Use this title slide only with an image SAP Incidents & Support Tools SAP Product Support with City of Mississauga Public.

Use this title slide only with an image

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.

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