Getting Support

• Accelerating messages (see SAP note 1281633)

• Escalating existing messages (see SAP note 90835)

• Book remote services (for example, GLC, GLFU, or OSDB)

It is important to provide essential information when creating customer incidents. Without complete details it is not always possible to determine the cause and ramifications of a problem.

• Describe the problem with as much detail as possible.

• Provide step-by-step instructions to simulate or reproduce the problem.

• Provide supporting material, for example, screen captures showing the error or error message (SCPms, Gateway or Back end).

• Describe any special circumstances under which the problem occurs.

• State how often the problem occurs or if this is the first time.

• Provide the clear business impact.

• State your platform, for example, iOS or Android.

• Provide all version numbers of the client, for example, OS, MDK, or Mobile Addon.

• Provide the details of how you build the client. For example, do you brand your own client or use the default app store client?

• Provide logs. Upload them to your Cloud Platform Mobile Service and download them from there. You can upload the logs from the client through User Profile → Support → Activity Logs. User Name receiving the error message and Timestamp for log analysis.

• Provide any created customization files.

• Installation and system number (+SID).

• The open service connection to the following: SCPms Dashboard, Gateway, or Back end. Send login data. In SAP Note 508140, see the section on mobile specific connectivity.

Carefully select the correct component and also try to select subcomponents. Here are some of our popular components:

• Carefully select the priority of a message. For a very high priority ticket, you must include the business impact and provide contact information.

• See SAP Note 67739 for details of message priorities.

• For SAP Service and Asset Manager connection, provide SAP Support with the following information:

  • R/3 access SAP ERP / SAP S/4HANA system

  • HTTP Access to the Syclo Administration And Configuration Panels

  • SCPms access

  • Onboarding URL and Business user

• #35010 - Service connections

• #508140 - Customer messages - Customer logon data

• #592085 - Installing the HTTP Connect service.

• #8127320 – R/3 Connections to your ABAP system.

• #508140 - Customer incident - Customer logon data.

For more details on how to put the user credentials in secure area, you can refer to SAP Note: 1773689 - How to add logon credentials (S-User ID and password) securely to an incident - SAP ONE Support Launchpad: https://launchpad.support.sap.com/#/notes/1773689

• 2906445 - Software Release Note - SAP Service and Asset Manager 2005.

• 2858350 - Software Release Note - SAP Service and Asset Manager 1911.

• 2921401 - Release Restrictions Note - SAP Service and Asset Manager 2005.

• 2859447 - Release Restrictions Note - SAP Service and Asset Manager 1911.

• 2933065 -SAP Service and Asset Manager–MDK Support Matrix.

• 2731996 - How to download SAP Service and Asset Manager from Support Launchpad.

• 2493602 - SAP Service and Asset Manager Mobile Add-On for SAP S/4HANA Installation Note.

• 2660361 - SAP Service and Asset Manager Mobile Add-On for ERP Installation Note.

• 2660862 - SAP Cloud Platform Mobile Services (SCPms) Setup Info for SAP Service and Asset Manager with SAP ERP System.

  • 2864048 - Syntax error in standard class /MFND/CL_CORE_ODATA_V2_DPC method /IWBEP/IF_MGW_APPL_SRV_RUNTIME~BATCH_END.

  • 2904082 - Missing configurations for SAP Service and Asset Manager 2005.

  • 2933581 - /SMFND/CORE_MIGRATE_MAPP_CONFG cannot be run to migrate from SAP Service and Asset Manager 1911 to SAP Service and Asset Manager 2005.

  • 2857771 - Mobile application configuration migration program not properly updating oData model-related data.

  • 2886346 - /MERP/CORE_OFFLINE_CONFIG_PROG fails to populate fields on selection screen.

  • 2915728 - /MERP/CORE_OFFLINE_CONFIG_PROG doesn't index offline tables for 2005.

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