the support backbone update guide€¦ · if your abap systems are not on latest st-pi and st-a/pi...

V 1.9.2

SAP Digital Business Services – Customer Success Services

SAP Support Backbone UpdateAre you ready? - Check EWA Workspace and SNOTE!

December 2019

2© 2019 SAP SE. All rights reserved.

Situation – What?

What is SAP's Support Backbone ?

Customers are connected to SAP via the SAP Support Backbone (known as OSS), the central infrastructure to provide

technical support.

SAP’s Support Backbone consists of different platforms offering varied services. (Ex. Note download, Data exchange

pertaining to EWA, Support incidents, maintenance planner and more)

What changed now ?

SAP Support Backbone infrastructure has been updated, to manage the increasing workload and to address the

demands from technology & infrastructural changes.

What’s in for a customer ?

As a result of the update, the following customer systems are affected as of January 1, 2020:

– SAP Solution Manager systems

– ABAP systems with direct connectivity to the support backbone

– SAP Note Assistant (transaction SNOTE) usage in SAP systems

Necessary steps, by when ?

Customers are required to take necessary steps in order to Stay Connected to SAP before end of 2019 to allow a

safe transition.


Stay Connected to SAP – Why?

SAP EarlyWatch Alert & Remote Support Services:

If your ABAP systems are not on latest ST-PI and ST-A/PI versions

You will miss out on the automated, fast and efficient remote support services including the much requested SAP GoingLive Check(GLC) and

SAP Continous Quality Checks(CQCs) delivered by SAP.

You will not receive the much needed EWA Reports and pro-active expert validation by SAP regarding the health status of your systems.

You will miss the service content updates from SAP as of Jan 1, 2020

You will miss the latest intelligent support tool, the SAP EarlyWatch Alert Workspace

SAP Solution Manager:Upgrade from 7.1 to 7.2 (SPS 08 or higher) is strongly recommended, because as long as you remain on 7.1:

You will be cut off from SAP's Support Backbone starting on Jan 1, 2020 which means that you can no longer open incidents for processing by

SAP (ITSM), you cannot implement SAP notes and you have no access to SAP services (unless you manually and laboriously migrate to SAP's

new connectivity infrastructure)

You have no chance of achieving GDPR compliance (while 7.2 SPS 07 and higher provide all required data protection & privacy measures)

You cannot take advantage of our Mainstream Maintenance, as you have been relegated to Customer-Specific Maintenance since Jan 1, 2018

Digitally Signed SAP Notes:

If Note Assistant is not adapted to consume digitally signed SAP Notes and SAP support backbone changes

You will be cut off from SAP's Support Backbone starting on Jan 1, 2020 which means that you can no longer download and upload SAP Notes

and corrections automatically.

You cannot take advantage of our upgraded secure way of downloading SAP Notes – Digitally signed SAP Notes.

https://launchpad.support.sap.com/#/ewaworkspace


Customer Information – How?

Technical Communication User mandatory for backend connectivity.

As of January 2020, Connections using generic users will no longer work. Customers need to ensure that all

connections use a Technical Communication User in all systems which have connectivity to SAP (this includes

all systems directly sending EWA data to SAP and all systems where SAP Note Assistant is being used).

✓ A technical communication user (formerly known as "technical S-user") is only used for "technical" machine-to-

machine communication and data exchange

✓ A technical communication user cannot be used for logging on to work in dialog mode (for example to the SAP

One Support Launchpad)

✓ A technical communication user can be requested by any S-user with admin privileges in the customer's

account and is available within 24h after request

Learn more:

• Technical Communication Users can be requested via the App.

• Find more information about technical communication users in the FAQ.

https://apps.support.sap.com/technical-user/index.html

https://support.sap.com/en/release-upgrade-maintenance/maintenance-information/connectivity-to-sap/sap-support-backbone-update-faq.html


Customer Information – Decisions?

Decisions to Configure Backbone Connectivity

a) Which systems are in scope?At least for all development systems (for SNOTE) and all production systems (for EWA) are in scope

b) Individual webservice connections or central Download Service?The Download Service allows SNOTE to load notes including TCI packages

c) How many technical S-users?

1 per system

1 per ‘system group’

1 per customer number

d) Logon to technical S-users with passwords or with client certificates?

e) If you go for passwords: Configure systems manually or using (partly) automated task list?

f) If you go for client certificates: Create them via SAP Passport on SAP Support Portal or generate

them locally?

2019-10

https://help.sap.com/viewer/9d6aa238582042678952ab3b4aa5cc71/7.5.15/en-US/7cd5bc1666824b3eba96e8a79dd2055e.html


SAP Support Backbone Connectivity – Download Service

2019-09

Note

CI TCI

SAP Support Portal Download Service System Other ABAP systems

Get it via

SNOTE

Get it via

manual

Download

or

Download

Service

SNOTE / SPAM

SNOTE / SPAMCI only

Webservice RFCDownload Service

Application

CI + TCI CI + TCI


More details – Where?

• Central landing page: Connectivity to SAP's Support Backbone

• Link: How the SAP Support Backbone update affects SAP Solution Manager and Focused Run

• One Pager: Impact of SAP's backbone update on SAP Solution Manager and Focused Run

• List of Frequently Asked Questions (FAQ) on Update of SAP's Support Backbone

• SNOTE Landing Page: Digitally Signed SAP Notes

• SAP Note 2537133 for FAQs on Digitally Signed SAP Notes

• Cheat Sheet for enabling SNOTE for Digitally Signed SAP Notes and for TCI

In case of issues, raise a ticket on component XX-SER-BB-UPD for general topics about the

SAP Support Backbone as well as about connectivity for the Note Assistant, SNOTE

https://support.sap.com/en/release-upgrade-maintenance/maintenance-information/connectivity-to-sap.html

https://support.sap.com/en/alm/solution-manager/sap-support-backbone-update.html

https://support.sap.com/content/dam/support/en_us/library/ssp/alm/sap-solution-manager/sap-support-backbone-update/Backbone-Update_One-Slider.pdf

https://support.sap.com/en/release-upgrade-maintenance/maintenance-information/connectivity-to-sap/sap-support-backbone-update-faq.html

https://support.sap.com/en/my-support/knowledge-base/note-assistant.html

https://launchpad.support.sap.com/#/notes/2537133

https://support.sap.com/content/dam/support/en_us/library/ssp/my-support/knowledge-base/note-assistant/cheatsheet-for-digsignnotes_snote_tci.pdf

1. Validate Connectivity to SAP Support

Portal for sending the EWA to SAP


Sending System: System directly connected to SAPSAP Solution Manager 7.1

SAP Solution Manager 7.2

Software Component SAP_BASIS < 700 SAP_BASIS ≥ 700ST 710

SP01-SP16ST 720

SP01-SP04ST 720

SP05-SP07ST 720 ≥ SP08

ChannelRFC with

technical userRFC with

technical userhttps https https https https

Enable https communication with SAP Note 2837310or ST-PI 2008_1_* SP22

n.a. n.a. Yes Yes n.a. n.a. n.a.

Implement ST-PI 740 SP09 n.a. n.a. n.a. n.a. Yes YesAlready included

Enable https communication with checklists

n.a. n.a. Yes Yes Yes Yes Yes

FunctionalityEnables sending of SAP EarlyWatch Alert data to SAP,

other applications are not coveredAll

Legend: less preferred option workaround for EWA best option

Temporary workaround: RFC with technical communication user


https://support.sap.com/en/alm/solution-manager/sap-support-backbone-update/backbone-update-checklists.html


Are you ready? Check EWA Alert about SAP Backbone Connectivity

EWA Workspace


2019-10




EWA Workspace


1. Open Alerts (= EWA Solution Finder)

2. Remove „Alert Rating“ filter

3. Remove „Age“ filter

4. Choose „Alert Category“

„Service Readiness → SAP Backbone Connectivity“

2019-10


https://launchpad.support.sap.com/#/ewasolutionfinder



Overview about

systems

2019-10



System which sends

EWA data via SAP

Solution Manager

2019-10

RFC is still in use



System which sends

EWA data directly

2019-10



EWA Workspace (Dashboard)


→

EWA Solution Finder (EWA Alerts)


The filter settings are compiled into the URL, therefore you can use the URL from the address

bar to show this alert „Service Readiness → SAP Backbone Connectivity“ for all system for

which the current S-user is authorized:

https://launchpad.support.sap.com/#/ewasolutionfinder/generic/filters/categoryHash=W3siY2F0

ZWdvcnkiOiJTZXJ2aWNlUmVhZGluZXNzIiwic3ViY2F0ZWdvcnkiOiJCYWNrYm9uZUNvbm5lY3R

pdml0eSJ9XQ%253D%253D

2019-10



https://launchpad.support.sap.com/#/ewasolutionfinder/generic/filters/categoryHash=W3siY2F0ZWdvcnkiOiJTZXJ2aWNlUmVhZGluZXNzIiwic3ViY2F0ZWdvcnkiOiJCYWNrYm9uZUNvbm5lY3Rpdml0eSJ9XQ%253D%253D



Instead of filtering for an alert category

you can use on of the search strings (including quotation marks and spaces)

"HTTPS -> SAP"

respective

"RFC -> SAP"

To get the list of systems which send

EWA data via the new webservice

destination respective via RFC.



Yes !

HTTPS is in use

System which sends

EWA data via SAP

Solution Manager

WebService in use

2. Check usage of

WebService Destinations respective

Download Service in SNOTE


Check usage of WebService or Download Service in SNOTEValidate settings

Transaction CWB_SNOTE_DWNLD_PROC = Report RCWB_SNOTE_DWNLD_PROC_CONFIG

Check that either the new destinations SAP-SUPPORT_PORTAL, SAP-SUPPORT_NOTE_DOWNLOAD

are used or that the Download Service Application is activated

2019-07

Bonus: Transport based Correction Instruction (TCI) packages and prerequisite notes are

downloaded automatically via remote access to Download Service Application


Check usage of WebService or Download Service in SNOTEValidate SNOTE log

Use transaction SNOTE to download (and install) a note, then check the log:

ok ok

2019-07


Check usage of WebService or Download Service in SNOTEValidate SNOTE log

You can use report SCWB_NOTE_MONITOR to check all logs:

Msg. 158 Note … downloaded in version … (using RFC SAPOSS) very old

Msg. 823 Digitally signed SAP Note … downloaded ... using RFC old

Msg. 824 Digitally signed SAP Note … downloaded ... using HTTP ok

Msg. 825 Digitally signed SAP Note … downloaded ... using download service ok

ok

old

2019-07

Appendix

Check usage of RFC Destinations and

WebService Destinations in ST03N


SAP Support Backbone ConnectivityCheck usage of RFC Destinations

Transaction ST03N

shows the usage of

RFC Destinations

→

Ensure that none of

these destinations

is still in use

Filter for

destinations:SAPCMP

SAPOSS

SAP-OSS

SAPNET_RTCC

SAP-OSS-LIST-O01

2019-08


SAP Support Backbone ConnectivityCheck usage of RFC Destinations

The details might give

you hints why such

RFC destinations are still in use:

2019-08

The first entries refer to note download → Use transaction CWB_SNOTE_DWNLD_PROC

= report RCWB_SNOTE_DWNLD_PROC_CONFIG to adjust the settings of SNOTE


SAP Support Backbone ConnectivityCheck usage of Webservice

Transaction ST03N

shows the usage of

Webservices

→

Check that the new

webservices are

used

Filter for host:*support.sap.com

2019-08

Appendix

Validate RFC Destinations and

WebService Destinations in SM59 or using

report RSRFCCHK


Validate RFC Destinations and WebService DestinationsCheck S-User

Check adjusted SAP destinations using report RSRFCCHK (clear field ‚Connection Type‘)

The new destinations got the new settings:SAP-SUPPORT_NOTE_DOWNLOAD

SAP-SUPPORT_PARCELBOX

SAP-SUPPORT_PORTAL

Destination SAPOSS still got generic user OSS_RFC and you have to adjust the other

destinations SAP-OSS, SAP-OSS-LIST-O01, and SAPNET_RTCC by yourself also:

2019-07


Validate RFC Destinations and WebService DestinationsRun Connection Test in SM59 or RFRCFCHK

The connection test of the destinationSAP-SUPPORT_NOTE_DOWNLOAD returns

http code 404 - not found.

Nevertheless, the connection is ok, because for note download the path to the sar-file of the note is added to the target host by SNOTE

Check adjusted SAP destinations using report RSRFCCHK (clear field ‚Connection Type‘)

2019-07

ok

Appendix

Validate Certificate List for CA Certificates


You can observe that the automated task list creates

destinations referring to PSE „SSL Client

(Standard)“ – this is the reason why it might be

necessary to import the CA certificates into this

PSE.

You can define the destinations pointing to PSE

„SSL Client (Anonymous)“ as well (which might be a

more logical definition because the client certificate

is not used anyway). In this case you have to import

the CA certificates into this PSE.

If you use client certificates to connect to the SAP

Support Portal, then a PSE with a name like „SSL

Client (SAP Support Portal)“ is used. In this case

you have to import the CA certificates into this PSE.

2019-07



Use transaction SM59 or report RSRFCCHK to inspect the WebService Destinations

SAP-SUPPORT_NOTE_DOWNLOAD

SAP-SUPPORT_PORTAL

SAP-SUPPORT_PARCELBOX

to identify which PSE is used:

➢ DFAULT SSL Client (Standard)

with S-User and password

➢ ANONYM SSL Client (Anonymous)

with S-User and password

➢ SAPSUP SSL Client (client certificate)

without explizit S-User

Check the used PSE in the next step

2019-07




Use transaction STRUST to check the certificate list containing the server certificates

You can get some of the certificates via

note 2620478 - Download Service: Trust anchor certificates required for software downloads

2019-07




Which CA certificates are required?

➢ Any of the certificates in a certificate chain can be used.

➢ You can call the URLs in the browser to inspect the certificate chain to

decide which ones you want to add to the PSE

➢ Caution: other applications may use additional URLs (see ST03N)

➢ Recommendation: Use intermediate CA certificates

DigiCert SHA2 Secure Server CA

DigiCert Global CA G2

URL Destination

https://notesdownloads.sap.com SAP-SUPPORT_NOTE_DOWNLOAD

https://documents.support.sap.com SAP-SUPPORT_PARCELBOX

https://apps.support.sap.com/dummy SAP-SUPPORT_PORTAL

https://softwaredownloads.sap.com <dynamic>

https://servicepoint.sap.com <dynamic>

…

2019-10

https://notesdownloads.sap.com/

https://documents.support.sap.com/

https://apps.support.sap.com/dummy

https://softwaredownloads.sap.com/

https://servicepoint.sap.com/

Appendix

Partly Automated Procedures


Note 2836302 - Automated guided steps for enabling Note Assistant

Use new report RCWB_TCI_DIGITSIGN_AUTOMATION to enable respective validate SNOTE

2019-11

Report RCWB_SNOTE_AUTOMATE_DWNLD_PROC

Troubleshooting:

Note 2857602 - Report from SAP Note 2836302 is hanging in Step4

→ Finish the SPAM queue and make sure that the status is green




Note 2827658 – (Partly) Automated Configuration II

Note 2827658 - Automated Configuration of new Support

Backbone Communication - Update 02 (replacing old notes 2793641 and 2738426)

➢ Corrected validity for 7.40

➢ Added check for DigiCert High Assurance EV Root CA certificate

➢ Updated task: 'New OSS: Create HTTPS Connections for SAP Services (SM59): in case a

router string is used and the https proxy is active the host will be added to the http proxy

filter list

➢ Updated task: 'Test HTTPS Connections for SAP Services (SM59)': added check for https

proxy filter setting

➢ Added new task 'New OSS: Add hosts to filter in all clients with http proxy enabled (SM59)':

loops over all clients and adjusts the https proxy filter in case the destination uses a router

string and https proxy is active

➢ Update task 'Old OSS: Configuration of SAPOSS Connection (OSS1): Create connection

SAPOSS': task set to optional2019-09






Note 2827658 – (Partly) Automated Configuration II

Transaction STC01 for task list SAP_BASIS_CONFIG_OSS_COMM

Preparation: Manual

activity to find and

download the required

certificates which you

then upload into transaction STRUST

Restart ICM, too

2019-07

Enter user credentials of Technical Communication

User, scroll down and activate all three checkboxes

„Overwrite existing destination“

This step is useless, as you do not

want to use old RFC destinations

anyway (and you would have to

change the user afterwards as well).


Appendix

Manage Technical Communication User


Manage Technical Communication UserRequest user

Request Technical Communication User on SAP Support Portal

https://launchpad.support.sap.com/#/user/management

→ https://launchpad.support.sap.com/#/techuser

2019-07

https://launchpad.support.sap.com/#/user/management

https://launchpad.support.sap.com/#/techuser


Manage Technical Communication UserNote 2805811 - Enable client certificate authentication for tech. users

Like before, you can request new users and activate them, delete existing ones, or change their

passwords.

In addition, if you want to exchange data with the SAP Support infrastructure using client

certificate authentication, you can now generate SAP Passports for technical communication

users (optional). This way you avoid the need to manage passwords.

2019-07


Appendix

Note Assistant, SNOTE


Note 2408073 - Handling of Digitally Signed notes in SAP Note

Assistant

Report SCWN_FAILED_DS_VERIFICATION might not work after installing the note.

Re-run report SCWN_NOTE_2408073 to solve the issue. Instead of using this report, you can use

transaction SLG1 for log object CWBDS instead, to show failed digital signature validations logs

(if there are any).

Report SCWN_DS_CLEAR_NOTE_FILE can be used to delete temporary files if this is not done

automatically. The temporary .ZIP files and .SAR for the notes and the temporary file

SIGNATURE.SMF are located in folder $(DIR_TRANS)/tmp

Related topic:

Note 2178665 - Signature validation of archives with SAPCAR

Note 1634894 - SAPCAR: Signed Archive

2017-09




Appendix

Download Service



The most important use case for the ABAP Download Service is downloading from SAP file

shares connected to the SAP Support Portal and the download of SAP Notes with all their

dependencies and relevant SAP Notes transport-based correction instructions (TCIs).

The Download Service is part of SAP Solution Manager 7.2, however, as it’s a basis component

any ABAP system can be used as download service system. You can connect other systems to

the download service system via RFC.

Documentation - SAP NetWeaver Download Service

https://help.sap.com/viewer/9d6aa238582042678952ab3b4aa5cc71/7.5.15/en-

US/7cd5bc1666824b3eba96e8a79dd2055e.html

2019-09

https://help.sap.com/viewer/9d6aa238582042678952ab3b4aa5cc71/7.5.15/en-US/7cd5bc1666824b3eba96e8a79dd2055e.html



2019-09

Note

CI TCI

SAP Support Portal Download Service System Other ABAP systems

Get it via

SNOTE

Get it via

manual

Download

or

Download

Service

SNOTE / SPAM

SNOTE / SPAMCI only

Webservice RFCDownload Service

Application

CI + TCI CI + TCI



Required correction notes

Note 2456654 - Adjustment of SAP NetWeaver Download Service for new download locations

Note 2503500 - Proxy configuration for SAP NetWeaver Download Service

with manual implementation activities

➢ Valid for (=minimal possible version) SAP_BASIS 700 SP 32-34, 701 SP 17-19, 702 SP 17-19,

710 SP 19-22, 711 SP 14-17, 730 SP 13-17, 731 SP 14-20, 740 SP 9-17, 750 up to SP 9,

751 up to SP 3, 752 w/o SP

Note 2554853 - SAP NetWeaver download service for SAP Notes

Note 2618713 - SNOTE: Timeout during download of SAP Notes via SAP Download Service

Note 2681011 - Download Service: Missing method implementation in unit test class

➢ Solved with (= recommended version) SAP_BASIS 700 SP 36, 701 SP 21, 702 SP 21,

710 SP 23, 711 SP 18, 730 SP 19, 731 SP 23, 740 SP 20, 750 SP 11, 751 SP 6, 752 SP 1

2019-09








Activation

On a Download Service System:

1. Maintain S-User and execution parameters using transaction SDS_CONFIGURATION

Required roles SAP_BC_SDS_CONF_ADMIN respective SAP_BC_SDS_TASK_USER

2. Install client certificates according note 2620478 using transaction STRUST

3. Adapt proxy settings (if required)

4. Configure HTTPS service (if required)

5. Set up download directory (if required)

6. Set up SL protocol service (if required)

On other managed systems:

➢ Create RFC Destination pointing to the Download Service SystemRequired authorizations for remote user see next slide

On all systems:

➢ Configure applications like SNOTE or LMDB to use the Download Service locally or remotely

2019-09

https://help.sap.com/viewer/9d6aa238582042678952ab3b4aa5cc71/7.5.15/en-US/0f9d14587b7f443e856a897366b31f1b.html

https://help.sap.com/viewer/9d6aa238582042678952ab3b4aa5cc71/7.5.15/en-US/c9fb969d0faf4653a8fb9bc884aefa01.html

https://help.sap.com/viewer/9d6aa238582042678952ab3b4aa5cc71/7.5.15/en-US/aa8926acbdf545efbac03a6b682a7bf9.html

http://help.sap.com/disclaimer?site=https://launchpad.support.sap.com/#/notes/2620478

https://help.sap.com/viewer/9d6aa238582042678952ab3b4aa5cc71/7.5.15/en-US/51a5fe8c646a4d43943ee7f510f247cf.html

https://help.sap.com/viewer/9d6aa238582042678952ab3b4aa5cc71/7.5.15/en-US/19e2bd7492064fc3a6bc1364c0032157.html

https://help.sap.com/viewer/9d6aa238582042678952ab3b4aa5cc71/7.5.15/en-US/607087b913b34ff893fa63f45f968a30.html

https://help.sap.com/viewer/9d6aa238582042678952ab3b4aa5cc71/7.5.15/en-US/3a88f2f2e35d4bf0bb8c995addd8a78d.html



Activation

Required authorizations for remote user in Download Service System inspired by role SAP_BC_SDS_TASK_USER / authorization trace using transaction STAUTHTRACE

2019-09

Authorization

objectField 1 Value 1 Field 2 Value 2 Field 3 Value 3

S_RFC RFC_TYPE FUGR RFC_NAME

SDS_APPLICATION

STC_TM_API

STC_TM_FUNCTIONS

ACTVT 16

S_RFC RFC_TYPE FUNC RFC_NAME FUNCTION_EXISTS ACTVT 16

S_BTCH_ADM BTCADMIN Y

S_BTCH_JOB JOBACTION RELE JOBGROUP ' '

S_CTS_ADMI CTS_ADMFCT EPS1

S_DATASET PROGRAM CL_SDS_* ACTVT 06, 33, 34 FILENAME /usr/sap/trans/EPS/in/*

S_PROGNAM P_ACTION BTCSUBMIT P_PROGNAM STC_TM_PROCESSOR

S_SDS_MGR ACTVT 03, 16, 23 SDS_FUNCT DOWNLOAD

S_TC ACTVT 03, 16 STC_SCN SAP_BASIS_DOWNLOAD_SERVICE



Configuration for SNOTE

Use report RCWB_SNOTE_DWNLD_PROC_CONFIG to configure the RFC Destination:

➢ In the download service system, use NONE

➢ In the managed systems, use the RFC connection pointing to the download service system

If not available yet, you get this report via note 2576306 (complete via TCI) respective

note 2508268 (with manual implementation steps)

2019-09





Configuration for LMDB

Note 2756210 - Configuration of SAP Netweaver Download Service for LMDB Content import

automation

2019-09



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