use this title slide only with an image sap incidents & support tools sap product support with...
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SAP Incidents & Support ToolsSAP Product Support with City of Mississauga
Public
© 2014 SAP SE or an SAP affiliate company. All rights reserved. 2Public
Lloyd Goveia Support Engineer • AGS Product Support • Specializing in CRM and
Contact Center• 9+ Years @ SAP
John LeggioSupport Architect• AGS Product Support • Specializing in BPC (Planning
and Consolidation)• 8+ Years @ SAP
Rodrigo Benvenutti Support Engineer • AGS Product Support • Specializing in Materials
Management• 7+ Years @ SAP
Maria GrazianoSAP BASIS Administrator• City of Mississauga
Presenters
© 2014 SAP SE or an SAP affiliate company. All rights reserved. 3Public
1Creatinga perfect incident
2Support Tools
3Customer
Experience
Agenda
Creating a Perfect Incident
1Creatinga perfect incident
1. Have I opened system connections and updated secure logon data?
SAP can use several connection types, for example:
I. R3 enables log and trace analysis
II. WTS enables application sharing via Windows Terminal Server
III. HTTP based tools enables http access through various client tools
Checkpoints before submitting an incident to SAP:
Creating a Perfect Incident
1Creating a perfect incident
2. Is the information detailed enough?
I. Describe the problem accurately backed by all necessary details
II. Exact steps to reproduce the problem
III. When did the problem start happening
IV. Can it be reproduced in standard (without enhancements)
V. Screenshots of errors
Checkpoints before submitting an incident to SAP:
Creating a Perfect Incident
1Creating a perfect incident
3. Is the priority set according to priority guidelines in SAP Note 67739?
Carefully select the priority of my incident
I. All very high incidents require a business impact.
II. All questions must be answered.
4. Is my incident logged in the correct component?
Checkpoints before submitting an incident to SAP:
Support Tools
• Automated Note Search Tool (ANST)
• BI Platform Support Tool
• HANA Answers
2Support Tools
ANST• Searches Notes for specific problems/issues
• Finds relevant customizing tables and customer code
• Results filtered against support package
• Standard SAP_BASIS application
• Useful debugging tool
• FREE!
2Support Tools
ANST
2Support Tools
BI Platform Support Tool• JAVA based utility for diagnostics
• Used to inspect system configuration
• Perform root cause analysis
• Deliver performance optimization
• Self-help / Speed up incident processing and resolution
• FREE!
2Support Tools
BI Platform Support Tool
2Support Tools
HANA Answers• Content hub of HANA information
• Context-driven information access and sharing
• Crowd-sourced knowledge base
• Integrated with HANA Studio
• Collaborate based on interests
• FREE!
2Support Tools
HANA Answers
Toolbar MenuClick blue Answers icon to find content or ask questions. (F10 key works too!)
2Support Tools
HANA Answers ViewSource of valuable content and a connection to HANA network of experts
Customer ExperienceCity of Mississauga Interview
3Customer Experience
Additional InformationSAPRouter and Remote Supportability• https://support.sap.com/remote-support.html• https://support.sap.com/remote-support/saprouter.html
ANST• Note 1818192: FAQs Automated Note Search Tool• Note 1778716: Advanced Note Search Tool• Note 1915529: ANST: New transaction code
SAP BI Platform Support Tool• BI 4.x Platform Support Tool SCN Wiki – Info and download• BI 4.x Platform Support Tool - Deep Dive - ES Academy
SAP HANA Answers• https://Answers.SAPHANA.com• http://www.news-sap.com/new-tool-makes-using-sap-hana-breeze• http://scn.sap.com/community/hana-in-memory/blog/2014/06/01/how-to--
install-and-configure-sap-hana-answers-in-hana-studio
© 2014 SAP SE or an SAP affiliate company. All rights reserved.
Thank you