forward Messaging for Mobile Web Clients for
scripted objects or objects that have attachments.
You must also contact Oracle’s Application Expert Services for assistance if you want to use the Send
business service (which is called RTS Subscription Service in Siebel Tools) in any custom portions of
your implementation. This business service acts as a transport mechanism for delivering Store-andForward messages to a specific user ID.
For more information about integration objects, see Integration Platform Technologies: Siebel
Enterprise Application Integration.
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Configuring the Data Message Timeout Parameter for
Store-and-Forward Messaging
To make sure server outbound data messages are delivered in a timely manner, Siebel Store-andForward Messaging allows you to specify the following message timeout parameter:
■
Message Delivery Timeout. This parameter determines the amount of time, in seconds,
allowed for a given outbound data message to be delivered before it is timed out.
You configure the Message Delivery Timeout Parameter to indicate the timeout period of each
message object. The default value is zero, meaning that the messages do not time out. You must
change this value if you want to specify a timeout period for your dispatched messages.
The timeout length can be field-value dependent, for example, different activity messages can
have different timeouts based on the value entered into the activity priority field. A message is
removed from the user's server outbound queue if it is not delivered within the defined time
period. Also, the related activity record's status is changed to Dispatch Failed when the system
is unable to successfully transmit the message to a device.
The value set for this parameter is in seconds.
To set up the message delivery timeout parameter
1
Navigate to Administration - Siebel Remote > Store-and-Forward Administration.
2
In the Integration Objects list, select one of the following:
3
■
If you are using Store-and-Forward messaging to deliver Activity messages, select Real Time
Sync Activity.
■
If you are using Store-and-Forward messaging to deliver other types of messages, select the
applicable integration object for your data.
In the Timeout Admin list, click New to create a new record, and complete the following steps:
a
In the Type field, enter Message Delivery Timeout.
b
If you want the timeout period to vary depending on the value of a certain field (such as the
Priority field), then enter the field name in the Field field; otherwise, leave the Field field empty.
c
In the Default Time field, enter the number of seconds that must pass before an undelivered
message times out.
The Default Time value is used only if you do not specify separate timeouts for specific values
in a specific field.
4
If you specified a value for the Field field in Step 3, then click New in the Field Values and Timeout
list, and complete the following steps:
a
Verify that the Field field displays the name of the field that you want Store-and-Forward
messaging to use to determine timeout values, such as the Priority field.
b
In the Values field, enter a typical value for the selected field.
For a Priority field, typical values might be 1-ASAP, 2-High, 3-Medium, and 4-Low.
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c
In the Time field, enter the number of seconds that must pass before an undelivered message
with the specified Value times out.
For example, you might specify that activities with Priority set to 1-ASAP time out after 600
seconds (10 minutes).
Repeat this step as needed to specify an appropriate timeout period for each typical value.
Configuring Maximum Attachment Size
When Store-and-Forward Messaging sends data from the Mobile Web Client to the Siebel Server that
includes an attachment, the channel over which the attachment is sent varies depending on the size
of the file and the value of the system preference called SFM: Maximum File Attachment setting. The
following procedure briefly describes how to configure this setting. For more information about
system preferences related to Siebel Remote, see Siebel Remote and Replication Manager
Administration Guide.
NOTE: All attachments that are sent from the Siebel Server to the Mobile Web Client travel by means
of Siebel Remote synchronization, not by Store-and-Forwarding.
To configure the maximum attachment size for Store-and-Forward Messaging
1
Navigate to Administration - Siebel Remote > Remote System Preferences.
2
In the Remote System Preferences form, in the SF: Maximum File Attachment field, enter the
size in kilobytes of the largest file attachment you want Store-and-Forward Messaging to transmit
from the Mobile Web Client to the Siebel Server.
Optional Step: Configuring Store-and-Forward
Messaging Workflows
Siebel Store-and-Forward Messaging provides the following preconfigured workflows, which are
accessed through the Administration - Business Process > Workflow Deployment screen:
■
Dispatch Board - Generic
■
SAF Activity
■
SMQ PreDelete FS Invoice Record
■
SMQ Delete FS Invoice Record
■
SMQ Outbound Delete in Action Business Object
You can configure these workflows to meet specific business requirements. For more information on
Store-and-Forward Messaging preconfigured workflows, see Chapter 5, “Siebel Store-and-Forward
Messaging Sample Workflows.”
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Activating Workflows for Store-and-Forward Messaging
After the workflows are properly configured, you need to activate them.
To activate workflows
1
Navigate to Administration - Business Process > Workflow Deployment.
The Repository Workflow Processes screen appears.
2
In the Active Workflow Processes view, query for SAF Activity and Dispatch Board - Generic. If
these workflows appear, delete them.
3
In the Repository Workflow Processes screen, query for SAF Activity and Dispatch Board Generic.
4
Activate these workflows one by one by clicking the Activate button.
Process of Deploying IBM MQe Queue
Managers
An IBM MQe Queue Manager runs as a separate process from the Siebel Server. This process can run
either on the same computer that hosts the Siebel Server, or on a different computer in the same
enterprise. Either way, the Siebel Server and the Siebel Mobile Web Client application communicate
with the queue manager using the HTTP protocol, so the queue manager must be located on a
machine that is accessible to both the Siebel Server and the Mobile Web Client. IBM MQe is a Javabased product, and requires certain Java configurations.
CAUTION: If Siebel Server and IBM MQe Queue Managers are running on different hosts, their
system clocks must be synchronized. If they are not, PING messaging may fail. For more information
about the MQe requirement, see the IBM documentation.
To deploy MQe Queue Managers, perform the following tasks:
■
“Installing the MQe Servlet” on page 27
■
“Enabling the SMQReceiver” on page 29
■
“Optional Step: Creating Additional SMQ Subsystems” on page 30
■
“Deploying SMQReceivers on UNIX Systems” on page 31
■
“Setting Up Multiple Queue Managers” on page 33
NOTE: If your Siebel implementation uses Store-and-Forward Messaging for both Siebel Handheld
and Siebel Mobile Web Client, the SMQReceiver for Siebel Handheld and the SMQReceiver for Siebel
Mobile Web Client can run on the same server, but they use different subsystems. For more
information about setting up SMQReceiver for Siebel Handheld, see Siebel Store-and-Forward
Messaging Guide for Handheld.
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Installing the MQe Servlet
You deploy MQe as a Java 2 Enterprise Edition (J2EE)-compliant Web application, or servlet. You
install this Web application into a J2EE-compliant Web server or Web server plug-in (container or
servlet container).
To perform this procedure, it is recommended that you first be familiar with installing Java servlets
on the Web server.
To install the MQe Servlet
1
Make sure your system meets the following requirements:
■
The MQe Queue Manager servlet deployment requires a J2EE-compliant Web server or servlet
engine that is capable of running Java servlets. For information about the required J2EE
servlet specification version, see Siebel System Requirements and Supported Platforms on
Oracle Technology Network.
NOTE: The Microsoft IIS Web server does not support servlets. However, third-party plugins are available that allow you to run servlets on IIS. Other Web servers such as Tomcat
include servlet support by default.
2
■
Each computer running an MQe Queue Manager must have a Java Runtime Environment
(JRE) installed. For information about the required Java Runtime Environment (JRE) version,
see Siebel System Requirements and Supported Platforms on Oracle Technology Network.
■
The servlet uses your Web server’s existing port (generally port 80, the default for HTTP).
Your firewall must permit inbound connections on this port for mobile clients or regular
Internet users.
Locate the MQe servlet on your installation media.
The servlet is delivered as part of the Siebel Server installation package, in the
<Siebel_Server>\classes\SiebelSMQServlet.war file. You can open .war files with winzip or any
extraction tool that can decompress zip files.
3
Follow the procedure specific to your Web server or servlet engine for installing the MQe servlet.
This might mean copying the servlet directory tree into a directory that is specified by the Web
server or servlet engine. Alternatively, it might mean running a configuration utility built into the
server or engine. For a Tomcat server, you run the Tomcat Manager utility and deploy Context
Path /smq using the complete path to your SiebelSMQServlet.war file as the WAR or Directory
URL. For details of this procedure, see the documentation for your Web server or servlet engine.
The MQe queue manager is deployed in a directory that conforms to the J2EE Web application
specification. This structure consists of specially-named subdirectories containing the necessary
Java class files and configuration information. The layout is as follows:
<root>\
WEB-INF\
web.xml
lib\
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MQeBase.jar
MQeSecurity.jar
SiebelSMQ.jar
The files in this directory structure are described in the following table.
4
File
Comments
web.xml
Deployment descriptor file that configures the servlet
according to the J2EE servlet specification
MQeBase.jar
Redistributable binary file from MQe
MQeSecurity.jar
Redistributable binary file from MQe
SiebelSMQ.jar
Siebel servlet implementation
If the Web server you are preparing is a UNIX machine, perform the following steps; otherwise,
skip to Step 5:
a
Make a backup copy of the .cshrc file for the administrator account that will run MQE.
b
Open the .cshrc file and locate the following line, where $HOME/${build} is the directory in which
you installed your Siebel Server software:
if (-f $HOME/${build}/ses/siebsrvr/siebenv.csh) source $HOME/${build}/ses/
siebsrvr/siebenv.csh
c
Add the following environmental variables immediately following the line described in Step b:
❏
JAVA_HOME
❏
PATH
Typical commands for setting these variables would be similar to the following:
setenv JAVA_HOME /user/jdk1.5.0_10
setenv PATH {$PATH}:/usr/jdk1.5.0_10:/usr/jdk1.5.0_10/bin:/usr/jdk1.5.0_10/
jre:/usr/jdk1.5.0_10/jre/bin
d
Make sure that the lines that define the following environmental variables include the location of
the libjvm.so file and the parent folder:
❏
LD_LIBRARY_PATH (for Enterprise Linux (EL), Linux, and Solaris)
❏
SHLIB_PATH (for HP)
Typical commands for setting these variables would be similar to the following:
setenv LD_LIBRARY_PATH $ORACLE_HOME/lib:/usr/openwin/lib:/usr/dt/lib:/usr/
jdk1.5.0_10/jre/lib/i386/server:/usr/jdk1.5.0_10/jre/lib/i386
e
5
28
To initialize the modified variables, exit from the session and open a new session.
Make a backup copy of the Web server’s web.xml file, then open the web.xml file in a text editor
and complete the following steps to change the DataDir parameter to specify the directory where
you want the queues to be stored:
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a
Locate the following portion of the file:
<web-app>
...
<servlet>
...
<servlet-name>ServerQM</servlet-name>
<init-param>
<param-name>DataDir</param-name>
...
<param-value>CHANGE_ME</param-value>
</init-param>
</servlet>
b
Replace CHANGE_ME with the path to the directory where you want Store-and-Forward
Messaging queues to be located.
NOTE: Queues will be located in the MQe\servlet-name subdirectory of the directory that you
specify. For example, if you specify a DataDir value of C:\Siebel and leave the default servlet
name of ServerQM unchanged, then queues will be located in C:\Siebel\MQe\ServerQM.
c
6
Save and close the web.xml file.
Restart the servlet.
At runtime, after the first time the servlet runs, the system populates the directory specified by
the web.xml file’s DataDir parameter with the queues.
After installation, the servlet starts automatically the first time a client or a Siebel Server accesses
it. The servlet shuts down when the Web server shuts down.
Enabling the SMQReceiver
SMQReceiver must be enabled after the IBM MQe Queue Manager is set up and running. You must
enable the SMQReceiver after the Siebel Server starts running.
To enable the SMQReceiver
1
Open up the Windows command prompt and start the Siebel Server Manager for the Siebel
Server using the following command:
srvrmgr /g <gateway server> /e <enterprise> /s <Siebel server> /u <userid>
/p <password>
NOTE: userid and password are the system administrator's user name and password.
2
From the Siebel Server Manager, run the following command and verify that the parameter values
are correct for your implementation:
list parameters for named subsystem SmqRTSReceiverSubsys
If you need to correct any parameter values for the SmqRTSReceiverSubsys subsystem, use a
command like the following, substituting the appropriate values for your implementation:
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change param SmqQueueName=InboundRTSQ,SmqServerMachineName=server_name,
SmqServerPortNumber=8080,smqservletpathName=/smq/serverQM for named subsystem
SmqRTSReceiverSubsys
3
From the Siebel Server Manager run the following command once to start the SMQReceiver.
start task for comp SMQReceiver with
ReceiverConnectionSubsystem=SmqRTSReceiverSubsys,
ReceiverDataHandlingSubsystem=SmqRTSDispatchSubsys,
ReceiverMethodName=ReceiveDispatch
Input parameters for the SMQReceiver are defined in the named subsystems. The first named
subsystem defines the parameters necessary to configure an SMQReceiver for receiving
messages (see the predefined named subsystem, SmqRTSReceiverSubsys). The second named
subsystem identifies the workflow for processing the received messages (see the predefined
named subsystem, SmqDispatchRTSDispatchSubsys).
4
From the Siebel Server Manager, run the following commands:
Start task for comp RTSDispatcher
Start task for comp RTSExtractor
Start task for comp RTSSender
Optional Step: Creating Additional SMQ Subsystems
You can use additional SMQ subsystems in Siebel implementations that have more users than a
single IBM MQe queue manager can support. Each IBM MQe queue manager must communicate with
an SMQ subsystem that is dedicated to that queue manager. Each Mobile Web Client is configured to
communicate with a specific SMQ Subsystem (and its associated queue manager).
NOTE: Regardless of how many SMQ subsystems you create, you only need one Siebel Mobile Web
Client record to be listed in Administration > Store-and-Forward > Message List > Store-and-Forward
Applications.
To create additional SMQ subsystems
■
From the Siebel Server Manager, execute the following command, substituting the appropriate
server name:
create named subsystem SmqRTSReceiverSubsys1 for subsystem SMQRcvSubsys with
SmqQueueType=MQe,SmqQueueName=InboundRTSQ,SmqQueueManagerName=ServerQM,
SmqServletPathName=/smqServerQM,SmqServerMachineName=sdch70a012,
SmqServerPortNumber=8080,SmqTransportServiceName="SMQ Transport Service",
SmqTransportMethodName="WaitForMessage",SmqCompression="GZIP",SmqEncryption="RC4",
SmqProcessComponentName="RTSQApplier",SmqProcessMethodName="RunRTSApplier",
SmqProcessServiceName="RTS Message Apply Service"
NOTE: The value for SmqServerPortNumber must match the port for the Web server where you
deploy the MQe Queue Manager servlet. The value of 8080 that is shown in this topic is the
default port for a Tomcat Web server.
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To start SMQReceiver for this new subsystem, use the following server manager command:
start task for comp SMQReceiver1 with
ReceiveConnectionSubsystem=SmqRTSReceiverSubsys1,
ReceiverDataHandlingSubsystem=SmqRTSDispatchSubsys,
ReceiverMethodName=ReceiveDispatch
Deploying SMQReceivers on UNIX Systems
This topic describes how to deploy SMQReceivers for various non-Windows platforms: Solaris, AIX,
Red Hat Linux, and SUSE Linux. Use the procedure that applies to your implementation.
The following procedure describes how to deploy SMQReceivers on Solaris systems.
To install SMQReceivers on UNIX, Solaris platform
1
Make sure Java is installed on the following servers:
■
Tomcat/MQe server
■
SMQReceiver
For information about the required Java Runtime Environment (JRE) version, see Siebel System
Requirements and Supported Platforms on Oracle Technology Network.
2
Set the following environment variables, substituting the correct paths for your environment:
setenv LD_LIBRARY_PATH
server
{$LD_LIBRARY_PATH}:/usr/jdk/jdk1.5.0_01/jre/lib/sparc/
setenv JAVA_HOME /usr/jdk/jdk1.5.0_01
3
Make sure the directory that contains libjvm.so is in LD_LIBRARY_PATH.
For a UNIX machine, a typical path to the file would be /usr/jdk1.5.0_10/jre/lib/i386/server/
libjvm.so.
NOTE: The libjvm.so file is required. If you do not find it, make sure that the servers are running
the required version of the full Java Developer Kit (JDK).
The following procedure describes how to deploy SMQReceivers on AIX systems.
To install SMQReceivers on UNIX, AIX platform
1
Set the following environment variables:
setenv LIBPATH {$LIBPATH}:/usr/java1.5/sdk/jre/bin:/usr/java1.5/sdk/jre/bin/j9vm/
setenv JAVA_HOME /usr/java1.5/sdk
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2
Make sure the directory that contains libjvm.so is in LIBPATH.
If necessary, add the directory to the LIBPATH environmental variable.
NOTE: The libjvm.so file is required. If you do not find it, make sure that the servers are running
the required version of the full Java Developer Kit (JDK).
3
Create SmqJVMSubsys: Use Server Manager and issue the following commands:
create named subsystem SmqJVMSubsys for subsystem JVMSubsys
change param CLASSPATH="
<Install_Dir>/siebsrvr/classes/SiebelJI_Common.jar:<Install_Dir>/siebsrvr/classes/
SiebelJI.jar:<Install_Dir>/siebsrvr/classes/SiebelJI_psl.jar:<Install_Dir>/
siebsrvr/classes/SiebelJI_enu.jar:<Install_Dir>/siebsrvr/classes/Siebel.jar" for
named subsystem SmqJVMSubsys
NOTE: If the server you are working on does not accept commands this long, then place the
command in a text file called cmd.txt, located in the server’s bin directory. Then execute the
following command:
smgr -i cmd.txt
The following procedure describes how to deploy SMQReceivers on Red Hat Linux systems or SUSE
Linux systems.
To install SMQReceivers on UNIX, Red Hat Linux or SUSE Linux platform
1
The EAI component group is needed to run SMQReceiver.
2
Make sure the directory that contains libjvm.so and its parent directory are in
LD_LIBRARY_PATH.
If necessary, add these directories to the LD_LIBRARY_PATH environmental variable.
NOTE: The libjvm.so file is required. If you do not find it, make sure that the servers are running
the required version of the full Java Developer Kit (JDK).
3
Create SmqJVMSubsys: Use Server Manager and issue the following commands:
create named subsystem SmqJVMSubsys for subsystem JVMSubsys
change param CLASSPATH="{$SIEBEL_HOME}/siebsrvr/classes/
SiebelJI_enu.jar:{$SIEBEL_HOME}/siebsrvr/classes/Siebel.jar" for named subsystem
SmqJVMSubsys
NOTE: If the server you are working on does not accept commands this long, then place the
command in a text file called cmd.txt, located in the server’s bin directory. Then execute the
following command:
smgr -i cmd.txt
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Setting Up Multiple Queue Managers
A Store-and-Forward messaging application can send and receive messages by way of multiple IBM
MQe Queue Managers. Each MQe Queue Manager is a server process. It has a unique name, can run
on any host, listens on a specified port number, and has its own storage for queues. Each Queue
Manager has one SMQReceiver component with its individual subsystem. If you use multiple Queue
Managers, then you must create multiple subsystems.
Your Siebel application comes with one default subsystem called SmqRTSReceiverSubsys. Within the
subsystem is a set of parameters that specify its characteristics. To support multiple Queue
Managers, you create multiple subsystem parameter sets, one for each MQe Queue Manager. Each
SMQ Receiver has a parameter that specifies the name of the subsystem to use. Each Mobile Web
Client is configured to communicate with a specific subsystem.
For information about creating multiple subsystems, see “Optional Step: Creating Additional SMQ
Subsystems” on page 30. For information about specifying a subsystem for an SMQ Receiver, see
“Enabling the SMQReceiver” on page 29.
Process of Installing and Configuring
Mobile Web Client Applications
After setting up the Siebel Server and the queue manager, you are now ready to install and configure
the Siebel Mobile Web Client applications to enable Store-and-Forward Messaging.
To install and configure the Siebel Mobile Web Client applications, perform the following tasks:
1
Set up the Mobile Web Client machine to use Wi-Fi and/or cell phone networks, if you plan to use
them for Store-and-Forward Messaging.
2
Set up the Mobile Web Client’s network connection. See “Setting Up a Network Connection for
Mobile Web Client” on page 34.
3
Assign the Mobile Web Client to an SMQ Receiver subsystem. See “Registering a Mobile Web Client
for Store-and-Forward Messaging” on page 34.
4
Extract and initialize the local database for the Mobile Web Client according to the instructions in
Siebel Remote and Replication Manager Administration Guide. This task must be performed after
the SMQReceiver subsystem is assigned.
5
Verify that the Mobile Web Client’s autosync.cfg file contains the correct host name for the queue
manager.
Changing the Queue a Mobile Web Client Uses
From time to time, you may need to modify queue manager information for one or more users. For
example, this can happen if an employee transfers to an office that is served by a different queue
manager, or if your organization adopts a new network domain name. In these cases, complete the
steps in the following procedure.
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To change which queue a Mobile Web Client uses for Store-and-Forward Messaging
1
Make sure that there are no pending messages in the inbound or outbound queues on either the
Mobile Web Client or the Siebel Server.
2
Log in to your Siebel application (connected to the server), and navigate to Administration Siebel Remote > Mobile Clients.
3
In the Parent Server form, use standard query techniques to select the server that the Mobile
Web Client communicates with.
4
In the Mobile Clients list, find the record for the Mobile Web Client that you are assigning to a
new queue.
5
In the SAF Queue Subsystem field, enter the name of the new subsystem for the Mobile Web
Client.
6
Re-extract and reinitialize the local database for the Mobile Web Client.
For more information, see Siebel Remote and Replication Manager Administration Guide.
7
Inspect the Mobile Web Client’s autosync.cfg file to make sure that the initial extract process
placed the correct information about the new queue in the file.
Setting Up a Network Connection for Mobile Web Client
You must set up a network connection for the Mobile Web Client machine so that it can communicate
with the queue manager by way of an IP network through the HTTP protocol. The network connection
can be either wired or wireless, as long as the Mobile Web Client has access to the appropriate queue
manager. For information about setting up Mobile Web Clients, see Siebel Remote and Replication
Manager Administration Guide.
Registering a Mobile Web Client for Store-and-Forward
Messaging
Each Mobile Web Client must be registered for Siebel Remote communication with a particular
server—either the HQ (headquarters) server, or a Regional Node. At the same time as you register
a Mobile Web Client to communicate with a particular server, you can also specify the SMQReceiver
subsystem that the Mobile Web Client will use for Store-and-Forward Messaging.
Briefly, this task is performed by creating a Mobile Web Client record in the Siebel Remote
Administration screen’s Mobile Web Client view. While specifying other values needed for Siebel
Remote operations, you can enable Store-and-Forward Messaging for the Mobile Web Client by
entering the SMQReceiver subsystem name (such as SmqRTSReceiveSubsystem) in the SAF Queue
Subsystem field.
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For detailed instructions on how to complete this task, see Siebel Remote and Replication Manager
Administration Guide. For more information about queue subsystems, see “Enabling the
SMQReceiver” on page 29, and “Optional Step: Creating Additional SMQ Subsystems” on page 30.
NOTE: This task must be performed before you extract the local database for the Mobile Web Client.
Any time you change whether a Mobile Web Client uses Store-and-Forward Messaging, that client
must be re-extracted in order to make the client and server use the same encryption key. Each
subsystem and queue manager has its own encryption key, which the Mobile Web Client obtains
during local database initialization. When a Mobile Web Client and a server have non-matching
encryption keys, incoming messages from either machine will be incomprehensible to the other.
Troubleshooting Store-and-Forward
Messaging Setup and Configuration
When a problem occurs for Store-and-Forward Messaging setup and configuration, the issue may
reside on either the server side or the client side of the Siebel Mobile Web Client application.
Troubleshooting information provided here includes the following topics:
■
“Siebel Store-and-Forward Messaging Server-Side Troubleshooting Checklist” on page 35
■
“Siebel Store-and-Forward Messaging Server-Side Common Error Messages” on page 38
■
“Siebel Store-and-Forward Messaging Client-Side Troubleshooting Checklist” on page 39
NOTE: You can use an administrative utility to resolve failed transactions. For more information
about this utitlity, see 954172.1 (Article ID) on My Oracle Support and the online help for the utility.’
Siebel Store-and-Forward Messaging Server-Side
Troubleshooting Checklist
Use the following checklist to diagnose problems that originate with Store-and-Forward Messaging
servers.
1
Make sure the MQe Servlet is running properly in the J2EE server.
If a Tomcat server is running properly, it has a Status of Start. If you have another J2EE server,
consult your server’s documentation.
2
If WfProcMgr, SMQReceiver, and the Tomcat server are deployed on multiple hosts, make sure
their system clocks are synchronized. If they are not, the Expire Time property in IBM MQe will
be calculated incorrectly.
3
Make sure the SMQReceiver is running. You can check the running tasks to verify whether the
SMQReceiver is running from the Siebel Server Manager command line. To check the status of
the SMQReceiver, use the following command from the Siebel server manager:
list task for comp SMQReceiver
When the SMQReceiver is running, there should be a log file SMQReceiver(number).log in the
Siebel Server log directory.
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4
Make sure that RTSDispatcher, RTSExtractor, and RTSSender are also running. To check the
status of these components, use the following commands from the Siebel server manager:
list task for comp RTSDispatcher
list task for comp RTSExtractor
list task for comp RTSSender
5
Check the logs to make sure that RTSQApplier is running intermittently.
Look for log files that have names similar to RTSQApplier_0041_42992997.log, but with different
numerals.
Alternatively, you can check the RTSQApplier in your Siebel application, by performing the
following steps:
a
Navigate to Administration - Server Management > Enterprises.
b
In the Enterprise Servers list, select your Enterprise Server.
c
In the Servers list, select your Siebel Server.
d
Scroll down and click the Tasks tab.
e
In the Tasks list, use standard query techniques to locate the record for Real Time Sync
Transaction Applier.
NOTE: This record is visible only if the RTSRemote component group is enabled.
f
6
Inspect the Running Tasks field for the record. If RTSQApplier is currently running, the value of
this field is greater than zero. When the task is not running, the value of this field is zero.
Make sure the queue directory tree on the queue manager host computer is created.
NOTE: In the example below, <USERNAME> stands for the user name of the Mobile Web Client
user.
The default directory structure looks like the following, where DataDir is a parameter specified
in web.xml:
<DataDir>\MQe\ServerQM\Queues\ServerQM
AdminQ
AdminReplyQ
InboundRTSQ
[InboundRTSQ.<USERNAME>]
[<USERNAME>.SFQ] //
Check whether InboundRTSQ.<USERNAME> and <USERNAME>.SFQ have been created for the
specific Mobile Web Clients that you are testing. If so, see if those directories contain messages.
7
36
Check messages sent from the Siebel Server from the Administration—Store-and-Forward
screen. Navigate to Administration—Store-and-Forward > Store-and-Forward User Message
History, then query for the user and verify whether any message has been sent to the Siebel
Mobile Web Client application. See “To review all message history records” on page 44.
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8
Check that the integration object is populated in the Administration - Siebel Remote > Storeand-Forward Administration view.
If the integration object is not populated, create a service request (SR) on My Oracle Support.
Alternatively, you can phone Oracle Global Customer Support directly to create a service request
or get a status update on your current SR. Support phone numbers are listed on My Oracle
Support.
9
Examine the log files such as SMQRecevier log files, RTSDispatcher, RTSExtractor, RTSSender,
and RTSQApplier log files to find more information for troubleshooting.
You can enable or increase the server logging levels using the Siebel Server Manager commands.
The commands are:
■
For SMQReceiver,
change evtloglvl SMQMsgSvc=5 for comp SMQReceiver
change evtloglvl JVMInit=5 for comp SMQReceiver
change evtloglvl EAITranport=5 for comp SMQReceiver
■
For RTSDispatcher, RTSExtractor, RTSSender and RTSQApplier,
change evtloglvl RTSEventLog = 5 for comp RTSDispatcher
change evtloglvl RTSEventLog = 5 for comp RTSExtractor
change evtloglvl RTSEventLog = 5 for comp RTSSender
change evtloglvl RTSEventLog = 5 for comp RTSQApplier
10 Test the outbound workflow. Create a new activity and use the Dispatch Board to assign it to a
Mobile Web Client that is set up to receive Store-and-Forward Messaging. This event triggers the
Dispatch Board - Generic workflow and the SAF Activity workflow. A data message should reach
the user's Siebel Mobile Web Client application if the Mobile Web Client is connected to the queue
manager. Server outbound messages are put in the [UserQueueName].SFQ directory temporarily
until the Mobile Web Client polls for the messages. If there is a network connection issue, the
messages sit in this directory until they expire. The expiry time is specified by the Message
Delivery Timeout parameter in the Store-and-Forward Timeout Administration applet.
11 Sometimes, the workflow runtime events cannot be triggered after activation. Restarting the
Siebel Server can fix this problem.
12 The Siebel Server components SRProc and SRBroker are essential for Siebel Store-and-Forward
Messaging. They can fail for many different reasons. Check their corresponding log files,
SRProc*.log and SRBroker*.log to see if there are any errors.
13 SMQ Receiver must be enabled after the queue manager is set up and running.
For more information about troubleshooting in a Siebel Remote environment, see Siebel Remote
and Replication Manager Administration Guide.
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Siebel Store-and-Forward Messaging Server-Side
Common Error Messages
Some common server-side error messages, and their solutions, are described in Table 5.
Table 5.
Server-Side Common Error Messages
Symptom or Error Message
Diagnostic Steps or Cause
Solution
MQe Internal Error: RemoveMsg:
Message inside of Inbound Queue is
not deleted successfully.
Error Code 121 means there is
no matching message in the
queue.
Check srvrmgr to find out
how many SMQReceivers
are running in the server.
Error Code: 121
Multiple Receivers or Tasks
may be trying to process or
dispatch from the same queue
at the same time.
Reconfigure as needed to
make sure that there is only
one SMQReceiver for each
application.
ObjMgrBusServiceLog Error 1
000008e0440515c0:0 2006-03-02
00:05:23 (srmsyncsv.cpp (1214))
SBL-SRQ-00103: Unable to find
definition for component
WfProcMgr
This error may appear in the
SMQReceiver log file.
To synchronize the server
components to the internal
table, perform the following
steps:
JVM Init Exception: Can't load JVM
dll: libjvm
The server components may
not be synchronized to the
internal table.
This error may appear in the
SMQReceiver log file on Solaris
and Linux systems.
There may be an incorrect
value in LD_LIBRARY_PATH.
1
In the Administration Server Configuration >
Synchronize screen,
click Synchronize.
2
Restart the
SMQReceiver
component.
Check the value of
LD_LIBRARY_PATH by
running one of the following
commands:
■
env
■
echo $LD_LIBRARY_PATH
On AIX, check $LIBPATH.
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Table 5.
Server-Side Common Error Messages
Symptom or Error Message
Diagnostic Steps or Cause
Solution
Java HotSpot(TM) Server VM (build
1.5.0_06-b05, mixed mode) IBM
WebSphere MQ Everyplace 2.0.2.4
Created session for subsys
SmqReceiverSubsys
GetClientNames:
com.ibm.mqe.MQeException:
Message not found[ServerQM 27]
(code=121)
atcom.ibm.mqe.MQeTransporter._r
emoteExecute(DashoA8173) at
com.ibm.mqe.MQeTransporter.rem
oteExecute(DashoA8173) at
com.ibm.mqe.MQeTransporter.get
Message(DashoA8173) at
com.ibm.mqe.MQeRemoteQueue._
synchronousGetMessage(DashoA8
173) at
com.ibm.mqe.MQeRemoteQueue.g
etMessage(DashoA8173) at
com.ibm.mqe.MQeQueueControlBl
ock.getMessage(DashoA8173) at
com.ibm.mqe.MQeQueueManager.
waitForMessage(DashoA8173) at
com.ibm.mqe.MQeQueueManager.
waitForMessage(DashoA8173) at
com.siebel.smq.session.MQeBaseS
ession.executeAdmin(MQeBaseSes
sion.java:279) at
com.siebel.smq.session.MQeServer
Session.getClientNames(MQeServe
rSession.java:255)
This error may appear in the
SMQReceiver Logoff.
Synchronize the clocks on
the host machines for
WfProcMgr, SMQReceiver,
and the Tomcat server.
System clocks on different
hosts may not be
synchronized.
Siebel Store-and-Forward Messaging Client-Side
Troubleshooting Checklist
Use the following checklist to diagnose problems that originate with Store-and-Forward Messaging
clients.
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1
Verify that the following parameters are in the [SMQ] section of the autosync.cfg file for the
Mobile Web Client. This file is located in the bin subdirectory of the directory where the Mobile
Web Client software is installed. Table 6 lists the default values.
Table 6.
Parameter Values in the Mobile Web Client’s autosync.cfg File
Parameter
Default Value
MQeServerAddr
[hostname] or IP address of the computer hosting the queue manager
MQeServerCmd
/smq/ServerQM
MQeServerPort
8082
MQeServerQMgr
ServerQM
MQeServerQueue
InboundRTSQ
QueuingSoftware
MQe. IBM MQe is the only queueing software supported in the current
version of Store-and-Forward Messaging.
SMQCompression
The type of compression used for Store-and-Forward Messaging for
Mobile Web Client. The only value currently supported is GZIP.
SMQConnectOnSend
Controls whether Message Transport software automatically attempts
to connect to the server when a message is placed in the client’s
outbound queue. Default value is FALSE.
SMQConnectOnStart
Controls whether Message Transport software automatically attempts
to connect to the server when a new client session is started. Default
value is FALSE.
SMQEncryption,
The type of encryption used for Store-and-Forward Messaging for
Mobile Web Client. The only value currently supported is RC4.
SMQLogMessages
When TRUE, copies of messages are logged as XML files. Default value
is TRUE.
SMQPollingInterval
Specifies how often the Message Transport software polls for new
messages. Default value is 30 seconds.
If any of the parameter values do not match the server configuration, then modify the
autosync.cfg file and reinstall the Siebel Mobile Web Client with the correct parameters.
NOTE: The value of the MQeServerPort parameter must be set to match the port number of the
Web server where you deploy the MQe Queue Manager servlet. For example, the default port
number for a Tomcat Web server is 8080.
2
Examine the Siebel application log file on the Mobile Web Client to find more information for
troubleshooting.
For information on working with the application log file, see Siebel Remote and Replication
Manager Administration Guide.
You can also look for log files with names similar to rtsthrd_7824_5828.log, but with different
numerals. Names in this format indicate a log file for the RTSClient.
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Administration of Siebel Storeand-Forward Messaging
This chapter describes administrative tasks for Store-and-Forward Messaging. The following topics
are included in this chapter:
■
“Overview of Siebel Store-and-Forward Messaging Administration” on page 43
■
“Reviewing and Deleting Store-and-Forward Messaging History” on page 43
■
“About Inspecting and Clearing Store-and-Forward Messaging Queues” on page 47
■
“Inspecting and Clearing Store-and-Forward Messaging Queues” on page 48
Overview of Siebel Store-and-Forward
Messaging Administration
Siebel Store-and-Forward Messaging administration screens and Siebel Remote administration
screens allow you to administer mobile users, their Mobile Web Client machines, detailed Store-andForward Messaging message information, and timeout parameters.
This chapter presents an overview of tasks you perform when administering Siebel Store-andForward Messaging. Except where explicitly told otherwise, you administer Store-and-Forward
Messaging for Mobile Web Client from the Administration - Siebel Remote > Store-and-Forward
Administration screen.
NOTE: To access Store-and-Forward Administration screens, you must have the responsibility SMQ
User. This responsibility is provided for the SADMIN account in seed data. If you are using a different
account to administer Store-and-Forward Messaging, such as QADMIN, you may need to add this
responsibility. For more information about associating responsibilities with user accounts, see
“Adding Responsibilities for Store-and-Forward Messaging” on page 23.
Reviewing and Deleting Store-andForward Messaging History
You can review message histories in the Store-and-Forward Message History view for all the
outbound messages. (Store-and-Forward Messaging for Mobile Web Client provides message history
only for outbound messages.) You may also review an individual user’s outbound messages in the
Personal Message History view. These views allow you to access characteristics of an outbound
message, including the unique message ID, the application used for the message, the time when the
message was received or sent, the message size, message status, and any error information. You
can use this information to troubleshoot or monitor application or system usage.
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You can also specify criteria for deleting old message history records for all messages or for an
individual user’s messages. You do this by specifying a time threshold beyond which the system
deletes records for received messages only.
NOTE: The Store-and-Forward Message History view can display information for Siebel Handheld
Clients, Siebel Mobile Web Clients, or both.
The tasks you can perform to review message history and delete message history records are listed
below:
■
“To review all message history records” on page 44
■
“To delete all old message history records” on page 45
■
“The following procedure describes how to review message history records for a specific user’s
outbound messages.” on page 46
■
“To delete a user’s old message history records” on page 46
The following procedure describes how to review message history records for all outbound messages.
To review all message history records
1
Navigate to Administration - Store-and-Forward > Store-and-Forward Message History.
2
Review the information in the Store-and-Forward Message History view.
The data in the message history records is generated automatically, and the records are read
only. Some fields are described in the following table.
44
Field
Description
Application
The name of the Siebel Mobile Web Client application.
Direction
The direction the message has traveled. Store-and-Forward Messaging
for Mobile Web Client currently records only From Server messages.
Error
Message content if this is an ERR (Error) type message.
Message ID
The message ID in the screen is the row ID of the message history
table.
Message Type
Available types change vary according to the value in the Direction
field.
Original Message ID
ID of the corresponding request message if this message is a response
message.
Size
The message size, as transported to the queuing system, after
compression.
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Field
Description
Status
■
Pending. The outbound data message has been created but is
delayed until the specified Start to Send time.
For information about the Start to Send parameter, see
“Configuring the Data Message Timeout Parameter for Store-andForward Messaging” on page 24.
■
Sent. The server outbound message has been sent to the queuing
system.
■
Server Received. The server has received the message from the
Siebel Mobile Web Client application.
■
Client Received. The Mobile Web Client application has received
the message from the server.
■
Overdue - Not Received. The message is not delivered within the
Message Delivery Timeout and has been removed from the user's
server outbound queue.
For information about the Message Delivery Timeout parameter,
see “Configuring the Data Message Timeout Parameter for Store-andForward Messaging” on page 24.
■
Invalid. A message can no longer be generated due to record
being deleted or reassigned to a different user. The message
appears in the message table to log the fact that a workflow has
been initiated, but something was wrong so a message cannot be
generated.
■
Send Failed. The server outbound message cannot be delivered
due to a transport error.
Time Received
Time a message was received.
Time Sent
Time a message was sent.
Transport ID
Transport-level ID used by the system.
User ID
User login name.
The following procedure describes how to delete message history records for all outbound messages.
To delete all old message history records
1
Navigate to Administration—Store-and-Forward > Store-and-Forward Message History.
2
In the Store-and-Forward Message History title bar, choose Menu > Delete Old Messages.
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3
4
In the Store-and-Forward Delete All Messages Popup Applet, complete the fields in the following
table.
Field
Comments
Repeat Weekly?
Select to automatically repeat the delete each week.
Occurs at the same day and time each week.
Message Age
Enter a message age in minutes. The system will
delete messages older than that.
Click Delete All Messages.
The following procedure describes how to review message history records for a specific user’s
outbound messages.
To review a user’s message history records
1
Navigate to Administration—Store-and-Forward > User List > Store-and-Forward User Message
History.
2
On the Persons list, select an end user whose messages you want to view.
3
Review the information on the Message History tab.
The table in “To review all message history records” on page 44 describes the fields in the Message
History list.
The following procedure describes how to delete a specific user’s message history records for
outbound messages.
To delete a user’s old message history records
1
Navigate to Administration—Store-and-Forward > User List > Store-and-Forward User Message
History.
2
On the Persons list, select an end user whose old messages you want to delete.
3
On the Message History tab, choose Menu > Delete My Old Messages.
4
In the Store-and-Forward Delete All Messages Popup Applet, in the Message Age field, enter a
message age in minutes.
The system will delete this user’s messages that are older than the age you specified.
5
46
Click Delete All Messages.
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Administration of Siebel Store-and-Forward Messaging ■ About Inspecting and
Clearing Store-and-Forward Messaging Queues
About Inspecting and Clearing Storeand-Forward Messaging Queues
From time to time, you may find that a Store-and-Forward Messaging queue is not operating
properly. You can use the sfmutil.exe utility to inspect and clear inbound Store-and-Forward
Messaging queues. You may need to do this after a server crash, a queue manager crash, or if you
move a user from one queue to another without making sure that both inbound and outbound queues
are empty.
For information about the command-line arguments that sfmutil.exe uses, see Table 7. For
information about how to use sfmutil.exe for specific operations, see “Inspecting and Clearing Storeand-Forward Messaging Queues” on page 48.
Table 7.
Arguments for the Sfmutil.exe Utility
Argument
Description
/A file_name
(Optional) Save a copy of the message to the specified file. Does not
affect the presence of the message in the queue. If you specify the name
of an existing file, sfmutil overwrites that file. In some circumstances, a
Support representative may ask you for this file as part of the effort to
resolve a problem with the queue.
/C app_cfg_file
Full path and file name for the server copy of the configuration file for
your Siebel application, such as path/uagent.cfg. For sfmutil.exe to work
properly, the instance of the file that resides on the server must contain
a [SmqRTSReceiverSubsys] section such as the following:
[SmqRTSReceiverSubsys]
SmqReceiveTimeout
SmqCompression
SmqEncryption
SmqQueueType
SmqQueueManagerName
SmqQueueName
SmqServerMachineName
SmqServerPortNumber
SmqServletPathName
=
=
=
=
=
=
=
=
=
30
GZIP
RC4
MQe
ServerQM
InboundRTSQ
localhost
8080
/smq/ServerQM
NOTE: The values shown here are provided as one example. Your
implementation may require you to use different values for some of these
settings.
/D table_owner
Siebel Table Owner.
/L language_code
Language code. Default value is ENU for United States English.
/M Y
(Optional) For the first message in the queue, displays the internal
message number and message type on screen. Does not affect the
contents of the queue.
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Table 7.
Arguments for the Sfmutil.exe Utility
Argument
Description
/N mobile_web_client
Name of any Mobile Web Client that may be affected by queue problems,
as shown by the logs or queue folders. The sfmutil.exe utility performs
the actions that you specify on the individual inbound queue for this
Mobile Web Client.
/P password
Password of the user that you specify with the /U argument.
/Q queue_name
Name of the queue.
/R Y
(Optional) Remove the first message in the queue.
/S ODBC_data_source
ODBC Data Source for the Siebel Enterprise database.
/U userID
User name of a Siebel Administrator.
/X subsystem_name
Name of the SMQ subsystem that is associated with the specified queue.
/Z Y
(Optional) Remove all messages from the queue.
NOTE: When you remove messages using this argument, the messages
are discarded and they cannot be recovered.
Inspecting and Clearing Store-andForward Messaging Queues
The sfmutil.exe utility lets you perform the following actions on problematic Store-and-Forward
Messaging queues for Mobile Web Clients:
■
Gather information about the first message in a queue
■
Save the first message in a queue to a file
■
Remove the first message from a queue
■
Remove all messages from a queue
This topic describes how to perform each of these actions. For more information about the
sfmutil.exe utility, see “About Inspecting and Clearing Store-and-Forward Messaging Queues” on
page 47.
The following procedure describes how to use sfmutil.exe to gather information about the first
message in a problematic queue.
To gather information about the first message in a problematic queue
1
On the Siebel Server where the queue resides, navigate to the siebsrvr\bin directory.
2
From the Windows Start menu, choose Start > Run, then enter cmd.exe and click OK to open a
command window.
3
In the command window, enter the following command:
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sfmutil /u sadmin_userID /p password /s ODBC_data_source /D table_owner /c
app_cfg_file /l language_code /N mobile_web_client /M Y /Q queue_name /X
subsystem_name
Sfmutil displays the message type and ID number on screen.
The following procedure describes how to use sfmutil.exe to save a copy of the first message in a
problematic queue to a file. In some circumstances, a Support representative may ask you for this
file as part of the effort to resolve a problem.
To save the first message in a problematic queue to a file
1
On the Siebel Server where the queue resides, navigate to the siebsrvr\bin directory.
2
From the Windows Start menu, choose Start > Run, then enter cmd.exe and click OK to open a
command window.
3
In the command window, enter the following command:
sfmutil /u sadmin_userID /p password /s ODBC_data_source /D table_owner /c
app_cfg_file /l language_code /N mobile_web_client /A file_name /Q queue_name /X
subsystem_name
Sfmutil writes a copy of the message to the file that you specify with the /A argument. The /A
argument does not affect the contents of the queue.
The following procedure describes how to use sfmutil.exe to remove the first message from a
problematic queue.
To remove the first message from a problematic queue
1
On the Siebel Server where the queue resides, navigate to the siebsrvr\bin directory.
2
From the Windows Start menu, choose Start > Run, then enter cmd.exe and click OK to open a
command window.
3
In the command window, enter the following command:
sfmutil /u sadmin_userID /p password /s ODBC_data_source /D table_owner /c
app_cfg_file /l language_code /N mobile_web_client /R Y /Q queue_name /X
subsystem_name
The message is moved from InboundRTSQ to InboundRTSQ.MWC_name, where MWC_name is
the name of the Mobile Web Client associated with the message. Then the message is deleted
from the InboundRTSQ.MWC_name queue.
NOTE: If you combine the use of /A and /R arguments, sfmutil saves a copy of the first message in
the queue before deleting that message from the queue.
The following procedure describes how to use sfmutil.exe to remove all messages from a problematic
queue.
CAUTION: When you remove all messages from a queue, the messages are discarded and they
cannot be recovered.
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Administration of Siebel Store-and-Forward Messaging ■ Inspecting and Clearing
Store-and-Forward Messaging Queues
To remove all messages from a problematic queue
1
On the Siebel Server where the queue resides, navigate to the siebsrvr\bin directory.
2
From the Windows Start menu, choose Start > Run, then enter cmd.exe and click OK to open a
command window.
3
In the command window, enter the following command:
sfmutil /u sadmin_userID /p password /s ODBC_data_source /D table_owner /c
app_cfg_file /l language_code /N mobile_web_client /Z Y /Q queue_name /X
subsystem_name
Sfmutil removes all messages from the queue and discards them permanently.
a
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Siebel Store-and-Forward
Messaging Sample Workflows
This chapter describes the workflows that Store-and-Forward Messaging uses. The following topics
are included in this chapter:
■
“About Store-and-Forward Messaging Workflows” on page 51
■
“Dispatch Board - Generic Workflow” on page 52
■
“SAF Activity Workflow” on page 53
■
“Transaction Delete Message Workflows” on page 54
About Store-and-Forward Messaging
Workflows
Store-and-Forward Messaging provides sample workflows to demonstrate its functionality. You can
customize these workflows to meet different business process requirements. You can examine the
definitions of these workflows in Oracle’s Siebel Tools. For more information about workflows, see
Siebel Business Process Framework: Workflow Guide.
For Store-and-Forward Messaging for Mobile Web Client, The Oracle-provided workflows are Dispatch
Board - Generic and SAF Activity. The following topics provide information about these two
workflows.
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Dispatch Board - Generic Workflow
This topic describes the Dispatch Board - Generic workflow for Store-and-Forward Messaging. The
workflow is shown in Figure 7.
Figure 7.
Dispatch Board - Generic Workflow
As shown in Figure 7, the Dispatch Board - Generic workflow enforces start time restrictions during
manual assignment of activities to field service engineers. It also calls the SAF - Activity workflow
when Store-and-Forward messaging is the appropriate channel for dispatching the activity to the
engineer. This workflow contains the following steps:
1
Query Activity: This step gets the information for the selected activity
2
Earliest/Latest Start Violation Check - User Property: This step checks whether an administrator
has enabled or disabled a check for start and end time restrictions. Specifically, this step checks
the value of the Enable Earliest/Latest Start Violation Check user property on the FS DB Planned
GanttChart AX applet.
3
52
■
If the value is TRUE, the check is enabled, and the workflow proceeds to Step 3.
■
If the value is not set, the workflow skips to Step 4.
■
If the value is FALSE, the check is disabled, and the workflow skips to Step 5.
Enforce Earliest\Latest Start Violation: This step enforces the check for start and end time
restrictions.
■
If the current time is earlier than the earliest start time for the selected activity, or if the
current time is later than the latest start time for the selected activity, the workflow stops,
preventing the assignment of the activity.
■
If the current time falls within the allowed start time range for the selected activity, the
workflow proceeds to Step 5.
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4
Check Earliest Latest Violation: This step checks whether the current user has enabled or
disabled a check for start and end time restrictions. Specifically, this step checks the value of the
Enable Earliest Latest Start Violation user preference on the Dispatch Board User Preference
applet.
■
■
If the value of the user preference is TRUE, the workflow enforces the check for start and end
time restrictions.
❏
If the current time is earlier than the earliest start time for the selected activity, or if the
current time is later than the latest start time for the selected activity, the workflow
stops, preventing the assignment of the activity.
❏
If the current time falls within the allowed start time range for the selected activity, the
workflow proceeds to Step 5.
If the value of the user preference is FALSE, the workflow proceeds to Step 5 without
checking whether the current time meets the specified start time restrictions.
5
Assign Activity: This step assigns the selected activity to the employee chosen by the user of the
Dispatch Board.
6
Load into ABS: This step checks whether or not to use the Appointment Booking Engine (ABS)
to schedule the activity.
■
If the system is set to use ABS, the workflow proceeds to Step 7.
■
If the system is not set to use ABS, the workflow skips to Step 8.
7
Load Activity: This step uses the Appointment Booking Engine (ABS) to schedule the activity.
8
Store and Forward: This step calls the SAF Activity workflow to use Store-and-Forward Messaging
to dispatch the activity to the assigned employee.
SAF Activity Workflow
This topic describes the SAF Activity workflow for Store-and-Forward Messaging. The workflow is
shown in Figure 8.
Figure 8.
SAF Activity Workflow
As shown in Figure 8, the SAF Activity workflow changes the owner of an Activity record. This
Workflow is based on the Action business object and is invoked as a subprocess from the Dispatch
Board - Generic workflow. This workflow consists of two steps that invoke the methods of the RTS
Subscription Service so that an Activity can be subscribed to an owner and sent out using the Storeand-Forward communication channel.
This workflow has two process properties:
■
ActivityId. This is the Row_Id of the Activity record that is being sent.
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■
EmployeeId. This is the Row_Id of the Employee who is being assigned to this Activity.
This workflow contains the following steps:
1
2
Unsubscribe Current Owner: This step calls the UnsubscribeAll business service method and is
responsible for making sure that the current owner of the activity is unsubscribed as the owner.
This step takes the following two input arguments:
a
RowId. The ActivityId process property is passed to this input argument.
b
TableName. This input argument has a hardcoded value of S_EVT_ACT (the table where
Activities are stored).
Subscribe new owner: This step calls the SendSimple business service method and is responsible
for subscribing the Activity to the new owner. This step takes the following three input
arguments:
a
RecepientId. The EmployeeId process property is passed to this input argument.
b
RowId. The ActivityId process property is passed to this input argument.
c
TableName. This input argument has a hardcoded value of S_EVT_ACT.
Transaction Delete Message Workflows
Your Siebel application comes with several sample workflows that work together to delete child
records without deleting their parent records. This topic describes those workflows. This topic
includes the following sub-topics:
■
“About the Transaction Delete Message Workflows” on page 54
■
“SMQ PreDelete FS Invoice Record” on page 55
■
“SMQ Delete FS Invoice Record” on page 56
■
“SMQ Outbound Delete in Action Business Object” on page 56
■
“Configuring Transaction Delete Workflows for Different Business Components and Business Objects”
on page 57
About the Transaction Delete Message Workflows
When a record is deleted, either manually by a user action or automatically by a system process, the
system invokes the Delete method. This method triggers a PreDeleteRecord runtime event and a
DeleteRecord runtime event. When a FS Invoice record is deleted from an Activity in the Action
business object, those runtime events trigger two of the SMQ Delete sample workflows (SMQ
PreDelete FS Invoice Record and SMQ Delete FS Invoice Record).
The SMQ Delete sample workflows can delete a child business component record while leaving its
parent business component records undeleted. The workflows generate a Transaction (TXN) type
Delete message. A transaction message delivers an action; in this case, a Delete action. The
workflows send this TXN Delete message to a queue. The message will eventually be sent to the
client application to delete the record. Each message deletes only one record.
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The format of the TXN Delete message identifies the to-be-deleted record. The last <BC> is the
record to be deleted. In the following example message, the child BC record is the one to be deleted.
<smq>
<TXN mid=" " act="D">
<BO nam=" ">
<BC nam=" " rid="
...
<BC nam=" " rid="
<BC nam=" " rid="
<BC nam=" " rid="
</BO>
</TXN>
</smq>
"/>
"/>
"/>
"/>
//grand parent BC
//parent BC
//child BC
All <BC>s above the last one are parent records. They identify the to-be-deleted record’s position in
the parent-child hierarchy. The message does not specify whether the delete is a cascading delete.
NOTE: These workflows function in the Action Object when a FS Invoice record is deleted from an
activity parent record. You can custom-configure them for other business components or business
objects. The workflows are capable of deleting any record whose business component is within a
business object that has a primary business component defined. The restriction comes from the
workflows.
SMQ PreDelete FS Invoice Record
This workflow saves the information of the to-be-deleted record; for example, its business
component, its row ID, the parent business component, the parent records’ row IDs if any, and the
row ID of the primary business component’s current record. When the PreDeleteRecord runtime
event fires, it invokes this workflow. The workflow is shown in Figure 9.
Figure 9.
SMQ PreDelete FS Invoice Record Workflow
If you want to delete a record from a different business component, change the PreDeleteRecord
runtime event’s business component and set the ActionBusComp input argument in the Set PreDelete
Information step to the PreDeleteRecord runtime event’s business component.
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SMQ Delete FS Invoice Record
This workflow invokes the SMQ Outbound Delete in Action Business Object workflow and passes the
information saved by the SMQ PreDelete FS Invoice Record workflow to it. When the DeleteRecord
runtime event fires, it invokes this workflow. The workflow is shown in Figure 10.
Figure 10. SMQ Delete FS Invoice Record Workflow
If you want to delete a record from a different business component, change the DeleteRecord
runtime event’s business component. See “Configuring Transaction Delete Workflows for Different
Business Components and Business Objects” on page 57.
SMQ Outbound Delete in Action Business Object
This workflow generates a TXN Delete message and sends the message. When the SMQ Delete FS
Invoice Record workflow runs, it invokes this workflow. The workflow is shown in Figure 11.
Figure 11. SMQ Outbound Delete in Action Business Object
If you want to delete a record from a different business component, but if both business components
are in the same business object, you do not have to change this workflow.
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About the Calculate Delay Step
Calculate Delay is not a required step. It is useful where the system assigns an activity to an owner
and then deletes a FS Invoice record for that activity. In this case, Calculate Delay can prevent the
workflow from sending a TXN Delete message before sending the DAT (Data) message generated
when an activity is assigned to an owner. However, Calculate Delay cannot prevent the messages
from being generated in the wrong order if the value of the Start-to-Send dependent field is changed.
This is because the Calculate Delay step is based on the field value of a Start-to-Send dependent
field. If that value is changed, the delay time is changed as well.
Configuring Transaction Delete Workflows for Different
Business Components and Business Objects
You can configure the sample Transaction Delete workflows for a business component, a business
object, or both, that are different from those specified in the workflows. To do so, you must identify
which business component records in which business object you want the workflows to delete, and
change that information in the workflows accordingly.
To customize the Transaction Delete workflows, perform one or more of the following procedures:
■
“Deleting a Record from Another Business Component” on page 57
■
“Deleting a Record from Another Business Object” on page 58
■
“Deleting a Record from Another Business Component and Business Object” on page 58
Deleting a Record from Another Business Component
To configure the workflows to delete a record from a business component other than Invoice, but in
the same (Action) business object that includes the Invoice business component, follow this
procedure.
In this procedure, <BusComp> represents the new business component of the records to be deleted.
To delete a record from another business component
1
2
Copy the SMQ PreDelete FS Invoice Record workflow and do the following:
■
Name the new workflow differently from the original; for example, SMQ PreDelete
<BusComp> Record.
■
Change the Event business component to <BusComp> for the PreDeleteRecord runtime
event.
■
In the Set PreDelete Information step, set the ActionBusComp input argument to
<BusComp>.
Copy the SMQ Delete FS Invoice Record workflow and do the following:
■
Name the new workflow differently from the original; for example, SMQ Delete <BusComp>
Record.
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■
Change the Event business component to <BusComp> for the DeleteRecord runtime event.
NOTE: There is no need to change the SMQ Outbound Delete in Action Business Object workflow.
Deleting a Record from Another Business Object
To configure the workflows to delete Invoice business component records from a business object
other than Action, follow this procedure.
In this procedure, <BusObj> represents the new business object of the records to be deleted.
To delete a record from another business object
1
Copy the SMQ PreDelete FS Invoice Record workflow and change the Business Object of the new
workflow to <BusObj>.
2
Copy the SMQ Delete FS Invoice Record workflow and do the following:
3
■
Change the Business Object of the new workflow to <BusObj>.
■
In the Invoke Workflow step, set the ProcessName input argument to the workflow name you
will designate in Step 3.
Copy the SMQ Outbound Delete in Action Business Object workflow and do the following:
■
Name the new workflow differently from the original; for example, SMQ Outbound Delete in
<BusObj> Business Object.
■
Change the Business Object for the new workflow to <BusObj>.
■
In the Generate Delete Message step, set the BusObj input argument to <BusObj>.
■
In the Generate Delete Message step, modify the User input argument if necessary.
For example, if you are setting up the workflows to delete records in the Account business
object, you might need to change the User input argument to the Sales Rep field.
Deleting a Record from Another Business Component and Business
Object
To configure the workflows to delete a record from a business component other than Invoice, and
from a business object other than Action, follow this procedure.
In this procedure, <BusComp> represents the new business component of the records to be deleted,
and <BusObj> represents the new business object of the records to be deleted.
To delete a record from another business component
1
58
Copy the SMQ PreDelete FS Invoice Record workflow and do the following:
■
Name the new workflow differently from the original; for example, SMQ PreDelete
<BusComp> <BusObj> Record.
■
Change the Event business component to <BusComp> for the PreDeleteRecord runtime
event.
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2
3
■
In the Set PreDelete Information step, set the ActionBusComp input argument to
<BusComp>.
■
Change the Business Object of the new workflow to <BusObj>.
Copy the SMQ Delete FS Invoice Record workflow and do the following:
■
Name the new workflow differently from the original; for example, SMQ Delete <BusComp>
<BusObj> Record.
■
Change the Event business component to <BusComp> for the DeleteRecord runtime event.
■
Change the Business Object of the new workflow to <BusObj>.
■
In the Invoke Workflow step, set the ProcessName input argument to the workflow name you
will designate in Step 3.
Copy the SMQ Outbound Delete in Action Business Object workflow and do the following:
■
Name the new workflow differently from the original; for example, SMQ Outbound Delete in
<BusObj> <BusComp> Business Object.
■
Change the Business Object for the new workflow to <BusObj>.
■
In the Generate Delete Message step, set the BusObj input argument to <BusObj>.
■
In the Generate Delete Message step, modify the User input argument if necessary.
For example, if you are setting up the workflows to delete records in the Account business
object, you might need to change the User input argument to the Sales Rep field.
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Index
A
administration
administration screens, about 43
Administration-Store-and-Forward screen
views 16
message history views 16
message history, reviewing 43
outbound data message timeout Parameters,
setting up 24
Administration-Store-and-Forward screen
about and views 16
message history views 16
architecture, logical architecture
diagram 11
attachments, configuring maximum size 25
C
client-side checklist, troubleshooting 39
component groups, enabling 21
configuring Mobile Web Client applications
See installing and configuring Mobile Web
Client application
D
data flow in Store-and-Forward
Messaging 17
delete transactions, workflows for 54
E
error messages, common server-side 38
F
functionality overview, Store-and-Forward
Messaging 10
I
IBM MQe queue manager
client queue assignment, changing 33
deploying, about 26
MQe servlet, installing 27
SMQ subsystems, creating additional 30
SMQReceiver, deploying on UNIX
systems 31
SMQReceiver, enabling 29
IBM WebSphere MQe, about 15
installing and configuring Mobile Web Client
application
client-side checklist, troubleshooting 39
network connection, setting up 34
process tasks 33
registering 34
server-side checklist, troubleshooting 35
server-side common error messages 38
installing Store-and-Forward Messaging
component groups, enabling 21
maximum attachment size, configuring 25
Message Delivery Timeout parameter,
configuring 24
prerequisites, about 21
process tasks 21
responsibilities, about adding 23
Store-and-Forward Messaging Integration
Objects, creating 23
workflows, activating 26
L
logical architecture, diagram
11
M
maximum attachment size, configuring 25
Message Administration screen, about 43
Message Delivery Timeout parameter,
configuring 24
message history
reviewing 43
views, about 16
Message Repository screen, about 43
messages
outbound data message timeout parameters,
setting up 24
Mobile Web Client
queue, changing 33
Store-and-Forward Messaging, about
configuring for 17
MQe servlet, installing 27
N
network connection, setting up 34
O
outbound data message timeout parameters
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Index ■ R
setting 24
outbound messages
message history views, about 16
message history, reviewing 43
R
registering a Mobile Web Client 34
responsibilities, about adding 23
S
Siebel Handheld 7
Siebel Handheld applications
configuration requirements, differing 17
Message History view 44
Siebel mobile products 7
Siebel Mobile Web Client and Siebel mobile
products 7
Siebel Mobile Web Client applications
client-side checklist, troubleshooting 39
IBM WebSphere MQe, about using 15
installing and configuring tasks, list of 33
message history, reviewing 43
network connection, setting up 34
registering 34
server-side checklist, troubleshooting 35
server-side common error messages 38
SMQ subsystems, creating additional 30
Siebel Remote
attachments, handling of 25
Siebel mobile products, about 7
Store-and-Forward Messaging, shared data
flow with 17
synchronization types handled by 11
Siebel Server
IBM MQe queue manager, about
deploying 26
server-side checklist, troubleshooting 35
server-side common error messages 38
Siebel Wireless 7
SMQ subsystems, creating additional 30
SMQ User responsibility, about adding 23
SMQReceiver
62
deploying on UNIX systems 31
enabling 29
Store-and-Forward Message History,
about 16
Store-and-Forward Messaging Integration
Objects, creating 23
Store-and-Forward User Message History,
about 16
system administrator responsibilities 23
T
timeout, Message Delivery Timeout
parameter 24
troubleshooting
client-side checklist, troubleshooting 39
overview 35
server-side checklist 35
server-side common error messages 38
U
UNIX systems, deploying SMQReceiver
on 31
User Administration screen, about 43
W
wireless network, about connecting
using 34
workflows
activating 26
Dispatch Board - Generic workflow 52
SAF Activity workflow 53
sample workflows, about 51
SMQ Delete FS Invoice Record workflow 56
SMQ Outbound Delete in Action Business
Object workflow 56
SMQ PreDelete FS Invoice Record
workflow 55
transaction delete workflows overview 54
transaction delete workflows, about 54
transaction delete workflows, configuring
custom 57
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