Problem Handling

A lot of the problem handling within the SAP troubleticket system is influenced very much by the information that is supplied with the initial problem. This helps to ensure that all relevant information is available, and not be required to first quiry this through additional round-trips.

Service Market Place

• Searching for a specific SAP Note?

SAP Notes on Opening Problem Tickets

• Priorities of problem messages
• Customer messages - Customer logon data
• Installing the HTTP Connect service
• pcANYWHERE: Collective note (SAP Internal Only!) and Setting up a PCanywhere connection in the SAP front end
• BSP Checklist for Opening Problem Tickets

Handling Large Attachments

When the customer has to upload the files larger than 2 Mbyte he can use SAP Mail Attachment Service (SAPmats) (only SAP Internal). Execute following steps to receive a large file:

1. Press "Receive Attachment" left. Specify complete OSS message number as subject.
2. You will receive a complex URL from SAPmats service where customer can place content in. Paste this URL in REPLY to customer so that he can upload file. Also state "Very important: you can upload only ONE file ONCE". (In principle the upload containers are one time only containers.)
3. Customer should return message after file has been uploaded.
4. You will receive a complex URL from SAPmats service where you can download the files. Paste this URL as INTERNAL MEMO so that everyone handling the problem has access to the uploaded material.

SAP Notes to Limit Problem Handling to Supported Scope

• Inactive Services in ICF
• Browsers supported by BSP
• HTTP error 403 - Forbidden / You are not authorized to view
• Missing error text in the Internet Explorer browser
• Composite SAP Note on the SAP Web Dispatcher
• RTL Support in BSP

SAP Notes On Common Tasks

• How to maintain objects in the MIME Repository
• BSP Component ids with underscores
• Unicode characters in HTTP form fields

OSS Dispatch Queues