Microsoft Crm 3

Microsoft CRM 3.0 on Citrix Presentation Server 4.0 System III - Citrix Access Suite Team Project Lifecycle Reporting Document

-i-

Table of Contents Executive Summary:.................................................1 Overview.................................................................2 Project Overview............................................................................. ..........................2 Document Overview........................................................................................ ..........2

Research.................................................................3 Brief Description:..................................................................................................... ..3 Product Information:........................................................................................... .......3 Benefits to a Citrix client:.......................................................................... ................3

Proof of Concept .....................................................4 Project Overview............................................................................. ..........................4 Scope and Approach.......................................................................................... .....4 Phases 4 Architectural Diagram (True Site)........................................................ ......................5 Architectural Description................................................................................ ...........5 Tests and Results and Recommendations ..................................................... ...........6 Scenario: Baseline Test............................................................................... ............6 Scenario: Isolated Environment................................................................ ..............8 Scenario: Server to Client Content Redirection........................................... ..........10 Scenario: Virtual IP...................................................................... .........................12 3.4.5 Scenario: CPU and Memory Optimization................................................14 3.4.6 Scenario: Web Interface........................................................................ ...16 3.4.7 Scenario: After updating Citrix Presentation Server 4.0 with Hotfix Rollup Pack 1 18

1.Regular Test Issues..............................................21 1.1.Word Template in Mail Merge........................................................................... ..21 1.2.Export to Excel for Dynamic tables................................................................... .22 1.3.Unable to cancel e-mail merge process using ESC key............................... .......24

2.Application Isolation Environment Test Issues.......24 2.1.Performance Issues during e-mail merge: ........................................................24 2.2.Functional issues with e-mail Mail merge process.............................................28 2.2.3.Long Time to perform e-mail Mail Merge.....................................................28 2.3.More Actions button sometimes not available...................................... .............29 2.4.Creation of e-mail in application isolation environment performance issue.......29 1.Deployment Project Description:....................................................... ...................31 2.Active Directory Domain Controller / Microsoft Exchange Server.........................32 3.SQL Server................................................................................. ..........................32 4.Citrix Presentation Server................................................................................. ....32 5.Microsoft CRM 3.0 Deployment............................................... .............................33 6.Microsoft CRM 3.0 Client on Citrix Presentation Server Verification......................34 7.Microsoft CRM 3.0 Client on Citrix Presentation Server for users with roaming profiles...34 Deployment Appendix A: Terminstall.cmd Modifications.........................................34

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Executive Summary: Microsoft CRM 3.0 performs correctly and efficiently when running as a regular published application on Citrix Presentation Server 4.0 with Hotfix Rollup Pack 1 or inside a published or direct server desktop. There were only minor issues or errors during the test. Also, it is recommended not to use the CPS 4.0 Application Isolation Environment (AIE) feature with CRM 3.0, as this application does not function properly with this feature.

1

Overview Project Overview This project covers the verification of Microsoft CRM 3.0 components integrated into Microsoft Outlook 2003 published on Citrix Presentation Server 4.0.

Document Overview The purpose of this document is to provide a record of the activities performed and their results. This document includes the following sections: Section Project Overview Research Proof of Concept/ Architecture Presentation Server Configuration Tests Results and Recommendations

Description Brief description and information regarding application to be tested Describes the scope of the testing performed, the customer’s overall architectural design and identifies possible future trouble spots. Defines the configuration of Presentation Server and components within the Assistance Request environment. Used as a guide to replicate required environment scenarios to reproduce the customer issue at will. Defines the conclusive results and next step recommendations based on the tests described in the previous section.

2

Research Brief Description: Microsoft CRM is a customer relationship management software that integrates with Microsoft Exchange / Outlook client/server environment.

Product Information: Product Name (s):

Microsoft CRM

Current versions:

CRM 3.0.5300.0 on Outlook 2003

Operating Systems:

Windows Server 2003 with Service Pack 1, Windows XP

Website:

http://www.microsoft.com/dynamics/crm/default.mspx

Current Customers:

N/A

Possible Customers/Environments:

N/A

Benefits to a Citrix client: Pros N/A

Cons N/A

3

Proof of Concept Project Overview The goal of this investigation is to verify the functionality of Microsoft CRM 3.0 when utilized in various Citrix Presentation Server environments and configurations.

Scope and Approach The scope of this investigation is to validate a list, provided by Microsoft, of CRM functions while accessing the application via a Presentation Server environment.

Phases Baseline Test

Regular Tests •

In an Isolated Environment

•

With Server to Client Content Redirection enabled

•

With Virtual IP enabled

•

With CPU and Memory optimization enabled

•

Through Web Interface using o

Local / Web Client

o

ActiveX Client

o

Java Client

Each test includes testing for client device access and client printing using both proprietary and Citrix Universal Printer drivers.

4

Architectural Diagram (True Site) The diagram below illustrates the environment that was built for this project. Windows 2003 SP1 Active Directory DC Exchange 2003 CRM Exchange Router Terminal Licensing Server

Windows 2003 SP1 MS SQL 2000 MS CRM Server CRM Exchange Router Citrix IMA Datastore

S3CRMDCEXCH

IM

A

n io at tic en th Au

Da ta st o re

SYS3CRMSQL

` ICA Clients Web Browser

ICA SYS3CRMCPS

HTTP `

Windows 2003 SP1 Citrix Presentation Server 4.0 HRP1 - Published Apps : 1. MS Outlook 2003 with CRM 2. MS Outlook 2003 with CRM in an Application Isolation Environment 3. MS Word 2003 4. MS Excel 2003 Citrix Licensing Server Citrix Web Interface Server - Presentation Server Site - PN Agent Site

Web Interface

ICA Clients Web Browser

Architectural Description In this environment, Citrix Presentation Server is also providing the Web Interface and Citrix Licensing Server services. User connects to a published application through an ICA client or Web Interface clients and accesses CRM functionality inside of that application.

5

Tests and Results and Recommendations Note: The issues mentioned in the following table are addressed later in this document on pages 21 - 30 Scenario: Baseline Test CRM 3.0 on Citrix Presentation Server 4.0 All tests performed using the published application Microsoft Outlook

Citrix Presentation Server Server OS MS CRM Version Citrix Client Client OS Test Date

4.0 Win2k3 SP1 3.0.5300.0 9.1 Win32 18-Jan

Scenario: Baseline Test

Function Description Launch Application CRM Object Access Tests Create Object - New Invoice Retrieve Object - New Invoice Update Object - New Invoice Delete Object - New Invoice E-Mail, Contact and Scheduling Function Tests Create e-mail in CRM Add recipients from the CRM Address Book

Client 1 Pass Pass Pass Pass Pass Pass

Client 2 Pass Pass Pass Pass Pass Pass

Pass Pass

Pass Pass

Pass

Pass

Track the email in CRM Send the email

Pass Pass

Pass Pass

Create a contact, task and appointment and mark each for tracking in CRM. Link each to a Regarding (or Parent) record in CRM

Pass

Pass

Track in CRM a received email

Track in CRM a sent email

Pass

Pass

6

Comments

Using Track in CRM option to CRM User

Pass

Set the Regarding link

Pass

Track in CRM, verify appearing in All activities in CRM

Pass

Track in CRM, verify appearing in All activities in CRM

Max Server Load Per User (%)

Allow the Microsoft CRM desktop client for Outlook to run for at least 20 minutes and confirm that Outlook synchronization initiates and Outlook is updated with appropriate records. Let client run until Outlook synchronization completes

Make sure the CRM client mail merge templates are all functional. MS Word Templates Test Mail Merge for E-Mail templates

Export to Excel Test Export Reports to HTML Excel PDF Web Archive Disconnect and Reconnect Test

Pass

Pass

Pass Pass w/ Issues 1.1, 1.3

Pass Pass w/ Issues 1.1, 1.3

Pass w/issue 1.2

Pass w/issue 1.2

Pass Pass Pass Pass Pass Pass

Pass Pass Pass Pass Pass Pass

Both Client 1 and 2 use PN Classic connections, with different client computers and usernames

7

Verify CRM contacts and activities are replicated to Outlook regular files Select several accounts and perform Action / Mail merge. Verify mail merge document is created correctly Template errors on exiting draft message Select several accounts and perform an Export to Excel. Verify export completes correctly and shows in Excel Export Account Reports from Report Viewer

18

Scenario: Isolated Environment

Note: The issues mentioned in the following table are addressed later in this document on pages 21 - 30

CRM 3.0 in Citrix Presentation Server 4.0 All tests performed using the published application Microsoft Outlook

Citrix Presentation Server Server OS MS CRM Version Citrix Client Client OS Test Date

4.0 Win2k3 SP1 3.0.5300.0 9.1 Win32 19-Jan

Setup Steps Created new application isolation environment “CRMIE” Created a copy of the published Outlook 2003 application Associated the new published application with the “CRMIE” application isolation environment Scenario: Application Isolation Environment

Function Description Launch Application CRM Object Access Tests Create Object - New Invoice Retrieve Object - New Invoice Update Object - New Invoice Delete Object - New Invoice E-Mail, Contact and Scheduling Function Tests

Create e-mail in CRM Add recipients from the CRM Address Book Track the email in CRM Send the email

Client 1 Pass Pass Pass Pass Pass Pass

Client 2 Pass Pass Pass Pass Pass Pass

Pass

Pass

Pass w/Issue 2.4

Pass w/Issue 2.4

Pass

Pass

Pass Pass

Pass Pass

8

Comments

Max Server Load Per User (%)

47

Using Track in CRM option to CRM User

Create a contact, task and appointment and mark each for tracking in CRM. Link each to a Regarding (or Parent) record in CRM

Track in CRM a received email

Track in CRM a sent email Allow the Microsoft CRM desktop client for Outlook to run for at least 20 minutes and confirm that Outlook synchronization initiates and Outlook is updated with appropriate records. Let client run until Outlook synchronization completes

Make sure the CRM client mail merge templates are all functional. MS Word Templates Test

Pass

Pass

Pass

Pass

Set the Regarding link

Pass

Track in CRM, verify appearing in All activities in CRM

Pass

Track in CRM, verify appearing in All activities in CRM

Pass

Verify CRM contacts and activities are replicated to Outlook regular files

Pass w/issue 2.3

Select several accounts and perform Action / Mail merge. Verify mail merge document is created correctly

Pass

Pass

Pass

Pass w/issue 2.3

Mail Merge for E-Mail templates

Pass w/issues 2.1; 2.2

Pass w/issues 2.1; 2.2

Export to Excel Test

Pass w/issue 1.2

Pass w/issue 1.2

Pass Pass Pass Pass Pass Pass

Pass Pass Pass Pass Pass Pass

Export Reports to HTML Excel PDF Web Archive Disconnect and Reconnect Test Both Client 1 and 2 use PN Classic connections, with different client computers and usernames

9

Takes a lot of server resources - 1 User = 100%; over 20 minutes to merge and send 10 e-mails Select several accounts and perform an Export to Excel. Verify export completes correctly and shows in Excel Export Account Reports from Report Viewer

60

100

Scenario: Server to Client Content Redirection

Note: The issues mentioned in the following table are addressed later in this document on pages 21 - 30

CRM 3.0 in Citrix Presentation Server 4.0 All tests performed using the published application Microsoft Outlook

Citrix Presentation Server Server OS MS CRM Version Citrix Client Client OS Test Date

4.0 Win2k3 SP1 3.0.5300.0 9.1 Win32 20-Jan

Setup Steps Enable Server to Client Content Redirection at the Farm level Create, enable and assign a policy to enable usage of Server to Client content redirection Scenario: Server to Client content redirection (with Application Isolation Environment (Isolated))

Function Description Launch Application CRM Object Access Tests Create Object - New Invoice Retrieve Object - New Invoice Update Object - New Invoice Delete Object - New Invoice E-Mail, Contact and Scheduling Function Tests

Create e-mail in CRM Add recipients from the CRM Address Book Track the email in CRM Send the email

Client 1 Regular Pass Pass Pass Pass Pass Pass

Client 2 Regular Pass Pass Pass Pass Pass Pass

Client 1 Isolated Pass Pass Pass Pass Pass Pass

Client 2 Isolated Pass Pass Pass Pass Pass Pass

Pass

Pass

Pass

Pass

Pass

Pass

Pass w/Issue 2.4

Pass w/Issue 2.4

Pass Pass Pass

Pass Pass Pass

Pass Pass Pass

Pass Pass Pass

10

Max Server Load Per User (%)

Create a contact, task and appointment and mark each for tracking in CRM. Link each to a Regarding (or Parent) record in CRM Track in CRM a received email Track in CRM a sent email Allow the Microsoft CRM desktop client for Outlook to run for at least 20 minutes and confirm that Outlook synchronization initiates and Outlook is updated with appropriate records. Let client run until Outlook synchronization completes

Make sure the CRM client mail merge templates are all functional. MS Word Templates Test Mail Merge for E-Mail templates

Export to Excel Test Export Reports to HTML Excel PDF Web Archive Disconnect and Reconnect Test

Pass

Pass

Pass

Pass

Pass

Pass

Pass

Pass

Pass Pass

Pass Pass

Pass Pass

Pass Pass

Pass

Pass

Pass

Pass

Pass

Pass w/issue 2.3

Pass w/issue 2.3 Pass w/issues 2.1; 2.2

Pass

Pass

Pass

Pass w/issues 2.1; 2.2

Pass w/issue 1.2 Pass Pass Pass Pass Pass

Pass w/issue 1.2 Pass Pass Pass Pass Pass

Pass w/issue 1.2 Pass Pass Pass Pass Pass

Pass w/issue 1.2 Pass Pass Pass Pass Pass

Pass

Pass

Pass

Pass

Both Client 1 and 2 use PN Classic connections, with different client computers and usernames

11

Scenario: Virtual IP

Note: The issues mentioned in the following table are addressed later in this document on pages 21 - 30

CRM 3.0 in Citrix Presentation Server 4.0 All tests are performed using the published application Microsoft Outlook

Citrix Presentation Server Server OS MS CRM Version Citrix Client Client OS Test Date

4.0 Win2k3 SP1 3.0.5300.0 9.1 Win32 1/20/2006, 1/23/2006

Setup Steps Enable Virtual IP at the Farm Level Create Virtual IP Address Pool Assign a set of 10 IP addresses to the server Scenario: Virtual IP (w/ Server to Client content redirection, Application Isolation Environment (Isolated))

Function Description Launch Application CRM Object Access Tests Create Object - New Invoice Retrieve Object - New Invoice Update Object - New Invoice Delete Object - New Invoice E-Mail, Contact and Scheduling Function Tests

Create e-mail in CRM Add recipients from the CRM Address Book Track the email in CRM Send the email

Client 1 Regular Pass Pass Pass Pass Pass Pass

Client 2 Regular Pass Pass Pass Pass Pass Pass

Client 1 Isolated Pass Pass Pass Pass Pass Pass

Client 2 Isolated Pass Pass Pass Pass Pass Pass

Pass

Pass

Pass

Pass

Pass

Pass

Pass w/Issue 2.4

Pass w/Issue 2.4

Pass Pass Pass

Pass Pass Pass

Pass Pass Pass

Pass Pass Pass

12

Max Server Load Per User (%)

50

Create a contact, task and appointment and mark each for tracking in CRM. Link each to a Regarding (or Parent) record in CRM Track in CRM a received email Track in CRM a sent email Allow the Microsoft CRM desktop client for Outlook to run for at least 20 minutes and confirm that Outlook synchronization initiates and Outlook is updated with appropriate records. Let client run until Outlook synchronization completes

Make sure the CRM client mail merge templates are all functional. MS Word Templates Test Mail Merge for E-Mail templates

Export to Excel Test Export Reports to HTML Excel PDF Web Archive Disconnect and Reconnect Test

Pass

Pass

Pass

Pass

Pass

Pass

Pass

Pass

Pass Pass

Pass Pass

Pass Pass

Pass Pass

Pass

Pass

Pass

Pass

Pass

Pass w/issue 2.3

Pass w/issue 2.3

55

Pass w/issues 2.1; 2.2

60

Pass

Pass

Pass

Pass w/issues 2.1; 2.2

Pass w/issue 1.2 Pass Pass Pass Pass Pass

Pass w/issue 1.2 Pass Pass Pass Pass Pass

Pass w/issue 1.2 Pass Pass Pass Pass Pass

Pass w/issue 1.2 Pass Pass Pass Pass Pass

Pass

Pass

Pass

Pass

Both Client 1 and 2 use PN Classic connections, with different client computers and usernames

13

Pass

3.4.5

Scenario: CPU and Memory Optimization

Note: The issues mentioned in the following table are addressed later in this document on pages 21 - 30

CRM 3.0 in Citrix Presentation Server 4.0 All tests are performed using the published application Microsoft Outlook

Citrix Presentation Server Server OS MS CRM Version Citrix Client Client OS Test Date

4.0 Win2k3 SP1 3.0.5300.0 9.1 Win32 23-Jan

Setup Steps Enable CPU and memory optimization management at the farm level Scenario: CPU and memory optimization (w/ Virtual IP, Server to Client content redirection, Application Isolation Environment (Isolated))

Function Description Launch Application CRM Object Access Tests Create Object - New Invoice Retrieve Object - New Invoice Update Object - New Invoice Delete Object - New Invoice E-Mail, Contact and Scheduling Function Tests

Create e-mail in CRM Add recipients from the CRM Address Book Track the email in CRM Send the email

Client 1 Regular Pass Pass Pass Pass Pass Pass

Client 2 Regular Pass Pass Pass Pass Pass Pass

Pass

Pass

Pass

Pass

Pass

Pass

Pass w/Issue 2.4

Pass w/Issue 2.4

Pass Pass Pass

Pass Pass Pass

Pass Pass Pass

Pass Pass Pass

14

Client 1 Isolated Pass Pass Pass Pass Pass Pass

Client 2 Isolated Pass Pass Pass Pass Pass Pass

Max Server Load Per User (%)

60

Create a contact, task and appointment and mark each for tracking in CRM. Link each to a Regarding (or Parent) record in CRM Track in CRM a received email Track in CRM a sent email Allow the Microsoft CRM desktop client for Outlook to run for at least 20 minutes and confirm that Outlook synchronization initiates and Outlook is updated with appropriate records. Let client run until Outlook synchronization completes

Make sure the CRM client mail merge templates are all functional. MS Word Templates Test Mail Merge for E-Mail templates

Export to Excel Test Export Reports to

Pass

Pass

Pass

Pass

Pass

Pass

Pass

Pass

Pass Pass

Pass Pass

Pass Pass

Pass Pass

Pass

Pass

Pass

Pass

Pass

Pass w/issue 2.3

Pass w/issue 2.3

Pass

Pass

Pass w/issues 2.1; 2.2

Pass w/issues 2.1; 2.2

Pass w/issue 1.2 Pass Pass Pass Pass Pass

Pass w/issue 1.2 Pass Pass Pass Pass Pass

Pass w/issue 1.2 Pass Pass Pass Pass Pass

Pass w/issue 1.2 Pass Pass Pass Pass Pass

Pass

HTML Excel PDF Web Archive Disconnect and Reconnect Test Pass Pass Pass Pass No visible effect from CPU and memory optimization Both Client 1 and 2 use PN Classic connections, with different client computers and usernames

15

Pass

3.4.6

Scenario: Web Interface

Note: The issues mentioned in the following table are addressed later in this document on pages 21 - 30

CRM 3.0 in Citrix Presentation Server 4.0 All tests are performed using the published application Microsoft Outlook

Citrix Presentation Server Server OS MS CRM Version Citrix Client Client OS Test Date

4.0 Win2k3 SP1 3.0.5300.0 9.1 Win32 24-Jan

Setup Steps Configure Web Interface server Create Presentation Server Web Interface site for the CRM Presentation Server Farm

Scenario: Web Interface (w/ CPU and memory optimization, Server to Client content redirection, Virtual IP and Application Isolation Environment (Isolated))

Function Description

Launch Application CRM Object Access Tests Create Object - New Invoice Retrieve Object - New Invoice Update Object - New Invoice Delete Object - New Invoice E-Mail, Contact and Scheduling Function Tests

Regular Application Client 1 Web Client / Local Client

Client 2 ActiveX

Isolated Application

Client 3 Java

Client 1 Web Client / Local Client

Client 2 ActiveX

Client 3 Java

Pass w/issue 2.1.1 Pass Pass

Pass w/issue 2.1.1 Pass Pass

Pass Pass Pass

Pass Pass Pass

Pass Pass Pass

Pass w/issue 2.1.1 Pass Pass

Pass Pass Pass

Pass Pass Pass

Pass Pass Pass

Pass Pass Pass

Pass Pass Pass

Pass Pass Pass

Pass

Pass

Pass

Pass

Pass

Pass

16

Max Server Load Per User (%)

Create e-mail in CRM Add recipients from the CRM Address Book Track the email in CRM Send the email Create a contact, task and appointment and mark each for tracking in CRM. Link each to a Regarding (or Parent) record in CRM Track in CRM a received email Track in CRM a sent email Allow the Microsoft CRM desktop client for Outlook to run for at least 20 minutes and confirm that Outlook synchronization initiates and Outlook is updated with appropriate records. Let client run until Outlook synchronization completes

Make sure the CRM client mail merge templates are all functional. MS Word Templates Test Mail Merge for E-Mail templates

Export to Excel Test Export Reports to HTML Excel PDF Web Archive Disconnect and Reconnect Test

Pass

Pass

Pass

Pass w/Issue 2.4

Pass Pass Pass

Pass Pass Pass

Pass Pass Pass

Pass Pass Pass

Pass Pass Pass

Pass Pass Pass

Pass

Pass

Pass

Pass

Pass

Pass

Pass

Pass

Pass

Pass

Pass

Pass

Pass Pass

Pass Pass

Pass Pass

Pass Pass

Pass Pass

Pass Pass

Pass

Pass

Pass

Pass

Pass

Pass

Pass

Pass w/issue 2.3

Pass w/issue 2.3

Pass w/issue 2.3

Pass w/issues 2.1; 2.2

Pass w/issues 2.1; 2.2

Pass

Pass

Pass w/Issue 2.4

Pass w/Issue 2.4

Pass

Pass

Pass

Pass w/issues 2.1; 2.2

Pass w/issue 1.2 Pass Pass Pass Pass Pass

Pass w/issue 1.2 Pass Pass Pass Pass Pass

Pass w/issue 1.2 Pass Pass Pass Pass Pass

Pass w/issue 1.2 Pass Pass Pass Pass Pass

Pass w/issue 1.2 Pass Pass Pass Pass Pass

Pass w/issue 1.2 Pass Pass Pass Pass Pass

Pass

Pass

Pass

Pass

Pass

Pass

17

50

3.4.7

Scenario: After updating Citrix Presentation Server 4.0 with Hotfix Rollup Pack 1

Note: The issues mentioned in the following table are addressed later in this document on pages 21 - 30

CRM 3.0 in Citrix Presentation Server 4.0 All tests are performed using the published application Microsoft Outlook

Citrix Presentation Server Server OS MS CRM Version Citrix Client Client OS Test Date

4.0 HRP1 Win2k3 SP1 3.0.5300.0 9.1 Win32 25-Jan

Setup Steps Install Hotfix Rollup Pack 1 on Presentation Server

Scenario: Hotfix Rollup Pack 1 (w/ Web Interface, CPU and memory optimization, Server to Client content redirection, Virtual IP and Application Isolation Environment (Isolated))

Function Description

Launch Application CRM Object Access Tests Create Object - New Invoice Retrieve Object - New Invoice Update Object - New Invoice Delete Object - New Invoice E-Mail, Contact and Scheduling Function Tests

Create e-mail in CRM

Regular Application Client 1 Local Client

Client 2 ActiveX

Isolated Application

Client 3 Java

Client 1 Local Client

Client 2 ActiveX

Client 3 Java

Pass w/issue 2.1.1 Pass Pass

Pass w/issue 2.1.1 Pass Pass

Pass Pass Pass

Pass Pass Pass

Pass Pass Pass

Pass w/issue 2.1.1 Pass Pass

Pass Pass Pass

Pass Pass Pass

Pass Pass Pass

Pass Pass Pass

Pass Pass Pass

Pass Pass Pass

Pass

Pass

Pass

Pass

Pass

Pass

Pass

Pass w/Issue 2.4

Pass w/Issue 2.4

Pass w/Issue 2.4

Pass

Pass

18

Max Server Load Per User (%)

60

Add recipients from the CRM Address Book Track the email in CRM Send the email Create a contact, task and appointment and mark each for tracking in CRM. Link each to a Regarding (or Parent) record in CRM Track in CRM a received email Track in CRM a sent email Allow the Microsoft CRM desktop client for Outlook to run for at least 20 minutes and confirm that Outlook synchronization initiates and Outlook is updated with appropriate records. Let client run until Outlook synchronization completes

Make sure the CRM client mail merge templates are all functional. MS Word Templates Test Mail Merge for E-Mail templates

Export to Excel Test Export Reports to HTML Excel PDF Web Archive Disconnect and Reconnect Test

Pass Pass Pass

Pass Pass Pass

Pass Pass Pass

Pass Pass Pass

Pass Pass Pass

Pass Pass Pass

Pass

Pass

Pass

Pass

Pass

Pass

Pass

Pass

Pass

Pass

Pass

Pass

Pass Pass

Pass Pass

Pass Pass

Pass Pass

Pass Pass

Pass Pass

Pass

Pass

Pass

Pass

Pass

Pass

Pass

Pass w/issue 2.3

Pass w/issue 2.3

Pass w/issue 2.3

60

Pass w/issues 2.1; 2.2

Pass w/issues 2.1; 2.2

55

Pass

Pass

Pass

Pass

Pass

Pass w/issues 2.1; 2.2

Pass w/issue 1.2 Pass Pass Pass Pass Pass

Pass w/issue 1.2 Pass Pass Pass Pass Pass

Pass w/issue 1.2 Pass Pass Pass Pass Pass

Pass w/issue 1.2 Pass Pass Pass Pass Pass

Pass w/issue 1.2 Pass Pass Pass Pass Pass

Pass w/issue 1.2 Pass Pass Pass Pass Pass

Pass

Pass

Pass

Pass

Pass

Pass

19

CRM 3.0 on Presentation Server 4.0 - Issues Reference Table of Contents

Executive Summary:.................................................1 Overview.................................................................2 Project Overview............................................................................. ..........................2 Document Overview........................................................................................ ..........2

Research.................................................................3 Brief Description:..................................................................................................... ..3 Product Information:........................................................................................... .......3 Benefits to a Citrix client:.......................................................................... ................3

Proof of Concept .....................................................4 Project Overview............................................................................. ..........................4 Scope and Approach.......................................................................................... .....4 Phases 4 Architectural Diagram (True Site)........................................................ ......................5 Architectural Description................................................................................ ...........5 Tests and Results and Recommendations ..................................................... ...........6 Scenario: Baseline Test............................................................................... ............6 Scenario: Isolated Environment................................................................ ..............8 Scenario: Server to Client Content Redirection........................................... ..........10 Scenario: Virtual IP...................................................................... .........................12 3.4.5 Scenario: CPU and Memory Optimization................................................14 3.4.6 Scenario: Web Interface........................................................................ ...16 3.4.7 Scenario: After updating Citrix Presentation Server 4.0 with Hotfix Rollup Pack 1 18

1.Regular Test Issues..............................................21 1.1.Word Template in Mail Merge........................................................................... ..21 1.2.Export to Excel for Dynamic tables................................................................... .22 1.3.Unable to cancel e-mail merge process using ESC key............................... .......24

2.Application Isolation Environment Test Issues.......24 2.1.Performance Issues during e-mail merge: ........................................................24 2.2.Functional issues with e-mail Mail merge process.............................................28 2.2.3.Long Time to perform e-mail Mail Merge.....................................................28 2.3.More Actions button sometimes not available...................................... .............29 2.4.Creation of e-mail in application isolation environment performance issue.......29 1.Deployment Project Description:....................................................... ...................31 2.Active Directory Domain Controller / Microsoft Exchange Server.........................32 3.SQL Server................................................................................. ..........................32 4.Citrix Presentation Server................................................................................. ....32 5.Microsoft CRM 3.0 Deployment............................................... .............................33 6.Microsoft CRM 3.0 Client on Citrix Presentation Server Verification......................34 7.Microsoft CRM 3.0 Client on Citrix Presentation Server for users with roaming profiles...34 Deployment Appendix A: Terminstall.cmd Modifications.........................................34

20

1. Regular Test Issues 1.1. Word Template in Mail Merge When trying to use Template e-mail to Mail Merge, an error message is received upon closing the draft message. This occurs in the baseline / regular test. No other features enabled Reproduction Steps 1.1.1. Launch published MS Outlook 2003 1.1.2. Go to CRM \ Marketing \ Accounts 1.1.3.Select View \ Active Accounts 1.1.4. Select an account 1.1.5. Perform More Actions \ Mail Merge 1.1.6. Select Template E-Mail 1.1.7. Select E-Mail Message template in the Microsoft Word screen that appears 1.1.8. Add Greeting Line 1.1.9. Add AddressBlock 1.1.10.Add some basic text 1.1.11.Preview Message 1.1.12.Complete the Merge 1.1.13.Merge – Electronic Mail

1.1.14.Select as

1.1.15.Receive twice and click OK 1.1.16.Attempt to close the draft message by using X button, do not save Changes 1.1.17.Receive the issue screenshots shown below Issue screenshot sequence:

21

1.2. Export to Excel for Dynamic tables

22

Using Export to dynamic PivotTable and worksheet exports the complete list of accounts from CRM. Several types of tables were attempted – accounts, contacts, with same result.

23

1.3. Unable to cancel e-mail merge process using ESC key When performing e-mail merge it is not possible to cancel the process by pressing the ESC key as show on the screen, bottom left corner. There is no reaction to the ESC key at all during the merge.

2. Application Isolation Environment Test Issues 2.1. Performance Issues during e-mail merge: 2.1.1. 100% CPU Load on launch Mail merge from 1 user consumes 50-60% of the Presentation Server resources. Outlook.exe to 63% Max during Load CSC.EXE to 37% Max during Load This most commonly happens during the launching of the isolated MS Outlook 2003 with CRM modules installed or during mail merge operations.

24

25

2.1.2.High usage by CSC.EXE during application run When running the applications in an application isolation environment the average CPU load for CSC.EXE is around 50% with only one user connected via ICA. Two users can increase CPU load to 100%

Two User screen:

26

27

2.2. Functional issues with e-mail Mail merge process 2.2.1. E-mail creation issue When using an application isolation environment e-mails are created and placed into the drafts folder. In non-isolated testing neither e-mails nor are drafts created.

2.2.2. “… Do Not Allow e-mail” message does not appear In an application isolation environment this message does not appear for the same user and the same actions in e-mail merge as seen in the non-isolated testing. When performing the same actions in the nonisolated tests this message appears and prevents sending of e-mails.

Reproduction Steps: 1. Launch application in application isolation environment mode 2. Perform e-mail merge for accounts that do not allow e-mail messages 3. See the issue as described above – the e-mail messages are either being created as drafts or being sent out instead of receiving error messages during the process

2.2.3.Long Time to perform e-mail Mail Merge Over 20 minutes to perform e-mail Mail Merge function for 10 accounts. Unable to verify time in baseline test due to the issue specified in 2.2

28

2.3. More Actions button sometimes not available When running in an application isolation environment, the “More Actions” button is not available. Clicking on this button does not show the drop down menu. User used was Stefan. Issue did not reproduce in other users’ configurations

2.4. Creation of e-mail in application isolation environment performance issue When attempting to write an e-mail from Outlook with CRM launched in an application isolation environment, it takes a very long time to see the To (Select Names) dialog box, sometimes over 5 minutes, during which time CSC.EXE is at or about %50 CPU utilization on the server for the specific user’s process.

29

CRM 3.0 Test Environment Deployment with Citrix Presentation Server 4.0

October 22, 2008

System III / Access Suite Team Citrix Systems, Inc.

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1. Deployment Project Description: This project is to document Microsoft CRM 3.0 deployment in a single server Citrix Presentation Server 4.0 test environment. The test environment will contain three servers: • Microsoft Active Directory Domain Controller / Exchange 2003 SP 1 server on Windows 2003 SP1 R2 • Microsoft SQL 2005 Enterprise Server / CRM 3.x Server on Windows 2003 SP1 R2 • Citrix Presentation Server 4.0 with Hotfix Rollup Pack 1 on Windows 2003 SP1 R2 Please Note: order of install is important for this deployment. Environment Assumptions: IP and naming services are provided by servers outside of the test environment. Should there be a need to provide those services by servers internal to the test environment, install DNS services on the Active Directory domain controller and configure IP addressing by either installing DHCP service or setting static IP addresses on the servers.

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Installation Instructions: 2. Active Directory Domain Controller / Microsoft Exchange Server Description One server performs the role of Active Directory domain controller and also of the Microsoft Exchange 2003 server in the test environment. In this test environment this server is named CRMADEX. 1) 2) 3) 4) 5)

6) 7)

Install Windows 2003 Server Install IIS with SMTP and NNTP modules Perform all updates to R2 level Verify updated Anti-Virus protection Create AD-integrated DNS zone for the test domain (In this environment called CRM ) a. Configure the DNS zone to accept both secure and non-secure updates if the DNS server is not running Windows 2003 R2 - In this test environment, when the DNS zone on the DNS server (running Win2k3 SP1, not R2) was set to secure updates only, Active Directory Domain Controller running Windows 2003 SP1 R2 was not able to update its domain records into that zone. Run DCPROMO to create new Forest Install Microsoft Exchange 2003 Server using install defaults a. Install Exchange 2003 SP1

3. SQL Server Description One server will be used to host both CRM Server and MS SQL Server for CRM and Citrix Presentation Server support – for server consolidation. It will be running Microsoft Windows 2003 SP1 R2 / IIS and MS SQL 2005 Server and MS CRM 3.0 Server. In this test environment this server is named CRMSQL. 1) 2) 3) 4) 5) 6) 7) 8) 9)

Install Windows 2003 Server Install IIS with ASP. NET support Perform all updates to R2 level Verify updated Anti-Virus protection Join CRM Domain Install .NET Framework 1.1 SP1 (CRM Requirement) Install and configure Indexing Service to start automatically (CRM requirement) Create an Active Directory account for SQL server to log in as. Install Microsoft SQL Server 2005 Enterprise a. Include Reporting Services during the install (CRM Requirement) b. Include Client Components \ Management Tools during the install c. Select a domain account to run SQL Server service d. Select for SQL Server Agent and Reporting Services to start e. Select to use Windows Authentication Mode f. Select to use defaults settings for Collation Mode g. Install the default configuration for Report Server

After SQL Server 2005 install is completed: h. Create a database to be used by Citrix Presentation Server farm. In this environment the database was named “CRMCPS”. i. Configure SQL Server Agent to be started automatically (CRM requirement) 10) Install MDAC 2.7 from CRM Server CD (CRM requirement)

4. Citrix Presentation Server Description: One server will host the Citrix Presentation Server 4.0. The Citrix Presentation Server 4.0 in this environment is the access platform to the Microsoft Outlook application with CRM 3.0 module. It is in a single-server farm, with IMA Datastore being hosted on the SQL 2005 server. The server name for this server in the test environment is CRMCPS. 1)

Install Windows 2003 Server

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2) 3) 4) 5) 6)

Install IIS Perform all updates to R2 level Verify updated Anti-Virus protection Join CRM Domain Install Citrix Presentation Server 4.0 with SQL Datastore a. Install Citrix License Server and add Citrix Presentation Server 4.0 license files to it. b. Install Hotfix Rollup Pack 1 for Citrix Presentation Server 4.0 c. Install Office 2003 d. Install SP1 and SP2 for Office 2003 on the Presentation Server e. Publish Outlook, Word and Excel 2003.

5. Microsoft CRM 3.0 Deployment Description: This section covers installation and setup of the Microsoft CRM 3.0 elements in the test environment described above. 1) Install CRM 3.0 Server on the SQL server following instructions in CRM 3.0 Implementation Guide available at http://go.microsoft.com/fwlink/?LinkId=56978 a. Launch CRM Setup from CRM Server CD b. Select to Install Microsoft CRM Server c. Enter the license code (Trial version used in this test environment) d. Agree to the license agreement e. Specify organization name (Citrix Test used in this test environment) f. Use default installation location g. Choose to create a new Web Site and note the server bindings, since it will be the CRM Server address to be used in later configuration steps. (In this environment server bindings were 5555, thus CRM Server address was HTTP://CRMSQL:5555) h. Select the SQL server to be used and use Create new databases option (CRMSQL is the server name used in the test environment) i. Enter the Report Server URL (in this environment it is HTTP://CRMSQL/ReportServer) j. Select the Active Directory OU to contain Microsoft CRM System Groups k. Select to use network service account as a security account for the services l. Specify Exchange Server settings m. Perform the CRM Server installation 2)

Verify the CRM Website is configured to use ASP. NET version 1.1 as described in Section 15-6 of the Microsoft CRM 3.0 Implementation Guide. 3) Copy style sheets for CRM reports to Reporting Services installation 4) Verify CRM installation in Internet Explorer (please note Pop-Up Blocker could prevent CRM screen from appearing) 5) Create Active Directory account to be used for Router Mailbox of the CRM E-Mail Router 6) Install Microsoft CRM-Exchange E-Mail Router following instructions in Microsoft CRM 3.0 Implementation Guide 7) Install CRM 3.0 Sample Database a. Create 12 Active Directory users for the CRM sample database based on table on page 18-1 of the Microsoft CRM 3.0 Implementation Guide b. Run Sample Data Wizard (after sample users are created in Active Directory) on Microsoft CRM Server 8) Install Microsoft CRM Desktop Client for Outlook on Citrix Presentation Server 9) Follow instructions in the readme.htm from extracted CRMClientTS.EXE (http://www.microsoft.com/downloads/details.aspx?FamilyID=cbad1af7-8fde-40f2-8df5935a363f87d9&DisplayLang=en) to prepare for Terminal Server installation. a. Create a network share accessible to domain CRM users (in this environment, the share name was CRMLogon) b. Extract contents of CRMClientTS.EXE to the network share c. Modify the terminstall.cmd to match the environment (example as used in this test environment is shown in Deployment Appendix A) d. Add the terminstall.cmd from the network share to your CRM Active Directory users’ logon script process. Please note you might need to configure to run logon scripts synchronously on your Presentation Servers.

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6. Microsoft CRM 3.0 Client on Citrix Presentation Server Verification 1) 2) 3) 4)

Launch Microsoft Outlook 2003 published application via an ICA client Please note CRM install script checks whether Outlook is configured for the user, and if it is not, the script will not run. Thus, during the first time Outlook launch the CRM installation will not happen. During the logon script process the CRM information is installed into the user profile. Logoff and re-launch Microsoft Outlook 2003 published application via an ICA client and you should see CRM toolbar and Microsoft CRM folders in the All Mail Folders panel. Perform CRM 3.0 verification tests.

7. Microsoft CRM 3.0 Client on Citrix Presentation Server for users with roaming profiles Microsoft CRM 3.0 currently does not support usage of roaming profiles. For further information and assistance please contact Microsoft Technical Support.

Deployment Appendix A: Terminstall.cmd Modifications The below are all the modifications performed to the “terminall.cmd” during the configuration to make it match the test environment specifics. Excerpt from the terminstall.cmd: “… REM *** SOURCE = Location where the PST file, mail merge templates and CrmForOutlookTsInstaller.exe are located *** SET SOURCE="\\crmadex\CRMLogon" REM *** CRM Server to use *** SET WEBAPPURL="http://crmsql:5555" …”

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