Solution Manager Diagnostics is required for troubleshooting. Solution Manager Diagnostics is the preferred connection type for SAP Support when troubleshooting issues on customer systems utilizing Netweaver and Java technology. SAP recommends to its customers to move to SAP Solution Manager 7.0 (formerly SAP Solution Manager 4.0) because this release is SAP's application management solution of choice.This will allow us to perform a more timely analysis of your issue. The alternative may be to request a number of log and trace files to be archived and transferred, a process that is time consuming for both you and SAP, or ultimately to request Operating System level access, which is not our preferred option for security and auditing reasons.
Alternatively, SAP can set up Solution Manager Diagnostics for you. For this service please book the 'Solution Manager Starter Pack' using your local support contacts. (For a description of this service please go to service.sap.com/diagnostics -> 'Installation and Configuration' -> 'SAP Solution Manager Starter Pack')