Chaper 13

System Administration Made Easy 131
Chapter 13: Remote 8ervices

Contents
Overview................................................................................................................132
The Online Service System..................................................................................132
Useful Online Service System Notes ..................................................................133
Connecting to the Online Service System .........................................................133
Solving a Problem with the Online Service System................................................136
Obtaining the Complete Error Message..................................................................136
Finding Notes in the Online Service System ..........................................................137
Entering Customer Messages (Problems) into the Online Service System .........1311
Getting Status on Your Message..........................................................................1316
Opening a Service Connection .............................................................................1322
Registering a Developer and an Object ............................................................1326
Registering a Developer .......................................................................................1326
Registering an SAP Object ...................................................................................1330
Retrieving Files from SAP, SAPSERV4.............................................................1333
Connecting to SAPSERV4 Using a GUI (NT).......................................................1334
An Example of an FTP Client................................................................................1335
Connecting to SAPSERV4 Using the Command Prompt .....................................1336
Connecting at the Command Prompt ...................................................................1337
Downloading Files.................................................................................................1339
Partial Organization of SAPSERV4 ......................................................................1340
Unpacking a CAR File...........................................................................................1343
Special Online Service System Notes...............................................................1344
SAPNet .................................................................................................................1345
Available and Resources and Functions ..............................................................1345
EarlyWatch Session............................................................................................1346
Chapter 13: Remote Services

Overview
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Overview
Remote Services is a compilation of SAP services that are available to the customer via
remote access to SAP, or available to SAP for remote access to the customers system.
The Online 8ervice 8ystem
The Online Service System 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 making changes to SAP objects
< Open a service connection that allows SAP personnel to log on to your system(s) when
solving a problem or performing an EarlyWatch session
< Retrieve patches from SAP
< Other
Periodically, the Online Service System user interface changes as the Online Service System
is upgraded. Therefore, screens may not appear as shown in this book, or be the same over
time.
If you have an ISDN connection, the telephone bill can become very high. ISDN is
normally billed by the minute of connect time. Manage the time that you are connected
to Online Service System, or you could get a large phone bill for your Online Service
System connection.
Check with your networking person or company about how your Online Service System
connection is configured. Some will hold the ISDN connection open even if there is no
traffic. This could result in an even larger phone bill.
Prerequisites
< The Online Service System connection is set up and working
SAProuter is installed and configured
OSS1 technical settings have been configured
< You have a valid Online Service System user ID and password for your company
Useful Online Service System Notes
R/3 System Administration Made Easy
133
Useful Online 8ervice 8ystem Notes
Online
Service
System
Note #
Description
32789 OSS Quick reference sheet
33221 Easy to Use guide for transaction OSS1 SAPSERV4
Connecting to the Online 8ervice 8ystem
Guided Tour
1. In the Command field, enter transaction OSS1 and choose Enter.
2. Choose Logon to the SAP Online
Service System.
Once you pass this screen, the Online
Service System connection is open,
and the ISDN billing meter is
running.
3. Select 1_PUBLIC.
4. Choose Continue.
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Connecting to the Online Service System
Release 4.0B
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11. Enter your Online Service System
user ID in User (for example,
S0000123456).
12. Enter your Online Service System
password in Password.
13. Enter your language preference, if
other than English, in Language
(for example, E for English).
14. Choose Enter.
9. On the copyright and information
screen, choose Continue.
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135
This screen shows System News.
We recommend that you
periodically review these
headlines to see if any apply to
your systems configuration.
10. Choose Continue.
11. The Inbox is the main Online
Service System screen.
12. Throughout the remainder of this
chapter, this screen is repeatedly
referenced as the first screen of
each process.
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8olving a Problem with the Online 8ervice 8ystem
The Online Service System contains a large database of problem notes. If you have a
particular problem or question, you should first search the online documentation, then
search these notes. You can also access Online Service System notes through SAPNet (see the
SAPNet section later in this chapter).
Obtaining the Complete Error Message
Guided Tour
When you get an error message in an R/3 transaction, you need all the information on the error to forward
to SAP. To get the complete error message, do the following:
1. When an error occurs, the field
with the error is highlighted.
2. Double-click on the error message.
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137
3. The error message appears in the
popup window.
4. Record the relevant information
from the screen to send to SAP.
Finding Notes in the Online 8ervice 8ystem
Guided Tour
1. On the main Online Service
System screen, choose Gen.
functions.
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2. Choose Notes.
3. Choose Find.
15.
4. Enter the search parameter(s) (for
example, sapserv4).
Additional search parameters
include:
< Keywords with and/or logic
< Release number
< Component
< Note number
< Priority
< Category
5. Choose Find.
16.
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139
Note: If the search is too broad, a warning message appears before listing all matching entries.
6. From this screen, you have two
options:
< Option 1: To view all matching
entries, choose Yes.
< Option 2: To go back to the
previous screen and refine the
search parameters to narrow the
results, choose No.
In this example, we chose Yes to
list all 548 entries.
7. Select a note to view (for example,
19227).
8. Choose Choose.
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From this screen, you can read the
note online or download it to you
local PC.
Once you download the note to
your PC, you can print the note
using a text editor or word
processor.
17. To download the note to your PC,
choose System List Save
Local file.
Another way to download a note to
your PC is to enter %pc in the
Command field.
18. Select unconverted.
19. Choose Enter.
In the following step, a suggested
filename is the note number + a short
text description.
20. Enter <drive\path\filename>
in File name.
21. Choose OK.
22. Once on your local computer, you can view and print the file using a text editor or word processor.
12
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Entering Customer Messages {Problems} into the Online 8ervice 8ystem
If you have searched both the online documentation and the Online Service System notes,
but not found the answer to your question or problem, then you should submit an Online
Service System message for assistance.
The Online Service System message function is not meant to replace consulting. Messages
entered into Online Service System are 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 will be advised to seek consulting assistance.
Include as much information as possible in your message, so the Online Service System
Hotline consultants will be able to best help you. Indicate where in the online
documentation you have searched and the individual Online Service System notes you have
reviewed. Assign your message a priority according to the following table:
Priority Situation
Very High Only for system or application shutdown in your productive system, or in
a nonproductive system during a critical project phase.
These messages are reviewed by an Online Service System consultant
within 30 minutes of arrival. If the problem does not fall within the defined
description for a very high priority problem, the priority is immediately
reduced.
Do not assign a message this priority if you cannot be available to receive a
call back from SAP. If SAP attempts to call you and you cannot be reached,
your message may be downgraded.
High When important applications or subprograms fail in function, or for a
system shutdown in a nonproductive system.
Medium For errors with less serious consequences than the above two cases.
Operation of the productive system is not seriously affected.
Low For minor errors, errors in documentation, typographical mistakes, etc.
Use care when assigning a priority to your message. If the problem does not meet the
criteria for Very High and you assign the message a Very High priority, this will not
guarantee a quicker response time.
The following list comprises hints for message content that improve total problem
resolution time:
Component
< Assign the specific component, if you know it. If you do not know it, do not assign to a
detailed component level (for example, assign to level 3, BC-CCM-PRN rather than a
level 4 BC-CCM-PRN-DVM). The Online Service System Hotline consultant can assign a
Release 4.0B
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specific component for you. Keep in mind, time is lost if you assign the message to a
wrong component and it is forwarded to the incorrect person.
< Be aware that the cause of the problem may be in an area other than the module you are
working on.
Short text
< CBS customers should enter CBS as the first three characters, then write a short
description of the problem (for example, CBSprinter creation failure, error XXXX).
Problem description
< Be as clear and descriptive as possible.
The better information you have, the better the results.
< Provide enough data so that Online Service System Hotline personnel will not have to
ask additional questions to obtain the necessary data before beginning work on your
problem:
If there is an error message, enter it exactly as it appears.
Provide the transaction or menu path describing where the error or problem
occurred.
Indicate if the problem can be duplicated on your test system.
Describe the circumstances that created the problem.
Describe anything unique about the data entered in the transaction where the
problem occurred.
List the Online Service System notes that have been reviewed and what notes have
been applied, as related to the problem.
List what actions and research you have already performed.
< The following examples are messages in which the Online Service System hotline
requires more information before beginning on the problem:
FB01 does not work
The system is slow
Keep your system technical information in Online Service System current and correct.
This information is used by the Online Service System hotline in working on your
problem.
1313
Guided Tour
System screen, choose Messages.
2. Choose Create.
23. Double-click on the line that
describes your system (for
example, NT/INTEL).
This screen may not appear in
your system.
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From the message entry screen:
24. Verify phone and fax numbers.
25. Verify the R/3 release (required).
26. Verify the system type (required).
27. Enter the Component area
(required) where the error
occurred.
A possible entries pulldown is
available.
28. Select the priority (see the table in
this chapter for a list of priorities
1311.)
29. Enter a short description
(required) of the problem.
For CBS customers, enter CBS in
the first three positions of the text.
30. Provide, where possible:
< Transaction code and/or menu
path
< Program name
< Error message
31. Describe the sequence of your
actions as precisely as possible.
32. Describe any modification(s) you
made to the standard system.
33. Provide remote access
information:
< System ID
< Client number
< User ID
< Type of connection
To control access to your system, request that you be contacted to get the password and to
open the Online Service System connection.
34. Choose Save.
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35. Choose Yes to send the message.
36. The Status changes to Sent to SAP.
37. A message number will be
displayed on the message line.
Record the message number. In
future discussions with SAP you
may need to reference this
number.
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Getting 8tatus on Your Message
The response to your message is often in the form of an electronic message rather than a
telephone call. Thus, it is important to monitor the status of your messages.
Guided Tour
1. On the main Online Service System
screen, choose Messages to view the
status of your message.
In process by SAP is where an Online
Service System consultant is working on
your message.
Inquiry from SAP is where the Online
Service System consultant has a
question for you. To resolve the
problem you need to respond in a
timely manner.
Solution provided by SAP is where the
Online Service System consultant has
proposed what they feel is a solution to
your message.
2. Choose Inquiry from SAP.
38.
3. Double-click on your message.
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From this screen, there are four tasks that
should be completed in the following order:
4. Action log View the current status and
stages through which the message has
passed.
5. Long text View the full text message,
the original message, and all subsequent
messages sent and received.
6. Display <-> Change Reply to the
inquiry.
7. Confirm Close the message if you are
satisfied with the response.
Review the Action Log
1. Choose Action Log.
2. Review the action log.
3. Choose Close.
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Display Long Text
1. Choose Long text.
2. Review the message.
3. Choose Back.
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Display <-> Change
1. Choose Display <-> Change.
2. Choose Supplementary info to reply to
the message.
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3. Enter your reply to the SAP message.
4. Choose Back.
5. Choose Send to SAP.
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Confirm
1. Choose Confirm.
2. Choose Yes.
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Opening a 8ervice Connection
What
A service connection allows OSS Hotline and EarlyWatch personnel to access your system
remotely.
Note: For security reasons, the customer opens this connection. SAP cannot access the
customers system until the customer opens the connection.
Why
< Online Service System Hotline personnel use the connection to remotely examine and
diagnose your system while investigating your question or problem.
< EarlyWatch consultants use the connection to remotely review performance and system
configuration.
Note: You can only specify the length of time for a connection to remain open, not the
start time.
To manage your telephone expense, request that the Online Service System consultant call
to request that the connection be opened at a specific time for a specified duration. Then
open the connection at the time they request.
Order of Access to 8ystems
< Try to first duplicate the problem in your development or test server, and have SAP
access that server first.
< As a last resort, and only if the problem cannot be duplicated on the development or test
server, grant access to the production server.
Why
Problem solving may require making an entry into the system to observe the problem.
Testing is not an activity that should be done in the production system. Entering test data,
even if reversed, could affect operational statistics.
If the problem is basis related, an accident could result in a disaster.
1323
Guided Tour
To open an Online Service System service connection:
System screen, choose Service.
39.
2. Choose Service connection.
3. Choose Service connection.
40.
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4. Select the <SID> of the system (for
example, ABB) to open the
connection to.
5. Choose Choose system.
6. Under Connections, select the
appropriate type of connection
(normally it will be, R/3 Support).
7. Choose Create/open.
8. Enter the duration of the
connection (in Days and hours).
9. Choose Save.
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The service connection is opened immediately. The facility does not exist to specify a start time
to open the connection.
10. The connection status is shown.
10
Registering a Developer and an Object
Release 4.0B
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Guided Tour
Whenever the developer attempts to
change an SAP object, they see this
screen. The developer needs to
perform two tasks from their screen:
Task IRegister Developer
(Note: Once a developer has a key,
this step does not have to be
repeated.)
A. User name (provided by the
developer to the administrator)
Task IIRegister Object
B. the Object (The information for all
three fields will be provided by
the developer to the
administrator.)
The following step-by-step procedure
shows how access keys are obtained
for both the developer and object.
Registering a Developer
Why
Only developers registered with SAP can make changes to SAP objects. Restricting access to
registered developers provides a record of who has made changes to the system.
Note: In the following step-by-step procedure, the system administrator completes
steps 17, and the developer completes the final step.
A
B
1327
Guided Tour
To register a developer:
System screen, choose Registration.
2. Choose Register developer.
41.
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3. Select the system, for example, R/3
Basis Product (Oracle).
4. Choose Choose.
5. Enter the user ID of the developer
in User.
6. Choose Register.
7. Record the key number for the
developer.
Note: Write down the key or use the copy and paste function and give it to the developer.
5
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1329
8. In the developer Access key field,
the developer enters the key
received from the system
administrator.
The easiest way to enter the developer key is to use the copy and paste function. Copy
and paste can be done either from screen to screen or into an intermediate file using a
text editor, such as Notepad (NT) or vi (UNIX).
8
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Registering an 8AP Object
Why
Registering an SAP object provides a record of what SAP objects have been modified by the
customer. The assumption is made that if you requested an object access key, you will be
modifying the object.
If the customer modifies an object and certain problems arise, then resolving the problem
may be the customers responsibility. If an object is not modified and certain problems arise,
then resolving the problem is SAPs responsibility.
Note: In the following step-by-step procedure, the system administrator completes
steps 19, and the developer completes the final step.
Guided Tour
To register an SAP object:
System screen, choose Registration.
42.
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2. Choose Register Objects.
43.
3. Select the system, for example, R/3
Basis Product (Oracle).
This screen may not appear in
your system.
4. Choose Choose.
5. Select Advance correction only if the
change that is being made is an
SAP-provided advanced
correction, such as via an Online
Service System note.
6. Enter the PGMID (Program ID),
Object, and Name of the object (for
example, R3TR PROG
RSP00041).
These three values are provided to
you by the developer. See the
Enter user and SAP object key screen
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on page 1326.
7. Enter the SAP release (for example,
40B).
8. Choose Register and deliver the
key to the developer.
9. Record the key number for the
object.
Note: Write down the key or use the copy and paste function and give it to the developer.
10. Enter the object key in Access key.
The easiest way to enter the developer key is to use the copy and paste function. Copy
and paste can be done either from screen to screen or into an intermediate file using a
text editor, such as Notepad (NT) or vi (UNIX).
9
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Retrieving Files from SAP, SAPSERV4
1333
Retrieving Files from 8AP, 8AP8ERV4
What
SAPSERV is a series of servers that contain patches and other files that are provided by SAP
for customers to download. In this guidebook, we are specifically discussing the U.S. server,
SAPSERV4.
The difference between the various SAPSERV servers is the name, the IP address, and the
location.
Location IP Address Host Long Hostname
Walldorf 147.204.2.5 sapserv3 sapserv3.wdf.sap-ag.de
Foster City 204.79.199.2 sapserv4 sapserv4.sfo.sap-ag.de
Tokyo 194.39.138.2 sapserv5 sapserv5.tyo.sap-ag.de
Sydney 194.39.139.16 sapserv6 sapserv6.syd.sap-ag.de
Singapore 194.39.134.35 sapserv7 sapserv7.sin.sap-ag.de
Why
The following types of files are retrieved from SAPSERV4:
< Updates to the R/3 System kernel.
< Various patches (for example, R/3 System, database, SAPgui, and so on)
Where
If you cannot connect to SAPSERV4, you may not be on the machine where SAProuter is
installed!
The SAProuters at SAP are configured to only recognize their counterpart SAProuter at the
customer-end. Therefore, you must connect from the computer where the SAProuter is
installed and running.
UNIX
You must either:
< Physically be on the UNIX server where the SAProuter is installed
< Telnet to the same server
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NT
You must either:
< Physically be on the NT server where the SAProuter is installed
< Use a remote control program to take over the same server
How
You can connect to, navigate within, and download files from SAPSERV4 using:
< Command prompt
< Windows FTP GUI client
For ease of use and navigation, use an FTP GUI client to access SAPSERV.
Connecting to 8AP8ERV4 Using a GU {NT}
Using an FTP GUI client is much easier than using the command prompt.
For the purposes of this guidebook we are using only one of many FTP clients available on
the market. Other FTP clients are listed in the resources section of the appendix.
SAP does not endorse any particular product.
It is your responsibility to perform compatibility testing to determine if the software you
select functions on your system without conflict (for example, without crashing the system).
Prerequisites
Before attempting a connection to SAPSERV4 using a GUI, make certain that:
< The Online Service System connection to SAPSERV4 has been established, tested, and is
functional
< An FTP client is installed on the computer where the SAProuter is located
< The FTP client has been configured with the:
IP address of SAPSERV4, 204.79.199.2
Login user ID, FTP
User password <your e-mail address>
Directory to download files to on the client (optional)
1335
An Example of an FTP Client
Guided Tour
The following example of an FTP client is courtesy of Van Dyke Technologies.
1. Start the FTP client program.
2. Connect to SAPSERV4.
3. Navigate down the tree structure
to the directory that contains the
file(s) you need.
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4. In some directories, there are
informational files ( .message and
*.info) that we recommend you
download and read.
5. Select the file(s) you want to
download. Remember that *.CAR
(program) files must be
downloaded in binary format.
Connecting to 8AP8ERV4 Using the Command Prompt
Navigating in 8AP8ERV4
SAPSERV4 is a UNIX server.
< UNIX differences to remember for NT users are:
UNIX is a case-sensitive operating system, but NT is not. When navigating in
SAPSERV4 or downloading a file, you must enter the directory or filename exactly
as it is displayed (for example, Rel40B is not the same as rel40b).
UNIX commands differ from NT commands (for example, dir [NT] = ls [UNIX] ).
< Important UNIX commands:
ls List (similar to the dir command in NT and DOS)
cd Change directory (similar to the cd command in NT and DOS)
get Get or download a file
bin Switch to binary mode, to download programs
bye Log off
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Connecting at the Command Prompt
Guided Tour
Both UNIX and NT use a command prompt window, and the commands entered are the same. The NT
command prompt window is shown in the following example.
Before beginning the following step-by-step procedure, remember that the directory you
are currently in is the directory to which the file will be downloaded. If you want to
download the file to a different directory, change to that directory after you open the
command prompt window (step 1) and before you enter the FTP entry (step 2).
1. Open a Command Prompt window.
2. Enter ftp 204.79.199.2
In case your network personnel
put sapserv4 into the hosts file or
DNS, enter ftp sapverv4 after
the prompt.
In this example, the file(s) will
download to the root directory of
the C drive.
3. Enter ftp at the User prompt.
4. Enter your e-mail address at the
Password prompt.
5. From this screen, use the cd
command to navigate through the
directory structure.
A portion of the SAPSERV4
directory structure is provided at
the end of this chapter to help you
navigate within SAPSERV.
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6. Note the navigation commands
cd and ls.
This is the directory for Release 4.0b
HPUX Oracle
7. There are informational files
(.message and *.info) that we
recommend you download and
read.
The files indicated are only
examples.
8. Visually select the file you want to
download. You will enter the
filename in a later step.
Remember that *.CAR (program)
files must be downloaded in
binary format.
The files indicated are only for
example.
NT: Increase the screen buffer size by:
1. Choose My Computer Control Panel Console.
2. Then choose the Layout tab.
3. Under screen buffer size, increase the height to 100.
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Downloading Files
< Download patches, kernels, transports, and so on in binary format.
< Many of the files are in *.CAR archives. You need the CAR program to unpack these files (see Unpacking
a CAR file on page 1343).
Guided Tour
For text files ( .message and *.info),
skip to step 2.
1. For binary files, such as patches,
kernels, and transports (identified
by the .CAR extension),
type bin at the ftp prompt to
switch to binary mode.
2. Enter get <filename> to
download the file (for example,
get sapdba_60.CAR).
Remember that filenames are case
sensitive.
3. Press Enter.
4. Wait for the download to finish
and the ftp prompt to appear.
5. This screen shows an example of
an information file, in this case
dw.info (a text file containing the
patch level of the kernel).
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Scroll down to view a listing by patch
level of what is fixed in the kernel
patch.
Partial Organization of 8AP8ERV4
Not all directories on SAPSERV4 are listed or expanded. For those that are similar (release,
database, operating system), only one is expanded in detail.
Over time, the directory structure may change or be reorganized.
1341
general ----------------------------------------------------------for all corrections that generally apply to customers
3rdparty --------------------------------------------database and hardware specific
adabas
compaq
datageneral
db2
informix
mssql
oracle
sni (Seimens)
frontend
patches ----------------------------------patches to the SAPGUI
rel31H
rel31I
rel40A
rel40B
windows
win16
win32
rel45A
sapgui -----------------------------------released SAPGUI
apple
nt
30f
30f_r2
31G
31H
40A
pre_release
os2
win
saplpd (spool)
barcode
NT
WIN
LPRINT
alphaosf
hp
NT
rm600
rs6000
sun
WIN
NT
rel30F
rel31G
rel31H
rel40A
rel40B
rel45A
rel45B
WIN
R3server
abap
note.*-------------------------corrections specific to a note number
binaries
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A
NT
support
i386
UNIX
languages
Note.*-------------------------specific note numbers
patches -----------------------------------R/3 patches, where most of the downloads will be
COMMON ------------------Kernel, release-independent programs
NT
i386 ---this dir has car.exe, sappad.exe, tar.exe
OS400
UNIX
NT
ALPHA
I386 ---------------this dir has car.exe, sappad.exe, tar.exe
MSSQL
rel31H
rel31I
rel40A
rel40B -----------------------Kernel release, OS, hardware, db specific programs
NT
I386
MSS --------------MS SQLserver
ORA --------------Oracle
OS400
UNIX
AIX
DEC
HPUX
ORA
HPUX_SHM
RELIANT
SOLARIS
rel45A

R3server
abap
note.* corrections specific to a note number
binaries
1343
Unpacking a CAR File
What
A CAR file is a packaged file similar to a zip file. Like a zip file, a CAR file may contain
more than one file. SAP delivers transports, patches, and other programs and files in CAR
files. To use the contents of these files, you must unpack them using the program car.exe.
Prerequisites
1. You need the CAR program, car.exe
You can get car.exe from SAPSERV4 (for the latest version) or from the directory
NT: \usr\sap\<sid>\sys\exe\run\
UNIX: /usr/sap/<sid>/SYS/exe/run
If your version of the CAR program is older than six months, replace it with the latest
version.
2. Create an unpacking directory where you unpack files (for example, d:\sap\unpack).
3. Copy the file car.exe into this directory.
Unpacking a File
Guided Tour
To reduce confusion:
< Begin any unpacking session with only the car.exe program in the unpacking
directory.
< Handle only one CAR file at a time; complete everything for that file before going on
to the next file.
1. Copy the file to be unpacked into the
unpacking directory (for example,
file.car).
2. Open a command prompt window.
3. Change to the unpacking directory.
Special Online Service System Notes
Release 4.0B
1344
4. Execute the unpack command,
car xvf <file-name>
(for example,
car xvf sapdba_64.CAR).
The file will be unpacked into the
unpacking directory.
5. Move the unpacked files to where
you need them.
6. Clean the unpacking directory by
deleting all files, except the car.exe
file.
8pecial Online 8ervice 8ystem Notes
Online
Service
System
Note #
Function
19466 Downloading a patch from SAPSERVx
29372 Unpacking CAR archives
32789 OSS Quick Reference Sheet
33221 Easy to Use Guide for transaction OSS1
63786 FAQ Frequently Asked Questions: sapservX
63845 Corrections on SAPSERV4 searching for files
96885 Downloading a front-end patch from SAPSERVx
4
SAPNet
1345
8APNet
What
SAPNet is internet access to SAP resources that provide:
< Access to SAP resources
< An alternate method of accessing certain Online Service System functionality
SAPNet provides a backup connection for these Online Service System functions
SAPNet is not a replacement for an Online Service System connection.
SAPNet has a subset of functions available via the Online Service System connection. Some
of the missing functions are critical.
Available and Resources and Functions
8AP Resources
< White papers
< Release notes
< Media type material
< News
A selected tree listing of the contents of SAPNet is in appendix A.
Online 8ervice 8ystem Functions
< Notes search
< Hot Pack and Legal Change Pack downloads
< Obtaining developer keys
< Obtaining access keys for SAP objects
Online Service System functions that are not available:
< Entering and accessing problem messages (not available as of this writing, but available
soon)
< Service connection (primarily due to security concerns may never be available via
SAPNet)
< Patches: kernel, note-specific patches, GUI, etc.
How
1. Access SAPNet via www.sap.com
2. Choose Partner customer from the top menu.
3. Log on with your Online Service System user ID and password.
EarlyWatch Session
Release 4.0B
1346
When you find relevant or interesting items in SAPNet, bookmark these pages in your web
browser.
EarlyWatch 8ession
What
The underlying concept of EarlyWatch is to prevent problems before they occur or escalate.
EarlyWatch diagnoses a systems potential problems and resource bottlenecks so they can
be resolved in advance.
During an EarlyWatch session, performance experts log on to your system (into client 066)
to monitor its performance, review its configuration settings related to performance, and
recommend changes to your system. Analysis is done in five areas: R/3 configuration, R/3
application, server, workload, and database.
EarlyWatch is applicable only to the production system, not to the development system. The
goal is for satisfactory online performance, not background performance.
Any system other than the production system is difficult to tune to a moderate degree and
almost impossible to tune optimally. This is because the activity in a development or test
environment is not regular or consistent; development activity can vary greatly from week
to week.
Why
EarlyWatchs primary function is to improve the online performance of the production
system.
When
< A couple of months after going live
< After implementing significant changes to your system, such as:
New modules
Expansion of existing modules
Addition of significant numbers of users to the system
The effect of these three items is to increase the workload to the system, resulting in a
different workload than when the EarlyWatch session was done previously. Under these
conditions, the former EarlyWatch parameters may no longer be valid.
< After experiencing significant degradation of online performance
This condition should be a steady condition and not an intermittent spike.
EarlyWatch Session
1347
Note: The target response is less than 1 second, excluding network delay from the
users PC to the R/3 System. The network delay is outside the scope and control of SAP.
How
1. Contact SAP to arrange for an EarlyWatch session.
2. SAP America, Inc. EarlyWatch
600 East Las Colinas Blvd, Ste. 2000
Irving, TX 75039
Tel.: (800) 677-7271 or (972) 868-2094
FAX: (972) 868-2108
3. There are prerequisites to an EarlyWatch session and you will be advised of them.
4. The customer opens the Online Service System service connection to the production
system for EarlyWatch.
5. EarlyWatch connects to client 066 on the production system via the Online Service
System connection to gather data and record configuration. Client 066 is reserved
exclusively for EarlyWatch.
6. The customers system is analyzed and a report generated and sent to the customer.
Recommendations may be at any of three levels: R/3 System, database, and operating
system.
7. The customer reviews the report and recommendations.
If you have any questions about the report, discuss them with the EarlyWatch analyst. If a
recommended change seems drastic or does not make sense, discuss it with the analyst
before proceeding.
To the best of your ability, try to understand the recommendations made by EarlyWatch.
As a system administrator, the R/3 System is your responsibility.
8. After review, apply recommendations to your system.
9. Monitor your system for signs of problems.
EarlyWatch Session
Release 4.0B
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System Administration Made Easy 131

Chapter 13: Remote 8ervices

Chapter 13: Remote Services

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