sapnet r3 front end

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System Administration Made Easy 21 –1

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Overview ................................................................................................................21 –2

Useful SAP Notes..................................................................................................21–3

Connecting to SAPNet–R/3..................................................................................21–3

Researching a Problem with SAPNet-R/3...........................................................21–6

Registering a Developer or Object....................................................................21–22

Opening a Service Connection..........................................................................21–30



Chapter 21: SAPNet –R/3 Frontend

Overview

Release 4.6A/B 21–2

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SAPNet–R/ 3 Frontend [SAPNet-R/ 3 (formerly OSS)] is a group of services offered by SAP

that is used to:

< Search for solutions to problems

< Enter problem messages

< Register developers and objects before changing SAP objects

< Open a service connection

This connection a llows SAP personnel to log on to your system(s) when solving a

problem or performing an EarlyWatch session.

< Retrieve patches from SAP

Periodically, the SAPNet–R/ 3 user interface changes as the frontend is upgrad ed. Therefore,

screens may not app ear as shown in this book or be the same over time.

In this chap ter, you will learn how to:

< Connect to SAPNet–R/ 3

< Research problems about SAPNet–R/ 3

< Open a service connection

< Register a d eveloper and an object

If you have an ISDN connection, the telephon e bill can become high. ISDN is normally

billed “by the minu te” of connect time. Manage the time tha t you a re connected to

SAPNet-R/ 3, or you could get a large p hone bill for your SAP service connection.Check with your n etworking person or company about how your SAP service connection

is configured . Some will hold the ISDN connection open even if there is no traffic, which

could result in an even larger p hone bill.

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< The SAP Service connection must be set up and working

SAProuter m ust be installed an d configured

OSS1 techn ical settings m ust be configured

< You m ust have a valid SAPNet/ OSS user ID and password for your company




Useful SAP Notes

System Administration Made Easy21–3

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SAPNet R/3 – Note # Description

32789 OSS – Quick reference sheet

33221 Easy to Use gu ide for tran saction OSS1 – SA PSERV4

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1. In the Command field, enter transaction OSS1 and choose Enter .

2. Choose Logon to the SA P OnlineService System.

Once you pass th is screen, the SAP

service connection is open , and the

ISDN “billing m eter” is running.

3. Select 1_PUBLIC.

4. Choose Continue.

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Connecting to SAPNet–R/3


5. In User , enter your OSS/ SAPNet

user ID.

6. In Password , enter your password.

7. In Language, enter your language

preference (for example, DE forGerman). The default language is

English.

8. Choose .

This screen show s System News.

We recommend that you

periodically review these

head lines to see if any app ly to

your system’s configuration.

9. Choose Continue.

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Connecting to SAPNet–R/3


10. The Inbox is the main SAPNet–R/ 3

screen.

In the r est of this chap ter, this

screen is repeatedly referenced as

the first screen of each process.




Researching a Problem with SAPNet-R/3


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SAPNet-R/ 3 contains a large database of problem notes. If you have a p articular p roblem or

question, you should first search the online documentation, then search th ese notes. You can

also access SAP notes through SAPNet-Web.

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1. On the main SAPNet–R/ 3 screen,

choose Gen. functions.

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2. Choose Notes.

3. Choose Find.

4. Enter the search pa ram eter(s) (for

example, sapserv4).

Additional search parameters

include:

a. Keywords with and / or logicb. Release number

c. Component

d. Note number

e. Priority

f. Category

5. Choose .

By using a combination of parameters,

you can search for:“High p riority” notes

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< R/ 3 Release 4.0B and higher 5

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4a

4a

4a

4b

4c

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If the search is too broad , a warn ing message app ears.

6. If the warning window appears,

you have two options:

< Option 1: To view all

matching entries, choose Yes.

< Option 2: To return to the

previous screen and r efine the

search param eters or to

narrow the results, choose No.

In this example, we chose Yes

to list all 532 entries.

7. Select a note (for examp le, SAP

note 0016663).

8. Choose .

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From this screen, you can read the

note online or down load it to your

local PC. Once the n ote is

dow nloaded to your PC, print it

using a text editor or word

processor.

9. To dow nload the note to your PC,

from the menu bar, choose

System → List → Save → Local file.

You can also dow nload a n ote to

your PC by entering %pc in the

Command field.

10. Select unconverted .

11. Choose .

12. In File name, enter

<drive\path\filename>.

A suggested filename is the note

num ber and a short text

description.

13. Choose Transfer.

14. Once the file is dow nloaded to your local compu ter, you can view and print the file using a text editor

or a word processor.

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If you have searched both the online docum entation and SAP notes and not found th e

answer to your qu estion or problem, then subm it a SAPNet m essage.

The SAPNet message function does not rep lace consulting. Messages entered into SAPNetare for reporting and getting resolution on SAP problems or bugs. If a message is

interpreted as a request for consulting information, it will be returned to you, and you w ill

be ad vised to seek consu lting assistance.

Includ e as mu ch informa tion as possible in your message, so the SAPNet H otline

consultants will be able to best help you . Ind icate wh ere in the online docum entation you

have searched and the individua l SAP notes you have reviewed . Assign your m essage a

priority from the following table below:

Priority Situation

Very High < In your prod uction system, only for system or application

shutdown

< In your nonpr odu ctive system, du ring a critical project phase

These messages are reviewed by an On line Service System/ SAPNet

consultant w ithin 30 minu tes of arrival. If the p roblem d oes not fall

within the d efined description for a “very high” p riority problem,

the pr iority is imm ediately reduced.

Do not a ssign a message this pr iority if you cannot be available to

receive a call back from SAP. If SAP attem pts to call you an d you

cannot be reached, your m essage may be dow ngraded.

High This priority is for situations w hen importan t applications or

subp rogram s fail in function, or for a system shu tdow n in a

nonproductive system.

Medium This priority is for errors w ith less serious consequences than the

above two cases, wh ere the operation of the prod uctive system is

not seriously affected.

Low This priority is for m inor errors, such as docum entation errors,

typograp hical mistakes, etc.

Use care when assigning a p riority to your m essage. If the problem does not m eet the Very

High criteria, assigning the message this priority will not guaran tee you a quicker response

time.






The following list contains hints tha t can imp rove total problem resolution time:

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< If you know the specific componen t, assign it.

If you d o not know it, do not assign to a d etailed comp onent level (for examp le, assign itto level 3, BC-CCM-PRN rather than a level 4 BC-CCM-PRN -DV M ). The SAPN et Hotline

consultant can assign a specific componen t. If you assign the m essage to a wron g

component, and it is forward ed to the incorrect person , time is lost. It will take that

mu ch more time to resolve your problem.

< Be aware that the cause of the problem m ay be in an area other than th e mod ule you are

working on.

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< Be clear and descriptive.

The better the information you p rovide, the better the resu lts. Information that is clear to

you m ay not be clear to the hotline consultant.< Provide enough d ata so that SAPNet H otline personn el will not have to ask add itional

questions before beginning w ork on your p roblem:

Examp les of complete data includ es:

If there is an error message, enter it exactly as it appears.

Provide the transaction or menu path d escribing where the error or problem

occurred.

Indicate if the problem can be dup licated on you r test system.

Describe the circum stances that created the problem.

Describe anything unique abou t the data entered in the transaction where the

problem occurred. List which problem-related SAP notes that have been reviewed and wh ich notes

have been app lied.

List which actions and research you have already p erformed.

< The following examp les are messages in w hich the SAPNet hotline requires more

information before beginning on the problem:

“FB01 does not work.”

“The system is slow.”

Keep your system technical information in SAPNet current and correct. This information

is used by hotline personnel when they w ork on your p roblem.






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choose Messages.

2. Choose Create.

3. Select you r system <SID> (for

example, SAS).

Depend ing on your installation,

this screen may not app ear.

4. Choose .

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From the m essage entry screen:

5. Verify phone and fax nu mbers.

6. Verify the R/ 3 release (required).

7. Verify the system type (required).

8. Enter the Component area where

the error occurred (required ).

You can also choose to make a

selection.

9. Select the priority (see the table on

page 21–10 for a list of pr iorities.)

10. Enter a shor t description of the

problem (required).

11. Provide, where possible, the

following information:< Kernel patch level

< Kernel release

< Transaction code or menu path

< Program name

< Error message

12. Describe the sequence of your

actions as precisely as possible.

13. Describe any m odification(s) you

mad e to the standard system.

14. Provide the following r emoteaccess information:

< System ID

< Client number

< User ID

< Type of connection

15. Choose Save.

To control access to your system and man ge how long the service connection is open, request

that you be contacted to:

< Get the password

< Open the SAP service connection

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16. Choose Yes.

17. The Status changes to Sent to SAP.

18. A m essage number appears on the

message line. Record the m essage

number, because in the futu re, you

may need to reference it.

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The response to your message is often in the form of an electronic message rather than a

telephone call. It is, therefore, important to mon itor the status of you r m essages.

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choose Messages to view the status of

your message.

In this section, you can choose one of

the following options:

a. New at SA P is wh ere the message

has been sent to SAPNet but not

picked up yet by a SAPNet

consultant.

b. In process by SAP is where an

SAPNet consultant is working on

your message.

c. Inquiry from SAP is wh ere the

SAPNet consultant has a qu estion

for you. To resolve the p roblem, you

need to respond in a timely man ner.d . Solution proposed by SAP is where the

SAPNet consultant has p roposed

wh at they feel is a solution to your

message.

2. For this example, we have a message in

Solution proposed by SAP, so choose this

option.

3. Double-click on your message.

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From this screen, there are four tasks that

should be comp leted in the following ord er:

4. Action log – View the curren t status and

stages throu gh which the message has

passed.

5. Long text – View the full text message,

the original message, and all subsequent

messages that have been sent and

received.

6. Reopen – Reopen the m essage, if you are

not satisfied with the prop osed solution.

7. Confirm – Close the message if you are

satisfied w ith the response.

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1. Choose Action Log.

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2. Review the action log.

3. Choose Close.

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1. Choose Long text .

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2. Review the message.

3. Choose Back .

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1. Choose Reopen.

2. To provid e a reason wh y the problem is

being reopened , choose and select a

reason.

3. Choose Reopen.

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4. Choose Additional info to reply to the

message.

5. Enter your reply to the SAP message.

6. Choose Back .

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7. Choose Send to SA P.

8. A message app ears in the status bar

indicating the m essage has been

changed.

9. Choose Back .

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1. Choose Confirm.

2. Choose Yes.

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Registering a Developer or Object


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To mod ify an SAP object, both the developer and the object that is to mod ified need s to be

registered with SAP. A developer, once registered for the installation, does not h ave to

register again . Similarly, an SAP object once registered for the installation, does not have to

be registered again. It is for this reason th at on the registration screen either or both the

developer or object access key wou ld be requ ired.

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Only an SAP-registered developer can make changes to SAP objects. Restricting access to

registered d evelopers provides a record of wh o has mad e changes to the system.

Registering an SAP object prov ides a record of which SAP objects have been m od ified bythe customer. The assum ption is that if you requested an object access key, you w ill be

modifying the object.

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See the following sections for registering a developer and registering an SAP object.

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To mod ify an SAP object, the d eveloper need s to be registered w ith SAP. A d eveloper, once

registered for the installation, does not h ave to register again.

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Only an SAP-registered developer can make changes to SAP objects. Restricting access to

registered d evelopers provides a record of wh o has mad e changes to the system.

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In the following procedu re:

1. The developer requests a developer key

2. The system adm inistrator obtains the key

3. The developer enters the key




Registering a Developer or Objec


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1. This screen is seen by thedeveloper when a developer key is

required.

a. If the developer Access key is

blank, you need to obtain a

developer access key.

b. Give the developer User name

(2) to the system adm inistrator

to get a developer access key.

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1. From the main SAPNet–R/ 3

screen, choose Registration.

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a

b






7. Record the key number for the

developer.

Write down the key, or use the

“copy and paste,” function and

give the key to the developer.

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In the development system:

1. In the User name Access key field,

the developer enters the key

received from the system

administrator.

The easiest way to enter the d eveloper key is to use “copy and paste.” This function can

be done either:

< From screen to screen

< Into an intermed iate file u sing a text editor, such as N otepad (NT) or vi (UNIX)

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Registering an SAP object prov ides a record of which SAP objects have been m od ified by

the customer. The assum ption is that if you requested an object access key, you w ill be

modifying the object. If the customer modifies an object and problems arise, resolving the

problem may be the custom er’s responsibility. If an object is not mod ified and problems

arise, resolving the p roblem is SAP’s respon sibility.

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In the following procedu re:

1. The developer requests a developer key

2. The system adm inistrator obtains the key

3. The developer enters the key

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1. This screen is seen by the

developer w hen an object key is

required:

a. If the object Access key is blank,

you n eed to obtain an objectaccess key.

b. Give the three object fields to

the system ad ministrator (for

example, R3TR, PROG,

RSPARA M).

All three fields are requ ired to

obtain th e object key.

c. If you are in a mixed release

environm ent, also give the system

administrator the SAP Release forthe system.

a

b

c






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choose Registration.

2. Choose Register Objects.

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3. Select the insta llation (for

example, 820014122-R/3 S AP Tech

Installation –NT/In tel/MSSQLSRV ).

This screen m ay not ap pear in

your system.

4. Choose .

5. Select SAP patch only if the change

that is being m ade is an SAP-

provided advanced correction,

such as via an SAP note.

6. Enter information in the following

fields:

< PGMID (Program ID)

< Object

< Name of the object (for

example, R3TR PROG)

RSP00041).

These three values are provided to

you by the developer. (For more

information, see the Enter user and

SA P object key screen on page 21–

22.)

7. Enter the SA P release (for example,

46A ).

8. Choose Register and deliver the

key to the developer.

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9. Record the key number for the

object.

Write down the key or use “copy

and paste” and give the key to the

developer.

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The developer comp letes this step:

1. In Access key, the developer enters

the object key received from thesystem administrator.

The easiest way to enter the d eveloper key is to use the “copy and paste” function. Copy

and paste can be don e either from screen to screen or into an interm ediate file using a

text editor, such as Notepad (NT) or vi (UNIX).

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Opening a Service Connection


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A service connection allows SAPNet/OSS Hotline an d EarlyWatch personn el to remotelyaccess your system.

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The customer opens this connection.

SAP cannot access the customer’s system u ntil the customer op ens the connection.

The service connection functionality is not available via SAPNet-web.

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< SAPNet H otline personnel use the connection to remotely examine and diagnose you r

system wh ile investigating your question or problem.

< EarlyWatch consultants use the connection to remotely review performance and system

configuration.

1RWHYou can only specify the length of time for a connection to remain open, not the

start time.

To schedu le the time w hen a service connection w ill open, you m ust ap ply SAP note

170102. This note is va lid back to Release 3.1G.

To man age your telephone expense:1. Request that SAPNet consultants call to request that the connection be opened at a

specific time for a specified duration.

2. Open the connection at the time they request.

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< Try to first dup licate the problem in your d evelopm ent or test server, and have SAP

access that server first.

< As a last resort, and only if the problem cannot be dup licated on the developmen t or test

server, grant access to the prod uction server.

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Problem solving may requ ire making an entry into the system to observe the problem.

Testing is not an activity that should be done in the prod uction system. Entering test data,

even if “reversed ,” could affect operational statistics. If the p roblem is basis related, an

“accident” could resu lt in a d isaster. The Service Connection function has changed in

September 1999.






Review the following SAP n otes for further informa tion:

SAP Note Description

31515 Service conn ections169296 Integra ting service connections into maintain system data

169329 New functions in the SAPNet as of 09/ 05-06/ 99

170102 Au tomatic open ing of a service connection

171569 Mainta ining service connection in system data ma intenance2

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To open a serv ice connection:


choose Service.

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2. Under Service, choose Service

connection.

3. Under Service Connection, choose

Service connection.

4. Scroll dow n to find your system.

Depend ing on your installation,

this screen will be different.

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5. Select the <SID> of the system to

open th e connection to

(for example, SA S ).

6. Choose .

7. Under Service selection, select R/3

Support .

8. Choose .

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9. To select the user contact,

choose .

10. Under Connections, select the

app ropriate typ e of connection. (It

is usually R/3 Support ).

11. Choose .

12. Enter the du ration of the

connection (in Days an d Hours).

13. Choose Save.

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To schedu le the time w hen a service connection will open, you m ust ap ply SAP note 170102.

This note is va lid back to Release 3.1G.

14. The connection status is shown.

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