SAP Hybris Cloud for Customer

SAP Cloud for Customers, a.k.a. as SAP C4C, is SAP's on-demand cloud-based Customer Relationship Management, it consists of SAP Cloud for Sales and SAP Cloud for Services.

Note: Hybris Commerce platform and Hybris Cloud for Customer are two distinct products. The support of Hybris Commerce platform is planned, but not yet available.

SAP C4C usually integrates with SAP ERP, SAP CRM or SAP S/4 HANA as the on premise system. There are two integration options for SAP C4C and on premise systems; SAP Process Integration and SAP Cloud Platform Integration (SAP CPI). 

Technical Prerequisites

The following technical prerequisites have to be met in order to monitor this scenario:

  • Requires at least SAP Solution Manager 7.1 SP13 or SAP Solution Manager 7.2 SP03
  • Import Cloud Service SSL Certificate into SAP Solution Manager

Import Cloud Service SSL Certificate

In the context of Hybrid Scenarios, data collectors are connecting from Solution Manager to the Cloud Service provider in order to collect exceptions and/or statistical data. To allow this outgoing connection from Solution Manager, the SSL Certificate of the Cloud Service provider has to be imported in Trust Manager (STRUST).

  1. Open the cloud service URL in your web browser.
  2. Click on the padlock next to the Cloud Service URL (within the address input field).
  3. When using Firefox, click on ‘Show Connection details', ‘More Information', 'View Certificate' and select the ‘Details' tab.
  4. When using Microsoft IExplorer, click on ‘View Certificate' and select the 'Certificate Path' tab.
  5. When using Google Chrome, click on ‘Certificate' and select the 'Certificate Path' tab.
  6. In the displayed certificate hierarchy select the Certification Authority (CA) certificate you plan to trust.
  7. When using Firefox, press ‘Export…'.
  8. When using Microsoft IExplorer or Google Chrome, press ‘View Certificate' and in the displayed pop-up navigate to the ‘Details' tab, to press ‘Copy to File…'.
  9. Select an export format you would like to use and that is supported by STRUST transaction, and export the certificate.
  10. Now, log on to SAP Solution Manager and go to transaction STRUST.
  11. Switch to Edit.
  12. Double click on entry 'SSL client SSL Client (Anonymous)'.
  13. Import the previously exported CA certificate, by pressing – within section ‘Certificate' – the icon ‘Import Certificate'.
  14. Press ‘Add to Certificate List'.
  15. Finally ‘Save' this modification.

Available Monitoring Content

To monitor the hybrid scenario end-to-end you have to monitor the on-premise components of the hybrid scenario as well as the integration solution and the cloud application itself. This leads to different monitoring objects for the different scenario components.

For some monitoring objects you have to configure Exception Management in SAP Solution Manager first, as this collects the exceptions and provides them to Interface and Connection Monitoring. The setup documentation will instruct you accordingly.

The following integration scenarios are possible (and which monitoring objects they have):

  1. Integrating ABAP backend with the SAP Hybrid C4C mediated via SAP CPI: 1, 4, 5
  2. Integrating ABAP backend with the SAP Hybrid C4C mediated via SAP PI (Web Service based): 1, 2, 3, 5

For the C4C hybrid scenario the following monitoring content is relevant:

# Scenario Component Monitoring Object Description Monitoring Template Since SP
On-premise IDoc IDocs sent and received by the on-premise system IDoc (Real-time Monitoring) 7.1 SP12 
On-premise Web Services Web Services exposed on the ABAP on-premise system used by the C4C scenario Web Services ABAP (SOAP) or (STAD) 7.1 SP05* 
Integration PI messages PI messages routed through the SAP PI system integrating the SAP C4C and the on-premise system. These can be PI messages in the PI system and also the ABAP Proxy in the on premise system. Process Integration (PI) 7.1 SP12 
Integration Exceptions in SAP CPI Exceptions in integration flows in SAP Cloud Platform Integration for the SAP C4C hybrid scenario integration Cloud (SAP HCI) 7.1 SP12*
Cloud Exceptions in SAP C4C Exceptions happening in SAP C4C for the hybrid scenario Cloud (SAP C4C) 7.1 SP13 

*) Monitoring content was extended with later support packages (see monitoring template page for details)

To find out which IDocs, WebServices and integration flows are relevant for your SAP C4C scenario please refer to: 

Monitoring Template: Cloud (SAP C4C)

Metric Name Description MAI Category Since SP
Number of Errors in C4C (Delta)

Number of errors detected in SAP Cloud for Customer. The exceptions are retrieved from C4C via the central Exception Management in Solution Manager.

Exception 7.1 SP13
Number of Errors in C4C (Last 24h)

Number of errors detected in SAP Cloud for Customer within the last 24 hours. The exceptions are retrieved from C4C via the central Exception Management in Solution Manager.

Exception 7.1 SP13 


Step 1: Define Cloud Service in SAP Solution Manager

You need the following information to create the SAP Hybris Cloud for Customer service:

  • User: See information below
  • Password
  • Main URL (e.g. https://<myhost>

SAP C4C User Credentials

The user will be maintained in the HTTP endpoint and must be a user declared in the relevant Communication Arrangement defined in SAP Cloud for Customer for enabling the API used by Solution Manager.


To arrange a communications agreement and allow SAP Solution Manager access please proceed as following:
  1. Navigate to the 'Administrator' view in you SAP C4C UI
  2. Select 'Communication Systems' under Integration
  3. Create a new communication system
    • Host Name: Enter the host of SAP Solution Manager
    • System Access Type: Select 'Internet'
  4. Maintain System Instances
    • Choose '5 - Web Service' as preferred application protocol
  5. Set the communication system to active via 'Actions' → 'Set to Active'
  6. Navigate back to the 'Administrator' view and select Integration → 'Communication Arrangements'
  7. Create a new Communication Arrangement
  8. Scenario: Select 'Query Webservice Message for Monitoring'
  9. Define Business Data: Select the SAP Solution Manager communication system
  10. Define Technical Data:
    • Communication Method: Direct Connection
    • Application Protocol: Web Service
    • Authentication Method: User ID and Password
    • User ID: Click 'Edit Credentials' to either maintain user and password or to download the certificate
  11. Review and Confirm.

The Cloud Services configuration is now accessible from the SAP Solution Manager Configuration (SOLMAN_SETUP) → Managed Systems Configuration → Tab 'Cloud Services'.

Create Cloud Service:

  1. Select 'Cloud Service Operations' → Create Cloud Service
  2. Select Service Type: 'SAP Cloud for Customer' from the drop-down list.
  3. Define Service:
    • Tenant: The SAP Cloud for Customer tenant ID
  4. Define Root URL: Enter the <Main URL> as Root URL.
    • You can also adjust the extended service ID (The ID used as SID in LMDB) here.
  5. Confirmation: Check your input values and click 'Finish'

The second step is to create the end-point for the cloud service.

Create the End-Point:

  1. Select your SAP C4C cloud service from the list and click 'Configure Cloud Service' 
  2. Configure Endpoints: Click the 'Add' button on the 'HTTP Endpoints' tab.
  3. Enter the following information:
    • Description: A meaningful description
    • User: <User>
    • Password: <Password>
    • If necessary add proxy information to connect to C4C

Step 2: Configure Exception Management

After the basic configuration you now have to configure Exception Management, as the exceptions collected via Exception Management and stored in the central exception store are the basis for the Integration Monitoring data collection.

Configuration for SAP C4C Errors

For SAP C4C the exceptions are collected in two different log stores. One log store collects exceptions for application errors in the SAP C4C system and the other one exceptions for system errors.

To access the Exception Management setup please go to transaction SOLMAN_SETUP → Application Operations → Exception Management 

1  In the step 'Define Scope' select the tab 'Cloud Services' and your SAP C4C system. If you didn't configure the system before make sure to select 'All Cloud Services' in the view drop-down. Click on 'Configure' or click 'Next' two times. You will enter the step 'Exception Configuration'.

2  Click 'Add / Configure Log Store'. Select if you want to create a log store for Application or System errors in the SAP C4C system.

3  Select the fields for filtering for your log store. The following filter fields are available:

  • Inbound (Messages sent to SAP C4C):
    • ErrorText: Filter on the error message
    • InboundParty: C4C Tenant ID
    • MessageDirection: INCOMING (1)
    • OutboundParty: Concatenation of & and the Sender Communication System ID (e.g. &Q2CCLNT400)
    • ReceiverServiceInterfaceName: C4C Service Interface Name
    • SenderServiceInterfaceName: N/A
    • UserID: Communication user
  • Outbound (Messages sent from SAP C4C): For the outbound scenario there are typically two messages sent in SAP C4C. The first one is send to a virtual internal endpoint. A second one is send to the real endpoint. Both can fail due to different reasons. If you do not provide a filter for Outbound and/or Inbound Party you will get both.
    • ErrorText: Filter on the error message
    • InboundParty: Set this to & and the Receiver Communication System ID to filter only for the first message (e.g. &Q2CCLNT400)
    • MessageDirection: OUTGOING (2)
    • OutboundParty: Set this to the Process Component of the virtual endpoint to filter only for the first message (e.g. BusinessPartnerDataManagement)
    • ReceiverServiceInterfaceName: N/A
    • SenderServiceInterfaceName: C4C Service Interface Name
    • UserID: User in the error message. This could be the UI/business user or the communication user in case of confirmation messages.

4  Maintain the filter values for the fields in the Filter Definition panel under the log stores table. You can also add, remove or change filter fields and values later on in the area. You can use different operators for your filter value. You can add more than one filter filed combination per log store. To add an additional filter field combination click on the button 'Add Filter' in the 'Configured Log Stores' panel.

5  Once you are done with the Log Store setup click 'Next' to go to the alert configuration. The alert configuration is done in the 'Interface and Connection Monitoring' described in the next section.

Step 3: Configure Interface and Connection Monitoring

The last step is the configuration of Interface and Connection Monitoring. The Interface and Connection Monitoring setup can be accessed via SAP Solution Manager Configuration (SOLMAN_SETUP).

Configuration for Monitoring Template: Cloud (SAP C4C)

To access the Integration Monitoring setup please go to SAP Solution Manager Configuration (SOLMAN_SETUP) → Application Operations → Integration Monitoring → Interface and Connections.

If you didn't perform the infrastructure configuration yet, please follow the Interface and Connection Monitoring Setup.

Navigate to the step 'Define Scope'. You can create a new scenario for the SAP C4C monitoring or use an existing one. Make sure the on premise system for the SAP C4C scenario and the Cloud Service created for SAP C4C is part of the Interface and Connection Monitoring scenario. 

Create the Interface Channel:

  1. Select the scenario and click 'Next'
  2. In step 'Preparation' perform all relevant manual activities and run all automatic activities.
  3. In step 'Configuration' click the 'Add' button.
    • Channel Name: Enter a meaning full name (max. 30 characters)
    • Type: Select 'Cloud'
    • Monitoring Template: Select 'Cloud (SAP C4C)'
    • Description: Enter a description for the channel
  4. Click Next.
  5. Source type:
    • If the source system is the on premise system, please select 'Technical System'
    • If the source system is the SAP C4C system please select 'External Service'
  6. Source: Select the on premise system resp. the SAP C4C Cloud Service from the drop-down list
  7. Target Type:
    • If the target system is the on premise system, please select 'Technical System'
    • If the target system is the SAP C4C system please select 'External Service'
  8. Target: Select the on premise system resp. the SAP C4C Cloud Service from the drop-down list
  9. The measuring point is selected automatically
  10. If more than one client are connected for the on premise system please select the correct client for the monitoring
  11. Click Next.
  12. Click Finish.

Maintain the Interface:

  1. Select the interface channel you created
  2. On the 'Interfaces' tab click the 'Add' button.
  3. Provide the following information:
    • Interface name: Enter a name for the interface

    • Service Interface name: The name of the web service that is called by the specific interface you want to monitor

    • Main URL: The URL of the cloud system/service

    • Message Direction (expert field): The direction of the message, this is usually set automatically depending if the C4C service is the source or the target system in the interface 

You don't have to specify the endpoint additionally, even if you have more than one endpoints maintained Step 1 of this description. The interface is identified by the service interface name and the Main URL which are unique (when combined). 

The errors in the C4C system are collected by Exception Management in SAP Solution Manager. In Exception Management you could already enter restricting parameters for the messages you want to monitor, e.g. for the message status and the user. Below the metrics selection in ICMon you can restrict the messages additionally.

Select Metrics:

  1. On the tab 'Metrics' select the metrics you want to monitor
  2. Enter metric-specific parameters:
    • Parameter set name: This is not a parameter but rather a way to add a meaningful name to the parameter set (e.g. error type and user)
    • Message Status: You can choose between application and system error messages
    • User ID: The user ID of the user causing the error message

  3. Save your interface channel by clicking on the 'Save' button. 

You can maintain attributes as described in the Interface and Connection Monitoring Setup on the tab 'Attributes'.

Thresholds and the collection schedule are maintained in the next step of the guided procedure. Once you have maintained all your channels, click 'Next' in the main guided procedure to move to the step 'Activation'.

Maintain Thresholds and Schedule:

  1. Select the Alert for the interface channel (the alert is the line with the red flash icon next to it)
    • On alert level you can maintain notification and incident message creation
    • Do not remove the flag for 'Do not Group Individual Occurrences' as this flag ensures that an alert is created for each exception
  2. Select the Metrics
    • You can adjust the thresholds on the tab Thresholds.
    • Do not change the data collector type or data collector name on the tab 'Data Collection' as the monitor will not work anymore if this is changed.
    • Only change the collection interval if you know what you do or if advised to do this by SAP.
  3. Click 'Apply and Activate' → <Choose one option> to activate the monitoring