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Purpose

The purpose of this page is to assist customers in properly creating a new message when reporting an incident to SAP BI support, including tips and tricks to optimize message processing for both customer and engineer alike.

Overview

The information provided on this page is a detailed explanation of tips, tricks, and tools to utilize when creating a new message for SAP support,  ideally to maximize functional correctness and minimize resolution time - ultimately resulting in better run businesses! 

Message Creation: Details, Descriptions, and Documentation – or Delays!

It is often that support messages are created for customer incidents that do not contain necessary information to properly direct the message to the correct component area, to accurately identify the issue being experienced, and to enable the engineer to initiate the troubleshooting process.

It is imperative that accurate details, descriptions and any documentation or attachments regarding the incident are included when creating a new message – both for the customer and the engineer. 

Providing a thorough, complete definition of the issue and what is affected; including detailed steps for the problematic workflow will significantly reduce resolution time.    Attachments such as screen shots of errors received and trace files created during the problematic workflow ensure that the engineer can quickly identify problem areas and initiate investigation, without requiring additional requests for information.  Providing detailed information, descriptions and related documentation when creating a message may even result in the root cause identification without any additional or unnecessary interaction.

The more data collected and included upon message creation, the higher the chances are for a significantly reduced resolution wait time.

Message Creation:  Tips

When creating a message, it is crucial to include the above details and descriptions in both the short and long ‘Description’  areas.  

It is also imperative that the message is created in the correct component area relating to the issue.  If an error is received, customers can reference the knowledge base article 1411049 for assistance in identifying the correct component area. See related content for further information.

If when creating a new message, the topic is ‘How do I…’ or ‘Where do I…’ , then likely this falls under consulting and should be limited when engaging a support engineer, as it can impact the time an engineer spends working towards resolving errors.  Consulting questions can be asked, of course, however should be brief.   For a detailed definition of what falls under Support vs. Consulting see related content for additional information.

Tracing Tips

When an error is received, customers should activate tracing to attach the resulting trace files to the newly created message.

Enable tracing on the component reporting the error and the CMS, as it manages all servers and security. Always simplify the work flow and if removing a step stops the error, then log the component responsible step that was removed.

Always attach the cleanest log possible.  You can ensure clean logs by only activating tracing while reproducing the behavior or problematic workflow, then disabling tracing to gather the logs.

Use server groups to limit the number of servers involved. 

On Windows OS always check the application and system event logs, attaching them when errors are present will be beneficial.

See related content for further information.

Additional Tools: Remote Supportability

SAPRouter is a tool which allows the customer to provide remote connectivity.  This tool allow you the customer to provide connection details via the message.

Types of connections;  RFC, Terminal Services, HTTP, Remote Debug, Generic database access.

NetViewer is a tool that provides application, file and screen sharing as well as remote control. This can be used to see and investigate the behavior with customer interaction.

Performance: Tips and Guides

For performance related issues proper sizing is generally the initial route of investigation. We have sizing guidance and tools site available.   See related content for further information.

If these tools are not enough for your performance-related issues, or sizing needs, then consulting services are available.

Related Content

 

Related Documents

Remote Supportability for SAP Customers  

Related Notes

Insert links to any related Notes or KBAs that support your topic or are related. You should hyperlink only the Note number or KBA number.

SAP Note 83020: What is consulting, what is support

SAP Note 1296527: How to contact SAP Business User Support for technical assistance with software/directories

SAP Note 1296622: How to know which component to choose when logging a message on SAP Service Marketplace (SMP)

SAP Note 1424080: SAP BusinessObjects - Business Intelligence Platform Components

SAP Note 1411049: Product - Component Legend for SAP BusinessObjects Products (includes SAP Crystal Solutions)

SAP Note 1335757: Enabling and disabling tracing in XI 3.1 for specific services without requiring a restart

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