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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

SAP Notes on 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

SAP Notes On Common Tasks

OSS Dispatch Queues

Product Name

Bsp Application Name

Keywords/More...

OSS Queue

Internet Communication Manager

 

ICM

BC-CST-IC

Internet Communication Framework

 

ICF

BC-MID-ICF

ABAP Language Group

 

Specifically for BSP Debugger problems

BC-ABA-LA

Unified Rendering

 

UR

BC-WD-UR

Service Connection Problems

 

Setup SAPGui and HTTP connections to customers

XX-SER-NET-HTL

KPro

 

First route workbench

BC-BSP-MI, later KPro BC-SRV-KPR-DMF

Online Text Repository

 

OTR

BC-SRV-OTR

CRM PCUI

/sap/crm_bsp_frame

 

CRM-PCF

CRM IC Web Client

/sap/crm_ic

 

CRM-IC

Strategic Enterprise Management

/sap/sc_wizard

SEM; BSC Wizard; UMB_*; Balanced Scorecard

FIN-SEM-CPM-BSC

CProjects

/sap/cprojects

 

PLM-CPR

SAP Service Marketplace

/spn/smp*

 

XX-SER-SAPSMP

Appraisal and Evaluation Systems

hap_document

 

CA-GTF-AP