We want to create a support incident for SAP Environment, Health and Safety (EHS) issue on component EHS* and we want to know which information and details we need to provide in the incident.
Please do the following:
1. Before Creating the Incident you have to do the following:
Go to the SAP Enviroment, Health and Safety WIKI. There you will find links to the SCN forum, SAP Help documentation, hot notes, KBAs and much more. Please do this task first since a large number of issues can be solved by existing documentation, specially if it is a consulting or a common issue.
When creating the incident, you will be given the option to search for notes about your issue. Again, please always perform this task since a large number of issues can be solved by already existing notes or knowledgebase articles (KBA). For some hints on efficient note search please visit the SAP Wiki - How to search the SAP notes efficiently.
Please always take your time to read and answer the Component Specific Questions section during incident creation, which will provide you with additional valuable information.
Respect incident's priorities, as described in note 67739. Please make sure your issue fulfills the requirements for the selected priority, especially in case of Very High priority.
Please make sure to select the correct component for your incident. Creating the incident in the wrong component can lead to increased processing times.
2. Do the following in System Connections
In order for us to analyze the issue, in most cases it will be necessary to logon to your system. Whenever possible please try to reproduce your issue in a test or development environment and provide us with access to this system instead of your production system. The following connection types are commonly used for analyzing an EHS incident.
R/3 service connection (also called as SAPGUI connection): refer to note 812732, on how to open this kind of connection.
HTTP connection: for incidents of EHS-MGM* component access via a HTTP connection is necessary. Refer to note 592085 on how to configure this connection type. Please maintain the correct URL for your portal.
WTS connection: as an alternative to the HTTP connection, we can also use a WTS connection to logon to your system. This type of connection can be necessary for the analysis of issues with WWI Servers (EHS-BD-RDF-WWI). The configuration of this connection type is described in note 605795.
Citrix GoToAssist: this is a replacement to NetViewer tool where a customer can securely share their screen. Refer to note 2026090 on how to install and configure Citrix GoToAssist from the SAP Service Market Place.
LOP: Line Opener Program (LOP). For more information about this please refer to note 1757997.
3. You will get Following Connection Errors:
Often, delays in processing customer incidents are caused by connection errors. Therefore, always make sure that the opened system connections are working properly before creating or sending the incident to SAP. The most common connection errors and their solution are detailed below:
Error: SNC processing failed - resolved by note 1178684.
Error: internal error - resolved by note 1178628.
Error: partner not reached, Error: connection to partner broken, Time out errors - resolved by notes 1178624 and 1178631.
Error: route permission denied - resolved by note 1178546.
4. User Data / Logon Credentials
For security reasons, DO NOT put the passwords directly into the incident, instead always use the Secure Area as described in note 508140.
The user must be of DIALOG user type. Also, make sure that the SU01 user is in the validity date with valid password and that it is not locked.
5. Here you can see the Perfect Incident
System landscape: describe your system landscape, by mentioning system ID’s and client numbers of your system wherever applicable.
Software component versions: provide your software component versions with SP (Support Package) levels.
Steps to reproduce: create a step by step description with screenshots about your issue, mentioning all the details, user data and example data to use for reproducing the problem. Do not attach individual screenshots one by one to the incident, instead use Microsoft Word or Excel to put your screens into a single file. Compressing the attached document into an archive file is not necessary, you can attach up to 4 MB for a single file.
DUMP: if you are experiencing a DUMP, export it into the .html or .txt format and attach it to the incident.
Performance issues: if you are expieriencing performance issues, try to reproduce the issue and trace it with transaction ST12, and attach the trace files into the incident. If ST12 transaction is not available, trace the performance problem with transactions SE30 and ST05 parallel. You can refer to the following notes for more information:
ST12 Trace: it integrates the ABAP (SE30) and the Performance (ST05) Trace into one transaction. The ST12 transaction for customer systems is delivered using the ST-A/PI add-on (standard add-on for service preparation). SAP Note 69455 provides further information on this subject. The transaction is not translated. It is available in English only and has no official documentation. However, SAP Note 755977 includes a brief instruction.
ST05 (SQL trace): you can also refer to SAP Notes 805934 and 31511, on how to analyze database performance.
6. Have a look on following Important points
Mention any modifications, BADIs or custom code that could influence the behavior.
If you are reopening an incident previously closed in all cases please mention the incident number of the closed incident for reference. Do not insert the complete text content of the closed incident into the new one, rather include a summary and only reattach any files or documents to the new incident that were present in the old one.
If you have tried to find a solution for the problem prior to send the incident to SAP, list the steps you have made and the notes you have implemented.