Getting Faster Resolution Times: Remote Support for BusinessObjects Customers - ASUG Virginia Chapter Meeting Session

[TammyPowlas]

timothy.coffman, SAP, gave a presentation the other week at the ASUG Virginia Chapter meeting on remote support for BusinessObjects customers. Why are remote support tools needed? Tim said they are needed for faster resolution times, less down time and allow SAP to connect to environment remotely.

Figure 1: Source: SAP

The first tool reviewed was NetViewer which is a screen share application.  The server is at SAP.  It provides application, file and screen sharing, remote control and encrypted data transfer.  It is used for solving support incidents.   Sessions can be recorded, if necessary.  The connection can be closed by the customer at any time.

Figure 2: Source: SAP

Figure 2 shows the SAProuter option.  It is an application gateway between SAP and customer network.  It is a tunnel between network to provide support. 

It provides the ability to work on the issue independently.  You do not need to be at the phone or at your desk for SAP to work on your issue.

Figure 3: Source: SAP

Figure 3 shows the connections.  Tim said they have 25 different connection types and Figure 3 shows a few.

Figure 4: Source: SAP

Figure 4 shows two implementation options.  Remote Support Component is for BusinessObjects only customers and it allows them to monitor and analyze their SAP BusinessObjects Enterprise system in detail.

If customers have other SAP products then they should use Solution Manager.

Figure 5: Source: SAP

Figure 5 shows the architecture of the remote support component.  A managed agent  installed on each SAP BusinessObjects BI Server that needs to be monitored. Figure 5 shows five agent installations one for each SAP BusinessObjects BI Server and one for each web application server. These agents collect performance and system data from the managed system and then send this data to the managing agent and CA Wily Introscope

CA Wily Introscope acts as an interface transmitting weekly service data to SAP where it is converted into an Early Watch Alert report. 

Next, Tim discussed high level key metrics.

Figure 6: Source: SAP

Tim explained that the triage dashboard shows what the application server is doing.

Figure 7: Source: SAP

The KPI dashboard in Figure 7 shows average response times and can send you alerts.  The yellow alerts show some areas of caution that could be a potential issue.

Figure 8: Source: SAP

Figure 8 shows the investigator tool which shows a single metric.

Figure 9: Source: SAP

Figure 9 shows the transaction tracer, drilling into a specific workflow, showing that it is taking a long time to return the query from the database.

Figure 10: Source: SAP

Figure 10 shows Early Watch reports. 

Section 3.2 shows version down to the fix pack level

Section 2.3 shows the hardware configuration including CPU count and RAM

Section 3.1 shows the date of the end of maintenance

Section 5.4.3 shows the configuration of services and recommended value settings.

The top right shows the overall traffic light assessment

In the middle right it shows a count of the installed services by type.

Links provided in presentation:

http://service.sap.com/bosap-support

http://service.sap.com/rsc

http://service.sap.com/remote-supportability

I have used the NetViewer and that is really attended remote support, as you have to be at your desk/machine at specific times with SAP.  The SAProuter allows for unattended remote support, making it simpler for you and your schedule.

I want to thank SAP's timothy.coffman kristen.scheffler and Jamie Bridwell for coming to the ASUG Virginia Chapter meeting.  I also want to thank ASUG Virginia Chapter Chair Rudy Hendricks for the work he and the other ASUG Volunteers did for this meeting.