The Q2 2012 update of the SAP Enterprise Support Academy is now live. Within this update, the SAP Enterprise Support Academy takes the next step on its evolution to becoming the one-stop shop for access to SAP Enterprise Support services.

 

The SAP Enterprise Support Academy helps you to:

  • Easily access SAP Enterprise Support services through a dedicated platform
  • Up-skill your professionals to keep aligned with continuously changing business requirements
  • Build a successful interaction model between business and IT operations roles

 

The Q2 update adds new customer-centric functions and features and focuses on the following areas:

  • Role-based Access
    New, additional entry point to the SAP Enterprise Support Academy providing tailored access to relevant and popular service and content offerings through  the selected role.
  • QuickIQ Tutorials
    General availability of QuickIQ tutorials starting with SAP BusinessObjects topics; SAP HANA, SAP Solution Manager, SAP Enterprise Support and other topics will follow soon.
    QuickIQ tutorials are powered by SAP Workforce Performance Builder, SAP’s state-of-the-art product for recording context-sensitive help and creating software simulations.
  • Access to SAP Enterprise Support Services and Enablement Content
    Providing simplified access to Accelerated Innovation Enablement (AIE) expert sessions and Continuous Quality Checks & Improvement Services via the SAP Enterprise Support Academy.
  • User Experience
    Redesign of the SAP Enterprise Support Academy landing page and other pages for optimal user experience and productivity.

 

Many of these updates and improvements were based on highly appreciated direct customer feedback. This kind of feedback helps us to continuously improve our services and to ensure our customers are enabled to take full advantage of our SAP Enterprise Support offering.

 

More details about the new functions and features are available in the Q2 2012 update presentation. Two live Meet the Expert sessions will be offered on July 16, 5-6 pm CEST and July 18, 10-11 am CEST (with a recording being made available in the Meet the Expert Replay Library).

 

Don’t miss out on checking SAP Enterprise Support Academy pages and find out more details about the SAP Enterprise Support Academy in this SAP Insider article. To automatically receive updates of the SAP Enterprise Support Academy, please sign up for our subscription service.

 

Homepage: service.sap.com/esacademy (SAP Service Marketplace user required)

Contact information: SAP_ES_Academy@SAP.com

It’s time for part 3 in the series of FAQ’s in the SAP Support Portal.  As mentioned in my previous post, this blog will focus on the message creation process.  Think of this as a step by step blog that covers some of the typical questions we hear about in support.  So let the games begin!

 

 

It is important to note that in order to create a support message, you need to have the proper authorizations assigned to your S-user ID.  If you find you don’t have the proper authorizations to log a support message, you will need to contact your companies super-administrator to request those authorizations be added to your profile.  You can find out who your companies super-administrators are here.

 

The unique URL to access the message wizard is http://service.sap.com/message or you can get there by clicking Help & Support in the header, then the link Report a Product Error.

 

The first step in the message creation process is to select the installation and system (product landscape) that you have a query about.  The installation generally refers to the main product brand classification, but can be adjusted and renamed to fit a project or specific deployment area.  The system reflects your current product landscape including details such as product name, version, system type, operating system, and licenses deployed.  For documentation on maintaining installation and system details, check out this guide.

msg1.jpg

 

Good to note: Maintaining system data is important.  By keeping your system data up to date, this allows for a quicker response in case of a product issue since all of your product landscape details are stored along with the message.  Special authorizations are needed to be associated to your S-user ID.  In case you are missing the necessary authorization, contact your companies super-administrator(s).

 

 

The next step to in the message creation process is to go through a search to see if there is a known solution to the issue.  This is beneficial in a couple of ways.  If there is a solution all ready documented, you can follow the steps in the note or Knowledge Base Article (KBA) to resolve the issue on your own.  It also saves you time because if you can find the solution, you won’t have to log a support ticket.

msg2.jpg

 

Enter the search terms such as keywords, transaction you are calling, or the program name.  You can specify the search against a specific component (support queue) as well.  If you would like the search to come back with some of the words you have typed, change the Search Method under the Extended Search Options.  Then click Continue.  If you get too many results, you can modify your search criteria on the next screen.  If you don’t find a solution, you can then click Create Message.

 

msg3.jpg

 

 

In the message creation screen, there are some mandatory selections.  The first of which is choosing the component.  The component is the support queue that your message is routed to.  It is important to select the right component to allow your message to be handled in an expedited manner.

msg4.jpg

 

 

In the component window, you can select from the various components, or use the search field to enter the product name.

msg5.jpg

 

Choose the component by clicking it directly.

The component you choose will populate to the main message creation screen.  The priority of the message defaults to medium, but you can change the priority. 

 

GOOD TO KNOW: If you change the priority to high, you need to fill in the business impact section.  If you change the priority to very high, business impact needs to be maintained AND you need to have an English speaking contact person available 24/7 to work with support.

msg6.jpg

 

 

The next two mandatory areas that you need to fill in are short and long text. 

  • The short text is a brief description of the issue. 
  • The long text allows you to specify the details of the issue, such as when the issue started, what root cause analysis took place, and potential changes that were made previous to the issue beginning. 

The Steps to Reproduce section is not mandatory, but it does allow you to provide support with step-by-step instructions on how to reproduce the issue.

You can attach files to the support message.  Click the browse button to search for the file on your computer, select it, then click Upload.  You will want to enter a name for the file in the section that says Enter unique file description.

 

GOOD TO KNOW:  There is a 4 MB file size limit on attachments.  If you have a file larger than this, make note of that in the long text section, and the support consultant will provide you with an alternative.

msg7.jpg

 

If you have used any SAP notes to try and resolve the issue, you can enter the note numbers and select if it is still implemented or not.

 

The final section of the message creation process is the Contacts & Notifications area.  The reporter refers to you.  It is prefilled with your profile information that is stored within the SAP Support Portal.  It is important to check and make sure the contact details are correct, as this is what support uses to get in touch with you to work on the issue.   You can choose to be notified by email when the support message changes status.

 

GOOD TO KNOW: You can update your contact details at http://service.sap.com/myprofile

 

Once you have entered all of the information and you are ready to submit your message to support, click the Send Message button.   This will send the message to support.  If you click the Save Message, this will save the message as a draft in your inbox.  You can then go in later to send it through, or delete it.

You can check on the status of your support messages by going to My Inbox located at the top of the page.

msg8.jpg

 

There are three tabs here.

  • Inbox shows messages sent back to you by support.    You will have received an email if you chose to receive notifications when the status of the message changed.
  • Sent Items shows messages you have sent to support. 
  • Drafts show messages you have saved, but NOT sent to support.

 

For those of you who like the visuals, we do have a how-to video on creating a support message here:

 

I hope you found this useful!  As always, please let me know your thoughts by leaving a comment below. 

What should part 4 of the series focus on?  Let me know!

Don't forget to follow my team on twitter @SAPSupportCE where we are always available to help answer your SAP Support questions.

I have received some very good feedback from clients and colleagues regarding my blog on the upcoming SAP Innovation Summer Camp event, along with some questions. So I’d like to share the information with all of you. 

 

The event is FREE!!!  There is no cost to attend, so sign up today! 

 

Geraldine McBride, SAP North America President, will kick off the event on Thursday, July 12th. She will be followed by the host, Dr. Uwe Hommel, head of SAP Active Global Support and corporate officer, SAP AG, who will give the keynote presentation reinforcing SAP’s commitment to delivering real value with our game changing technologies.

 

Please also note that the Infrastructure track has been updated to include SAP HANA and Cloud Enabled Computing. You will gain valuable insight into technical architecture options with SAP HANA including safe approaches for migration, high availability and disaster recovery, database operations, performance and virtualization - learning how seamless scalability is achieved. 

 

You will also have the unique opportunity to have candid conversation with SAP’s Americas CIO Michael Golz and his team to hear more about how SAP runs SAP - and the daily experiences and challenges we face as an organization with the game changing technology choices before us.

 

Sign up today, don’t delay!

 

Learn more or register today

Further issues of this blog
You can find an introduction to Business Process Monitoring in SAP Solution Manager in the Functional
Scope of Business Process Monitoring in SAP Solution Manager
of this blog. There, all further blogs dealing with various aspects of Business Process Monitoring are linked. The blog will be updated regularly.
BPMon Alert Reporting Analysis

The Business Process Monitoring (BPMon) functionality within SAP Solution Manager offers the possibility to monitor the availability and reliability of business processes that have been maintained in a solution landscape. BPMon offers a wide range of different monitors for different business areas as well as cross application monitors, e.g. IDoc monitoring.

The Alert Reporting Analysis is an additional feature which can be used within BPMon. It is based on the Business Warehouse (BW) functionality included in Solution Manager as a SAP NetWeaver 7.1 system and is available as of SP05. It enables you to:

 

  • Store measured values and alerts for a long-term availability
  • Display measured values and alerts in graphical charts for a period of time to visualize a trend
  • Analyze measured values and alerts furthermore using Business Intelligence tools.

     

The main functionality is available with SAP Solution Manager 7.1 SP05. For a better look and feel we recommend to use SAP Solution Manager 7.1 SP07.

 

With BPMon Alert Reporting Analysis in SAP Solution Manager 7.1 the functionality of the Trend Analysis Reporting with SAP Solution Manager 7.0, as described in the BW Setup Guide for “Trend Analysis Reporting with SAP Solution Manager,

  • Is simplified in the setup procedure
  • Stabilizes the filling of the BPMon alert cube 0SM_BPM (instead of the sensitive job chain you have a stable extractor report)
  • Uses the same data transfer framework as BPMon Analytics
  • Has an enhanced default analysis scope
  • Checks for illegal characters  

 

The dashboards are designed technically as queries, working on the collected and stored data in the BW. They are included in a web template which can be accessed directly following a URL in a web browser.

The BPMon Alert Reporting dashboard graphics allows tracking

  • the maximum measured values [1] (see Figure 1)
  • the maximum time to confirm critical alerts[2] (see Figure 2)
  • the number of critical alerts[3] (see Figure 3)

  The analysis is done for a certain timeframe, a specified solution in SAP Solution Manager and optionally a specific alert type (see Figure 4).   

A drill down from day to hour is possible. The displayed Alert Reporting Analysis trends can be filtered regarding:

 

  • Monitoring Type
  • Monitoring Object
  • Alert Type  (Key Figure)

 

With SP05 a major change in BPMon data model in SAP Solution Manager Release 7.1 allows one monitoring object to be assigned to several business process steps. Therefore an alert might not always be uniquely related to a business process or a business process step. As in the cube only one of those assignments can be stored, you should make sure that each monitoring object is assigned to one business process step only. That guarantees correct results when using the process and step selection functions in the old web template 0SM_BPM_WT0001.

With SP07 the new web template 0SM_BPM_WT0001N has been enhanced so that business process and step can be selected for multiple assignments, too (see Figure 5).

pict.jpg

Figure 1 - Maximum Measured Values over Time with Web Template 0SM_BPM_WT0001N

 

pict.jpg

Figure 2 - Maximum Time from Alert Creation to Confirmation over Time

 

pict.jpg

Figure 3 - Number of red and yellow Alerts created over Time

 

pict.jpg

Figure 4 - Selection Criteria of the new web template (SP05 and SP06)

 

pict.jpg

Figure 5 - Selection Criteria (SP7+)

AR_figure1.jpg
Figure 6 - Drop Down Selection within the Web Template


  

 

Further Documentation and Setup Guide

A Setup Guide for the BPMon Alert Reporting Analysis is available in the SAP Service Marketplace under shortlink /bpm following menu --> Media Library --> Technical Information or directly here.
The Setup Guide is based on the current release which was shipped in June 2012.
Further information
Frequently Asked Questions about Business Process Monitoring and Business Process Analytics are answered at http://wiki.sdn.sap.com/wiki/display/SM/FAQ+Business+Process+Monitoring and http://wiki.sdn.sap.com/wiki/display/SM/FAQ+Business+Process+Analytics respectively.
 
The following blogs (in chronological order) provide further details about Business Process Monitoring functionalities within the SAP Solution Manager.


[1] For reporting on measured values use in SP05 and SP06 the old web template 0SM_BPM_WT0001. Please note that if you have referenced several steps to a monitoring object, than filtering for process and step is not possible. From SP07 filtering on process and step will be possible, even if you have referenced several steps to a monitoring object. For reporting on measured values from SP07 use new web template 0SM_BPM_WT0001N.

 

[2] For reporting on time needed for alert confirmation use new web template 0SM_BPM_WT0001N. Please note that from SP07 filtering on process and step will be possible.

 

[3] For reporting on number of alerts use new web template 0SM_BPM_WT0001N. Please note that from SP07 filtering on process and step will be possible.

 

SAP Innovation Summer Camp - Come with a curiosity, leave with a plan.

 

SAP Active Global Support will be hosting a two-day workshop, The SAP Innovation Summer Camp, on July 12th and 13th in the SAP Newtown Square office (PA, USA). The workshop is designed to help you solve current business issues with a customized approach for safe, budget-conscious innovation.

 

The camp will be divided into seven tracks with a focus on actual business roles and needs including:  Finance, Human Capital Management, Logistics, PMO, Development, Operations and Infrastructure.

 

You will learn how the latest innovations can help solve problems you struggle with today in your daily operations. The event is beneficial to ALL lines of business - not just IT organizations.

 

We encourage you and your outsourcing partners to join us at this workshop to help educate and spread awareness around the infrastructure and orchestration needed to support the implementation and ongoing support of game changing technologies.

 

Learn more or register today

In my recent blogs I shared with you our first videos from the support series which explain how SAP Enterprise Support helps you to implement and operate better.

 

Today I want to share with you the last video of the series, which shows you how SAP Enteprise Support helps you to innovate better.

SAP Enterprise Support is the proven, proactive support offering that helps you innovate your solution landscape better. Explore how SAP Enterprise Support combines tools, content, and direct access to SAP experts to improve all aspects of your innovations phase.

 

 

In a nutshell the advantages of SAP Enterprise Support during innovations phase are:

-          Expert guidance through the SAP Enterprise Support academy,

-          Proactive continuous quality checks

-          The support advisory as your direct SAP contact

-          And finally SAP Solution Manager as your platform for success.

 

 

 

 

 

 

 

SAP Enterprise Support helps you quickly meet business requirements for growth and competitive advantage. Through the different phases of the innovation, SAP Enterprise Support provides services, toolsets and methodologies to help you innovate better. As you know one key pillar of SAP's innovation strategy are SAP enhancement packages which allow you to consume new functionality faster and easier. SAP Enterprise Support helps you to consume the innovations provided by SAP enhancement packages quicker and at a much lower cost. You can deploy the enhancements in a modular fashion by activating only the new features and technical improvements that you feel add the most value to your business. 

 

Direct Link to the new "Innovate Better" Presentation: http://www.sdn.sap.com/irj/scn/index?rid=/library/uuid/10180632-3cbc-2e10-c9ab-a66f4f5c544c

Please check out the new website www.sapsupport.info if you are interested in SAP’s new support services, customer success stories, the advantages of SAP Enterprise Support, the key features and benefits of SAP Solution Manager, and much more.

 

This new platform is a bridge between the high-level information on www.sap.com and the detailed information on the SAP Service Marketplace – whereas the latter only allows access to registered customers.

 

Let’s get down to the nitty-gritty, what’s the overall story here? Actually it’s pretty simplistic, the website informs everyone (customers, prospects, partners, colleagues, you name it) how customers can implement, operate and innovate better to run their businesses better like never before.

 

Too much marketing lingo? My bad! Please just click on www.sapsupport.info and you’ll see that it has never been easier to receive a quick overview on the key elements of SAP Enterprise Support.

 

Within the site you’ll find videos, brochures and, as a highlight, a reference navigator. The embedded reference navigator enables you to find success stories through various search filters that allow you to find a reference on a specific SAP Enterprise Support deliverable, customers in the same industry, size, or region.

 

Once again, www.sapsupport.info is live! And it’s live to serve you!

 

 

Benjamin Wilk is part of SAP’s global Maintenance Go-To-Market organization.

The Customer Engagement Initiative (CEI) compiles a list of projects three times a year that allows you the opportunity to get involved, provide feedback, and influence the direction of SAP products, solutions, and services. 

 

For this round, The SAP Active Global Support Customer Experience team has added a project that we would like to draw to your attention.

 

Title of project

Customer Advisory Forum: Building a working relationship with the SAP Active Global Support (AGS) Customer Experience team while actively engaging with and contributing to the future of SAP support.

 

Description: The SAP AGS Customer Experience team is in need of customers to enlist and participate in SAP Support related review and discussions.

By participating in the Customer Advisory Forum, you will be able to help define areas of focus for SAP Support, be the first to test and participate in new functionalities, and validate that SAP Support’s direction is in sync with your needs and business plans.

The first focus topic for participants in the Customer Advisory Forum  is the SAP Support Portal.

 

Benefits include:

  • You will be first to learn about the future SAP Support Portal vision 
  • You will have the opportunity to comment on and help prioritize required enhancements or features 
  • You will have the opportunity to pilot/test new features and functionality 
  • You will get direct access to SAP product managers and influencers 
  • You will have the opportunity to network with other SAP customers in the council

    

Goal

An engaged group of customers with whom we can ask questions, test assumptions, discuss SAP Support direction, and validate future direction of SAP Support

 

 

Role of customer and time commitments

  • Participate in a teleconference monthly 
  • Regular and ongoing participation in an invitation-only StreamWork activity 
  • Participate in usability studies or connect us with the appropriate colleagues in your company to participate in usability studies 
  • A minimum six month commitment 
  • Represent your User Group members - we need you to act as the voice of your user group

 

 

If you are interested in learning more about this project, or any other project available through the CEI, view this registration page.  There are more than 75 projects to choose from!

 

 

 

 

NOTE: If you are interested in registering for the Customer Advisory Forum, follow the below steps

Go to the registration page, found here.  Once you have agreed to the Terms & Conditions, select I am a SAP Customer, and entered your email address,  you will need to locate the Customer Advisory Forum (there are many projects under this registration process.)

 

To find the Customer Advisory Forum please navigate as follows:

  • In the Product Area Menu, select Software Architecture (cross products and deployment options)
  • In the Product Menu, select All
  • Select Apply Filter
  • All projects in this area will now be displayed alphabetically (under filter options)
  • Select Customer Advisory Forum and the detailed information will be displayed
  • Click Register for initial call at the bottom of the page and follow the instructions to register for the info session.

 

 

If you have any questions about the program, feel free to reach out to me directly.

 

 

 

IMPORTANT:  Registration is open until June 29th.

There is a 7-minute video that you can view at your leisure to learn how the CEI works and what the advantages of participation are.

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