Correctin Maintenace Standad Indction

Correction and
Maintenance -
Standard
IMS Quality Management

Contents
 Message Processing in CSN

 Support Organization and Processes
 Monitoring Messages in CSN
 Logging of Information
 Handover of Calls
 Summary and Additional Info
 SAP Notes Process

 General Information
 Basic Guidelines while creating SAP Notes
 Creating SAP Notes
 Checking Quality
 Checking the Formatting
 Common Problems
 Translating SAP Notes
 SAP AG 2003, Correction and Maintenance, / 2

Course Overview Diagram
Course Overview
2 Support Organisation and Processes
Monitoring Messages in CSS
Logging of Information
Handover of Calls
Summary & Additional Info

Support Offerings
Standard Support, MaxAttention,Premium Support

Safeguarding
Solution Management Optimization
Empowering
For further information, see our SAPNet pages at

http://intranet.sap.com/standardsupport
http://intranet.sap.com/supportservices
Further relating Aliases in SAPNet:

maxattention, safeguarding, smo, empowering

New Strategy for Maintenance
MaxAttention™ (ref. to U.Hommel / R.Fries)

Start of maintenance contract
Extension of
maintenance per customer*
Ramp
Standard maintenance
up
Extension of
Decision
maintenance
per release*
~ 6 months ~ 4 years ~ 2 years ~ 2 years
t
(*) Business case required

Support Options

Follow The Sun – 24/7 Support

SAP Global Support Centers (Primary Support)
CZ, PL, CIS:
GSC Ireland Product Support / Because of language
Support Backoffice and country specifics
support:
Ireland, UK, GSC Austria independent from the
Global Support Centers
BeNeLux,
support:
Nordics, France,
Austria, Hungary,
US, Canada,
Switzerland,
Middle East and
Germany and
Africa
DE East Europe
IR (except CZ, PL,
AT CIS)
JP
Support ES
US
Backoffice
SGP CN
MX
GSC Spain
BR GSC APA
support:
Spain, Portugal, support:
Italy, Cyprus, Asia (Japan, AUS
Turkey, India,
Latin America Indonesia,
Malaysia,
Thailand, etc.)
Messages solving only
Australia
Message solving & Service Delivery New Zealand

Contacting SAP Support
Phone Fax
OSS
Service Marketplace SAPNet R/3 Front-end

Support Processes
Customer messages are generalley created by customers via SAPNet - R/3 Frontend,
SAP Service Marketplace or Solution Manager
These customer messages arrive at SAP via replication to CSS, SAP‘s central Service
and Support system
All SAP support centers are linked to this unique support infrastructure
According region and component (A-, B-, C-components) customer messages are
processed by different organization levels
If a solution cannot be found in one level the problem will be forwarded to the next
higher level until a solution is found
Please note: During the replication process of customer messages

Inconsistencies may arise. In this case you should create an IT/IBC
Message in your CSS inbox with component CSA-REP-MSG.

Solution Process
Problem Solution
Problem Solved ? Problem provided
Solved? Dev. request ? Solved ?
Notes
search 1 Analysis 1 Notes Correction
Completio Analysis 2
n search and
of info in 2 creation
basic Cause of
message Is it a bug ? of note
consulting the bug ?
Regional Support Development Support

Priority Classification
Selection of Priority (Ref. : Note 67739)
 Very High (7x24 Support)

 Productive system standstill
 Test system down during critical project phases
 High
 Application areas are not accessible / usable
 Non-productive system down
 Medium
 Application area malfunction
 Low (system default)
 Inquiries
 Development Requests
 Missing documentation

Support Level Agreement (SLA)
IRT MPT Customer

Init. Reaction Time Reaction
Prio Max. Proc. Time
1 45 min 4.5 days

14 days
2 3h 10.5 days 21 days
Solution provided
Problem closed
3 8h 28 days
45 days
4 16 h 56 days
Support Process
Support Process Monitoring
Office hours Real Time

Fundamental Objectives of Support
Faster Solution Delivery
Retain High Quality solution
Maintain a high overall solution rate target
Maintain a high overall Customer Satisfaction (PCC)
Reduce current message backlog

CSx Inbox: Services and Service Types
Choose the appropriate service and service type for your message:
Service Service types (message types)
Customer messages, internal messages,

SAP Service (R/3) development requests, correction requests,
notes, global monitors...
IT/IBC support (PC, network, printers),

IT/IBC (Int. Support) hardware data, internal SAP systems
SAP Office application:

SAP Office
FAX confirmations, sales activity, mail, calendar
Notifications sms and e-mail alerts sent / received..

How Does the Customer Get the Solution?
Customer
Customer message
Error?
Solving problems
Consulting No Known New
error error error
Workaround
solution
Correction
existing Note will .-. .-.
____
help the customer ....
....
______
Design
.-. .-. default are SPC (Standard
new Note will ____
.... Preliminary Corrections)
help the customer ______
....
Access using Support Package

SAPNet Only for critical errors !
Support
Package
Transport collection
to
customer

Why using CSS Messages
CSS is SAP‘s Central Service and Support system

 Used by SAP employees, contractors, partners, selected customers
 Available 24 hours-a-day, around the world
 Holds all support data, enabling the users to have access to a global support and services
network
 As a link to all Support Centers it allows efficient teamwork
 Includes Organizations Levels
 Offers various Service Types
 Differentation of components and routing accordingly
Further CSS Functionality

 Service Connection via CSS message
No special forms to be signed up for a customer; only few exceptions  For further
information and contacts, see
http://intranet.sap.com/~form/sapnet?_SHORTKEY=01100035870000336111&
 CSS is the only tool on the market which covers all of the listed functionalities required by
SAP‘s Service and Support for message solving

Principles of the Correction Process
Solve the problem only once

 solution documented in a note
 all notes stored in a database accessible to employees and customers
via CSx or SAPNet
 everybody must be able to find, understand and use a note without
further assistance
 code changes (if necessary)
 documented in “Correction Instructions”
 must be integrated in all relevant systems
Traceability and complete documentation of code corrections

 correction requests (in CSx) document corrections, subsequent tests,
transport through system landscape, etc.
 no code changes possible without correction requests
High quality and stability for customers

 double verification principle (tester  developer)
 no new development, only corrections allowed in Support Packages
 SAP AG 2003, Correction and Maintenance, / 21 SLI

Correction Process (Support Package Systems)
CSx Correction System

Support Package (P3I-P9B)
Problem message
Change request
with correction tasks
Developer (Objects locked for others) Case: bugs found
creates Note
Each dev.
Developer carries out
creates Correction request Test System
correction
Support Package (U3I-U9B)
Each dev.
releases
Change request:
his task tasks „released“
Dev. sets Correction request Copy of
status
„to be tested“ Backup process creates change request
Tester sets Correction request Case: no bugs found
Tester
tests
status
„tested ok“
Consolidation System
Change request Support Package
„released“ Copy of
change request
Dev. Note
releases
„released“ Software Integration in
Factory
Support Package

Correction during Maintenance
Maintenance Life Cycle
Correction / Development
Message Processing - Support Production/Assembly
during Maintenance Life Cycle
Problem Implemen- Message

Message Handling Analysis tation
Test Patches/Support Packages
Completion
Message Template T115: Support Package Validation

processing Performing
in detail ABAP
Final Assembly
corrections
 Support
Checklist Package
validation
Template T130:
Performing
non-ABAP  SAP Notes
corrections HORIZON  Support Packages /
Guidelines Collections
 Support Releases
Maintenance
 Non-ABAP Patches
Strategy
 Binaries
Final Assembly  SAPgui Executables
 SAPlpd & SAProuter
Software

Course Overview
Support Organisation and Processes
3 Monitoring Messages in CSS
Handover of Calls

CSS Inbox
Demo
 How to access Inbox:
Transaction BIBO
 Basic functionality of
 Services
 Service Types
 Views
 Inbox Buttons
 Functions
 Difference:
For Processing /
My Components

Guidelines: Which Message is to be processed first
Escalated Customer messages

 Monitors: Field in column Esc (Escalation)
is marked
Priority „Very High“ Customer messages with SLA

 Monitors: Field in columns CP (Contract Priority) is marked
Priority „Very High“ Customer messages without SLA

 Monitors: Accroding Expiry, Field in columns CP (Contract Priority) is NOT marked
Call Back requested

 Monitors: Number of customer calls are entered in field Call Back requested
All other messages without processor with specific SLA

 Monitors: Field in columns CP (Contract Priority) is marked
All other messages without processor without specific SLA

 Monitors: According Expiry, Field in columns CP (Contract Priority) is NOT marked
USE NEW WORK MONITOR ALWAYS

Course Overview
Monitoring of Messages
4 Logging of Information
Handover of Calls

Structure of a message
Customer name or number

Installation selection
Caller Data

System environment
Hardware platform
Operating system and Database
R/3 Release, Addon-Release
Frontend
System type (test, productive,..)

Component area
Priority Selection
Short text
Full description
Save

Customer Message 1
The Short text is a

brief description of the
problem. You should
include key pieces of
information, such as
Get the right transaction code,
component as detailed program names and
as possible error messages in this
field.
Default setting is “low”

Priority of a message sets the basis for all SLA time stamps

Customer Message 2
The “upload”
function enables the
users to use a pre-
existing text file with
detailed information
about the problem
rather than
re-entering the text
Detailed description
of the message in
entered here. For
additional entries
use the
“Description”
function icon

Customer Message 3
The responsible organization

will be displayed in the title
bar.
Status changed to “Sent to

SAP”
Upon saving, the new

message number will be
displayed on the bottom of
your screen.

Processing of a customer message
Shows the
current level
and Functions vary according
organization to:
of the Change vs. Display Mode
message Status of Messgae
Displays the
date and
time the
message
was entered
in the user’s
local time

New Work Monitor in CSS - I
Why a “Work Monitor” in CSS ?

 Today a couple of factors influence the priority of customer
messages.
These are
 The external priority (set by customers)
 Age of the message as well as IRT/LRT/MPT thresholds
 Escalation flags
 Special support contracts or conditions (contract priority)
 For message solvers it is no longer obvious how these factors
determine the final sequence of messages to be processed.
 The work monitor takes all input factors of messages into account
and calculates a final priority for messages which determines the
sequence in which they are to be processed.
Message solvers now work by default the list of messages in the
work monitor top down.
It is very essential that all message solvers use the work monitor and
work according to this sequence of messages.

New Work Monitor in CSS - II
Features of the new Work Monitor in CSS
 Automatically prioritizes messages shown using a new calculated

field called “Work Priority“ – (see appendix for a detailed description
of the calculation itself)
 Shows both IRT as well as MPT
 including expiry times and percentage-used
 When the IRT has been fulfilled the “traffic light” will show the text ‘OK’
instead of a traffic light
 Shows Contract Priority
 Can be customized to
 Select only specific messages (e.g. selected on Component(s), Level,
Organization etc.) using a saved filter that will default each time this
monitor is started - (see appendix for a detailed description of how to
customize this)

CP Contract Priority Details
Contract Priority Specifications
1. ’00’-’09’ Board specified SLA’s

2. ’10’-’19’ Customer Specific SLA’s with severe penalties
3. ’20’-’29’ Customer Specific SLA’s with normal penalties
4. ’30’-’39’ Customer Specific SLA’s with mild penalties
5. ’40’-’49’ Critical customers
6. ‘50’-’59’ Exceptional SLA’s without customer contract
Having the above priority classification a lower numerical value has higher priority
than a larger value (i.e. ’10’ has higher priority than ’35’). Should the Contract
Priority contain the entry ’50-59’ it indicates that the messages is covered by a
SLA which is not contractual and as such has the lowest priority (but higher than
messages w/o a Contract Priority).
Please note:
If the field CP for Contract Priority is empty the message is NOT covered by a
Customer Specific SLA
The predefined List Variants containing the field CP can only be found in Global
Monitors at present (state 06.12.2002)

New Work Monitor in CSN - III
Please observe the following …..
 Although the New Work Monitor will be an extremely helpful tool in

your daily work it is not meant to replace human judgement
completely – thus
 If a message with lower ranking exceptionally seems like it has to be

processed before one(s) having a higher ranking – please exert your
common sense in evaluating whether this is so or not

Where can I find the New Work Monitor ?
You can find the New Work Monitor here :

How does the New Work Monitor look ?
The New Work Monitor looks like this :
Please observe the following:

 When the IRT is fulfilled the traffic light is replaced by the text “OK”
 Messages are sorted by
 Prioritization (‘Wprio’)
 Escalation flag or not
 Message priority
 Expiry IRT
 Expiry MPT

DOs and DONTs
Please DO
 Give Status Updates
 Call the Customer if he asks you to call
 Document all processing steps

 Write in a short and concise way
 Summarize your findings
 (If critical:) Document action plan for next steps
 Document when waiting for someone else
 Make sure that your solution will arrive in time at the customer. If
necessary trigger alternatives / alternative approaches
 Avoid Ping-ponging (just talk)

 With customer
 With collegues
 Ask for customer‘s business impact

 Escalate problems that you cannot handle alone

DOs and DONTs for message processing
Priority 1 messages
 Call customer within 30 minutes
 Do not lower priority without a phone call to customer (note 19500 isn't enough)
For all other messages following rules must be observed

 Don't ask for information the customer has already provided in his problem description
(read the description carefully)
 Don't sent notes the customer has already provided
 Call customer if he ask for a call
use the column "call" and ''#call" in the LRT or IRT monitor
 Don't recommend notes which are not released for customers. If you do it please inform
the customer when the note will be released.
 If you promise a call back please call back
 If you request access to customer system please access immediately
 Please record all activities e.g. phone call to customer (as well if you didn't reach him)
In general customers appreciate

 frequent status updates
 phone calls

DOs and DONTs
Security guidelines for remote support - basis rules

 Never store logon-data in CS* message memo's etc. - only use the dedicated logon-data
storage space (Message menu: Goto -> Customer Logon Data)
 Never store sensitive data from a customer-system in CS* messages
 Never change anything in a customers system without getting the customers advance
approval - and then always document changes made so the customer can review them
 Access productive systems only when no other alternatives are present

Course Overview
Monitoring Messages in CSS
5 Handover of Calls

Handover
 Handover to other applications

 Handover to other organisation levels
 Forwarding to a person
 Translation
 Forwarding to special areas

Forward to special areas
Topic Component Level
Performance: XX-SER-TCC (Development,

Regional)
Consulting: XX-RC (Local, Country)
Service Connection: XX-SER-NET-HTL (Local, SAP AG)
Partner: e.g. BC-DB-ORA,(All Levels)

BC-OP-NT
Translation(English) XX-TRANSL-MSG-EN (Local)

Country specific Dev. XX-CSC (Local)

Escalation of Critical cases
Outlook Email:
SAP ESCALATION
SAP SUPPORT BACKOFFICE EMEA
APA
LA
USA
Most escalations can be avoided if

 We recognize the customer‘s trouble early
 We coordinate our efforts at SAP and talk to eachother
 We talk to the customer and keep him updated

Course Overview
Support organisation and Processes
Monitoring messages in CSS
Handover of Calls
6 Summary & Additional Info

Useful Links
http://intranet.sap.com/primarysupport
http://intranet.sap.com/techsup
http://rscebasis.wdf.sap-ag.de:1080/Weekend/intropage/Inhalt.htm
Tips for Notes Search: note 94569

"Requesting a SAP Note translation„: note 210185
 If you need a translation earlier, you can create an internal message in CSN.
You can also add a memo to a customer message in which you should
specify the SAP Note to be translated. Forward your message to one of
the following components:
 XX-TRANSL-NOTE-DE
 XX-TRANSL-NOTE-EN

Useful Links
Remote Logon Procedure: note 35009 "Service link: General

Procedure (SAP internal)"
Remote Logon Problems: IT/IBC message with component XX-SER-

NET-HTL
Problems with CSS itself (e.g. lost or inconsistent messages):

IT/IBC message with component CSA-MSG-DISPATCH

SAP Notes
Development Process Services

SAP Labs India
General Information
Basic Guidelines When Creating SAP Notes
Creating SAP Notes
Checking the Quality
Checking the Formatting
Common Problems
Translating SAP Notes

SAP Notes ...
… are an important means of information for customers,

partners and SAP employees
… contain information on …
 errors or deficiencies in programs
 problems applying to the system environment
 workarounds
 answers to frequently asked questions
… serve preventive purposes
… provide help for users to help themselves
… can easily be created, changed and are quickly available

General Information
Creating SAP Notes
Common Problems

Requirements SAP Notes Should Meet
SAP Notes are part of the official SAP documentation !

 Therefore SAP Notes must meet certain demands on quality
concerning contents, correctness, and display ...
 … as they are read by customers and partners worldwide
 … to avoid misunderstanding
 … to avoid severe follow-up problems, e.g. mistranslations
 Everybody must be able to find, understand and apply an SAP Note

without requiring further assistance
SAP Notes written incomprehensibly

will exclude parts of the readership !

How to Write an SAP Note ?
Use ... Avoid ...

 … short, clearly structured,  … unclear commands
complete, and logically  … arbitrary abbreviations
correct sentences
 … unnecessary fillers
 … personal form of address
 … correct orthography and
grammar  … passive voice
 … upper case
 … active voice  ... writing “novels”
 … consistent terminology Create SAP Notes

(as defined by SAP)
in form of recipes
 … comprehensible and and apply the dual
logical coherence control principle !

General Information
Creating SAP Notes
Common Problems

CSx Inbox
Service SAP Service

Service type Notes
Inbox View
For Processing by Me
Functions
/spn/BH33
Transactions
/spn/BH32
/spn/BH34

CSx Inbox
Function
Transaction /spn/BH31

Requirements to the Long Text of an SAP Note
Symptom Solution
 give an accurate as  acceptable
possible description of the  comprehensible
error from the customer’s  complete
point of view
Correction instructions
Additional keywords  under ‘Corrections’
 program, transaction, table  language-independent
 SAP standard
 SAP terminology  non-SAP standard
 in English
 other terms that might help
find the SAP Note  exceptions
 all non-ABAP programming
languages
Cause & prerequisites
 technical information Commands
 clearly indicate under which  international
conditions the note applies

General Information
Creating SAP Notes
Common Problems

Checks
Does your text contain enough keywords ?

 add additional terms that help find the SAP Note
Did you choose the correct master language ?

 otherwise Americans will be reading German text and vice versa
Do you know of SAP Notes related to your problem ?

 if yes, link them to your SAP Note using the Related Notes tab
Does your note apply to other applications as well ?

 if yes, enter the respective component in the header data
Did you check the SAPscript formatting ?

 do not force lines breaks by using the ENTER key; instead, enter continuous text
using F5 or use the TAB key
 otherwise the SAP Note will not be readable on faxes or in SAPNet
 check the text layout via Text -> Print preview

Epilogue
SAP Notes are ...

 … easy to create and helpful
 … urgently required
SAP Notes are visible for all customers at any time ...
 … and thus a quality indicator
SAP Notes are an advertisement of our company !
Therefore:
Create SAP Notes with high quality standards. It’s worth it !

General Information
Creating SAP Notes
Common Problems

General Information
Creating SAP Notes
Common Problems

General Problems
Pressure of time
 solutions are given in customer messages
 solutions are only accessible for a limited group
 customers cannot help themselves
 wasted costs, time and effort for development departments and support level
Incomplete, unreleased or untranslated SAP Notes are given as

solutions in customer messages
 further inquires are required by customers, support team members,
and translators
SAP Notes are not maintained

 outdated SAP Notes are not archived
 existing SAP Notes are not updated
SAP Notes insufficiently describe required actions

 where and how? - system, release, transaction, follow-up actions ?

General Information
Creating SAP Notes
Common Problems

Additional Information
Creating SAP Notes - in SAPNet under the alias ‘horizon’ ->

‘Maintenance’ -> ‘Maintenance Documents Overview’
End user docu in note administration under ‘Utilities -> Checklist’
SAP Notes Documentation - in SAPNet under the alias ‘notes’
SAP HotNews request form in SAPNet
SAP Notes 50371, 103008, 210155 and 210185
Corrective Measures / Correction Requests (L120)
Software Development Life Cycle (ZDG036)
SAP terminology database

 in STM and all systems > 4.5x
 in SAPNet, alias ‘sapterm’

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Correction and

IMS Quality Management

 Message Processing in CSN

 SAP Notes Process

 SAP AG 2003, Correction and Maintenance, / 2

2 Support Organisation and Processes

Monitoring Messages in CSS

Summary & Additional Info

 SAP AG 2003, Correction and Maintenance, / 5

Standard Support, MaxAttention,Premium Support

For further information, see our SAPNet pages at

Further relating Aliases in SAPNet:

 SAP AG 2003, Correction and Maintenance, / 6

MaxAttention™ (ref. to U.Hommel / R.Fries)

~ 6 months ~ 4 years ~ 2 years ~ 2 years

 SAP AG 2003, Correction and Maintenance, / 7

 SAP AG 2003, Correction and Maintenance, / 8

 SAP AG 2003, Correction and Maintenance, / 9

 SAP AG 2003, Correction and Maintenance, / 10

Service Marketplace SAPNet R/3 Front-end

 SAP AG 2003, Correction and Maintenance, / 11

Please note: During the replication process of customer messages

 SAP AG 2003, Correction and Maintenance, / 12

Regional Support Development Support

 SAP AG 2003, Correction and Maintenance, / 13

Selection of Priority (Ref. : Note 67739)

 Very High (7x24 Support)

 SAP AG 2003, Correction and Maintenance, / 14

IRT MPT Customer

1 45 min 4.5 days

2 3h 10.5 days 21 days

Support Process Monitoring

Office hours Real Time

 SAP AG 2003, Correction and Maintenance, / 15

Faster Solution Delivery

Retain High Quality solution

Maintain a high overall solution rate target

Maintain a high overall Customer Satisfaction (PCC)

Reduce current message backlog

 SAP AG 2003, Correction and Maintenance, / 17

Service Service types (message types)

Customer messages, internal messages,

IT/IBC support (PC, network, printers),

SAP Office application:

Notifications sms and e-mail alerts sent / received..

 SAP AG 2003, Correction and Maintenance, / 18

Access using Support Package

 SAP AG 2003, Correction and Maintenance, / 19

CSS is SAP‘s Central Service and Support system

Further CSS Functionality

 SAP AG 2003, Correction and Maintenance, / 20

Solve the problem only once

Traceability and complete documentation of code corrections

High quality and stability for customers

 SAP AG 2003, Correction and Maintenance, / 21 SLI

CSx Correction System

 SAP AG 2003, Correction and Maintenance, / 22

Maintenance Life Cycle

Problem Implemen- Message

Message Template T115: Support Package Validation

 SAP AG 2003, Correction and Maintenance, / 23

Support Organisation and Processes

3 Monitoring Messages in CSS

Summary & Additional Info