If you didn't perform the infrastructure configuration yet, please follow the Interface and Connection Monitoring Setup.
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).
The following technical prerequisites have to be met in order to monitor this scenario:
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).
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):
For the C4C hybrid scenario the following monitoring content is relevant:
|#||Scenario Component||Monitoring Object||Description||Monitoring Template||Since SP|
|1||On-premise||IDoc||IDocs sent and received by the on-premise system||IDoc (Real-time Monitoring)||7.1 SP12|
|2||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*|
|3||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|
|4||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*|
|5||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:
|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.
|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.
You need the following information to create the SAP Hybris Cloud for Customer service:
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.
The Cloud Services configuration is now accessible from the SAP Solution Manager Configuration (SOLMAN_SETUP) → Managed Systems Configuration → Tab 'Cloud Services'.
Create Cloud Service:
The second step is to create the end-point for the cloud service.
Create the End-Point:
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:
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.
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.
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:
Maintain the Interface:
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.
User ID: The user ID of the user causing the error message
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: