Operations Guide | PUBLIC

2020-12-22

Operations Guide for SAP Global Trade Services

11.0 SP19
© 2021 SAP SE or an SAP affiliate company. All rights reserved.

THE BEST RUN

Content

1 Getting Started. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
1.1 Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
1.2 Global Definitions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
1.3 Important SAP Notes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

2 Technical System Landscape. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

2.1 Scenario/Component Matrix. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
2.2 Related Documentation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7

3 Monitoring of SAP Global Trade Services. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

3.1 Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9
3.2 Alert Monitoring with CCMS. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
CCMS Monitoring Installation and Setup. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Component-Specific Monitoring. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
3.3 Detailed Monitoring and Tools for Problem and Performance Analysis. . . . . . . . . . . . . . . . . . . . . . . 13
Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13
Trace and Log Files. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Interface Monitors. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Data Growth and Data Archiving Monitors. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Specific Problem Analysis Tools. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
3.4 Data Consistency. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

4 Management of SAP Application. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .19

4.1 Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
4.2 Starting and Stopping. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
4.3 Software Configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
4.4 Administration Tools. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
4.5 Backup and Restore. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
4.6 Application Copy. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
4.7 Periodic Tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Scheduled Periodic Tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Required Manual Periodic Tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
4.8 Load Balancing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .24
4.9 User Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
4.10 Printing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

5 High Availability. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Operations Guide for SAP Global Trade Services 11.0 SP19

2 PUBLIC Content
5.1 Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
5.2 Recovery Scenario. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

6 Software Change Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .26

6.1 Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
6.2 Transport and Change Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
6.3 Development Requests and Development Release Management. . . . . . . . . . . . . . . . . . . . . . . . . . . 27
6.4 Quality Management and Test Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
6.5 Support Packages and Patch Implementation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
6.6 Release and Upgrade Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

7 Troubleshooting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
7.1 Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
7.2 Problem Analysis. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

8 Support Desk Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

8.1 Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .30
8.2 Remote Support Setup. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
8.3 Problem Message Handover. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
8.4 Services for SAP Global Trade Services. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Solution Management Assessment (SMA). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
GoingLive Check. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Early Watch Service. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Technical Integration Check (TIC). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Volume Test Optimization (VTO) package. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Operations Guide for SAP Global Trade Services 11.0 SP19

Content PUBLIC 3
1 Getting Started

1.1 Introduction

 Caution

This guide does not replace the daily operations handbook that we recommend customers create for their
specific production operations.

Designing, implementing, and running your SAP applications at peak performance 24 hours a day has never
been more vital for your business success than now.

This guide provides a starting point for managing your SAP applications and maintaining and running them
optimally. It contains specific information for various tasks and lists the tools that you can use to implement
them. This guide also provides references to the documentation required for these tasks, so you also need
other guides such as the Master Guide, Technical Infrastructure Guide, Technical Operations Guide for SAP
NetWeaver and SAP Library.

1.2 Global Definitions

SAP Application:

An SAP application is an SAP software solution that serves a specific business area like ERP, CRM, PLM, SRM,
SCM, or GTS. The delivery of an application contains SAP components, which are essential for implementing all
application-related business scenarios, processes, and functions.

Business Scenario:

From a micro-economic perspective, a business scenario is a cycle which consists of several different
interconnected logical processes in time. Typically, a business scenario includes several company departments
and involves other business partners. From a technical point of view, a business scenario needs at least one
SAP application for each cycle and possibly other third-party systems. A business scenario is a unit, which can
be implemented separately and reflects the customer’s prospective course of business.

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4 PUBLIC Getting Started
Component:

A component is the smallest individual unit considered within the Solution Development Lifecycle; components
are separately produced, delivered, installed, and maintained.

1.3 Important SAP Notes

 Caution

Check regularly for updates of the Application Operations Guide.

Important SAP Notes

SAP Note Number Title

30289 SAProuter documentation

19227 Get the latest SAPOSCOL

209834 CCMS agent technology

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2 Technical System Landscape

2.1 Scenario/Component Matrix

This section provides an overview of which product area of SAP Global Trade Services uses which software unit.
All product areas of the software component SLL-LEG are optional depending on the business needs.

Software Com­ Business Scenarios

ponent
X = mandatory; (X) = optional; – = not part of the business scenario

Compliance Customs Man­ Preference Letter of Restitution Electronic

Management agement Processing Credit Handling Compliance
Reporting

SLL-LEG V1100 X X X X X X

SLL-PI 900_600 X X X X X (X)

(SP22+)

SAP_AP 700 X X X X X X

SAP NetWeaver X X X X X X
ABAP Stack

SAP NetWeaver (X) X X (X) X -

Java Stack for
Adobe Docu­
ment Server
(ADS)

SAP NetWeaver (X) - - - - -

Search and
Classification
(TREX)

SAP NetWeaver (X)

7.0+ based on
SAP HANA Plat­
form (SPS 009)

SAP NetWeaver (X) (X) (X) (X) (X) -

Business Intelli­
gence

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 Software Com­ Business Scenarios
ponent
X = mandatory; (X) = optional; – = not part of the business scenario

Compliance Customs Man­ Preference Letter of Restitution Electronic

Management agement Processing Credit Handling Compliance
Reporting

SAP NetWeaver (X) (X) (X) (X) (X) -

BI Content
BI_CONT

Converter Soft­ - X - - - -
ware (e.g. See­
burger BIS)

Adobe Acrobat (X) (X) (X) (X) (X) -

Reader

2.2 Related Documentation

For more information about the technical system landscape, see the following table:

Topic Guide/Tool Location

Application-specific areas such as the Master Guide for GTS http://help.sap.com/gts

following:

● Compliance Management
● Customs Management
● Preference Processing
● Letter of Credit
● Restitution Electronic
● Compliance Reporting

Technology Components such as SAP Master Guide for SAP NetWeaver http://help.sap.com/nw
NetWeaver Application Server
Technology SAP Neweaver Platform

7.4 Installation and Upgrade

Information Master Guide

Sizing Quick Sizer Tool https://www.sap.com/about/bench­

mark/sizing.quick-sizer.html#quick-si­
Check the HANA sizing overview or use
zer
the Quick Sizer HANA version.

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Topic Guide/Tool Location

Installation Information Installation Information http://help.sap.com/nw70

Planning

Installation - SAP NetWeaver Systems

Installation - Standalone Engines and

Clients

Configuration

Security Secure Business with SAP http://support.sap.com/

● SAP Security Guides

● SAP Security Notes
● SAP Security Optimization service
● Security contacts in your company
● Advanced Secure Support

Security Guide for SAP GTS http://help.sap.com/gts

Security Guide for SAP NetWeaver http://help.sap.com/nw74

Security Information Security

Guide

Operations of NetWeaver usage types Technical Operations Guide for SAP http://help.sap.com/nw74 System
Netweaver Administration and Maintenance
Operations Information Information

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3 Monitoring of SAP Global Trade Services

3.1 Introduction

Within the management of SAP Technology, monitoring is an essential task. A section has therefore been
devoted solely to this subject.

The aim of this section is to provide information and documentation to monitor SAP GTS 11.0, for example by
utilizing the Computing Center Management System (CCMS) and create a user-defined monitor set reflecting
a customer-specific system landscape for SAP GTS.

For more information about the underlying technology, see the SAP NetWeaver Administrator’s Guide -
Technical Operations Guide, particularly the section on Monitoring, in SAP Library at http://help.sap.com/nw74
System Administration and Maintenance Information Technical Operations for SAP NetWeaver .

As SAP GTS 11.0 is powered by for SAP NetWeaver 7.4, we recommend that you set up the monitoring
infrastructure as described in the Monitoring Setup Guide for SAP NetWeaver at http://help.sap.com/nw74 .

The monitoring setup described in the Monitoring Setup Guide (MSG) for SAP NetWeaver is the foundation for
the following sections and contains all the information relevant for monitoring the SAP NetWeaver components
used in SAP GTS 11.0

Proficient knowledge in system monitoring and basic knowledge in SAP NetWeaver is required to set up and
manage user-defined monitors recommended in this guide.

3.2 Alert Monitoring with CCMS

3.2.1 Introduction

Proactive, automated monitoring is the basis for ensuring reliable operations for your SAP system
environment. SAP provides you with the infrastructure and recommendations needed to set up your alert
monitoring in CCMS to recognize critical situations for SAP GTS as quickly as possible.

For more information about the CCMS, see SAP Help Portal at http://help.sap.com/nw74 Technology
SAP Netweaver Platform 7.4 SAP Netweaver Monitoring and Administration Tools for Application Server
ABAP Monitoring in the CCMS .

To configure alert monitoring with CCMS for SAP GTS 11.0, you must set up a Central Monitoring System (CEN)
and connect the components for SAP GTS to this CEN system. For a list of these components and the business
scenarios for which they are relevant, see the section on Scenario/Component Matrix in this guide.

Since SAP GTS 11.0 utilizes SAP NetWeaver 7.4, you have to apply the Monitoring Setup Guide for SAP
NetWeaver to the component of SAP GTS, first. In addition to this, you can define special monitors for SAP GTS

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Monitoring of SAP Global Trade Services PUBLIC 9
in the CEN System’s CCMS. You can access the Monitoring templates for SAP GTS, called SAP GTS using
transaction RZ20 (see section Alert Monitoring for SAP Global Trade Services in this guide for full details).

In addition to this, you can define special monitors in the CEN system’s CCMS for your own needs. There are
also some additional monitoring objects designed to monitor cross-component communication and other
scenario-specific critical situations.

3.2.2 CCMS Monitoring Installation and Setup

The Computer Center Management System (CCMS) provides a range of monitors for SAP environments and
their components. These monitors are essential for understanding and evaluating the behavior of the SAP
processing environment. In the case of poor performance values, the monitors provide you with the
information required to fine tune your SAP system and therefore to ensure that your SAP installation is running
efficiently.

For using the application-specific alert monitors for SAP GTS 11.0, see SAP Note 1296394 . With this SAP
Note, you can install the application-specific monitors, called SAP GRC Global Trade Services, by using the XML
file that is attached to this SAP Note.

 Recommendation

We recommend the usage of SAP NetWeaver for Central Monitoring.

For more information about Central Monitoring with CCMS, see http://help.sap.com/nw74 Administration
of Application Server ABAP Monitoring and Administration Tools for Application Server ABAP Monitoring in
the CCMS

In order to enable the auto-alert mechanism of CCMS, see SAP Note 617547 .

3.2.3 Component-Specific Monitoring

One approach for monitoring an SAP GTS 11.0 landscape is to monitor each component separately in the CEN
system. The other approach is to monitor across components based on a business scenario. This section gives
you an overview of how each component for running SAP GTS could be monitored using CCMS. Which
components need to be monitored depends on the scenarios and application areas you implemented for SAP
GTS. SAP GTS is based on component SLL-LEG V1100 for which you can set up monitors using CCMS.

 Note

This monitoring set for SAP GTS includes component-related monitors such as for the application
component SLL-LEG V1100 of SAP GTS as well as for the logistics processes in the feeder system that are
channeled through the plug-in for further processing in SAP GTS. These monitors are not delivered by SAP
but can be created in the CEN system. All Monitoring Tree Elements (MTE) used for these monitors are
based on the default monitoring templates delivered by SAP.

For information about editing or creating monitors and monitor sets, see the Monitoring Setup Guide for
SAP NetWeaver on SAP Help Portal http://help.sap.com/nw74 Monitoring .

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Required Components for SAP NetWeaver 7.4 ABAP Stack

Component Release SP-Level Description of Component

SAP_BASIS 7.4 0009+ SAP Basis Component

SAP_ABA 7.4 0009+ Cross-Application Compo­

nent

SAP_GWFND 7.4 0009+ SAP Gateway Foundation

7.40

SAP_UI 7.4 0010+ User Interface Technology

7.40

PI_BASIS 7.4 0009+ Basis Plug-In

SAP_BW 7.4 0009+ SAP Business Warehouse

SAP_AP 7.0 0026+ SAP Application Platform

Monitoring for SAP NetWeaver 7.4

SAP NetWeaver 7.4 is the integration and application platform for SAP GTS 11.0, therefore we recommend that
you integrate the following SAP NetWeaver components into the monitoring infrastructure:

● SAP NetWeaver Application Server (ABAP) for SAP GTS 11.0 and its component SLL-LEG V1100
● SAP NetWeaver Application Server (Java) for the use of Adobe Document Server (ADS) for printing in SAP
GTS 11.0 or for running SAP NetWeaver Portal to use the application user roles]
● SAP NetWeaver Search and Classification (TREX)
● SAP NetWeaver Usage Type Process Integration (PI)
● SAP NetWeaver Business Intelligence (BI)

For more information about Monitoring with CCMS, see http://help.sap.com/nw74 Administration of
Application Server ABAP Monitoring and Administration Tools for Application Server ABAP Monitoring in the
CCMS

For more information and detailed procedures related to SAP NetWeaver 7.4 alert monitoring, see the
Monitoring Setup Guide for SAP NetWeaver at http://help.sap.com/nw74 and the Technical Operations
Manual for SAP NetWeaver in SAP Library under SAP NetWeaver 7.4 SAP NetWeaver Library: Function-
Oriented View Application Server Application Server ABAP Administration of Application Server ABAP
Monitoring and Administration Tools for Application Server ABAP.

Monitoring for SAP Global Trade Services

The component SLL-LEG V1100 for SAP GTS 11.0 is based on SAP NetWeaver Application Server for ABAP.

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For more information about monitoring SAP GTS 11.0 using the Computer Center Management System
(CCMS) alert monitor (transaction RZ20), see SAP Library for SAP NetWeaver 7.4 at http://help.sap.com/nw.

In SAP Library, choose SAP NetWeaver Administration Information Technical Operations for SAP
NetWeaver Technical Operations for Search and Operational Analytics MonitoringAlert Monitoring with
CCMS.

What to Monitor

The primary failure points of SAP GTS 11.0 are within the technical infrastructure. Application-specific alert
monitoring is available for component SLL-LEG V1100 as well as the dependent plug-in component of SAP GTS
in the feeder system SAP ERP, SLL_PI 900_<SAP ERP Release>.

You can set up additional monitors for specific processes in SAP GTS according to your needs, for example,
IDoc monitoring in the communication processes.

Prerequisites

● Your SAP GTS 11.0 is connected to the CEN and registered as a remote system.
● The SAPCCM4X agent is registered and running for the instance of SAP GTS.

Procedure

1. Go to transaction RZ20 and select the monitor SAP Global Trade Services.
2. On the top level, you can choose between the following monitoring areas:
○ Availability
The availability monitor allows you to monitor RFC connections between connected systems in a
system landscape. This monitor uses the standard SAP NetWeaver monitor for checking the RFC
connection. You must have set up the RFC destination to the connected system before you can use the
monitor. You can use this monitor in both components, SLL-LEG V1100 for SAP GTS as well as the
corresponding plug-in in the feeder system SLL-PI_900_<release>.
○ Logging
The logging monitor collection that you can use for SLL-LEG V1100 comprises virtual monitors and the
following log objects that you can use. Note that the logging subtree in this monitor only contains
information if the system has logged error messages. With successful operations in the system, only
the logging summary node is shown in the monitor.

CCMS Monitor Log Object Sub-Object Description Minimum Severity*

Communication with /SAPSLL/ BOM /SAPSLL/ BOM_R3 Bill of Material Transfer Error
Feeder Systems from Feeder System
(SAP ERP)

/SAPSLL/ BP /SAPSLL/ BP_DISTR Business Partner Error

Distribution

/SAPSLL/ ECC /SAPSLL/ MAT_R3 Product from Feeder Error

System (SAP ERP)

Communication with /SAPSLL/ ECC /SAPSLL/ ECC_IN ECC: Inbound Error

Authorities Processing

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 CCMS Monitor Log Object Sub-Object Description Minimum Severity*

/SAPSLL/ ECC_OUT ECC: Outbound Error

Processing

Operational Error /SAPSLL/ TREX /SAPSLL/ SAPGTS: Generating Error

TREX_LOAD Comparison Index for
SAP TREX

/SAPSLL/ SLL: Legal Control: -

TSPL_STERMS SPL: SPL Index

* Minimum severity level at which log entries influence the monitor.

Alert Monitoring for Scenarios

In addition to the component alert monitoring for all scenarios of SAP GTS 11.0, the monitoring of remote
function calls (RFCs) is required.

The scenarios of SAP GTS 11.0 use standard monitoring functions provided by SAP NetWeaver to perform alert
monitoring on RFCs. For more information, see Monitoring qRFC and tRFC Calls in SAP NetWeaver
documentation in SAP Library at http://help.sap.com/nw703 Function-Oriented View SAP NetWeaver by
Key Capability Solution Life Cycle Management Solution Monitoring Monitoring in the CCMS The Alert
Monitor Special Monitoring Functions of the Alert Monitor .

The communication process for importing and exporting goods with Customs Management of SAP GTS 11.0
also requires IDoc alert monitoring for which it uses standard alert monitoring of SAP NetWeaver. For more
information, see Central Monitoring Using ALE CCMS Monitor in SAP NetWeaver documentation in SAP Library
at http://help.sap.com/nw703 Function-Oriented View SAP NetWeaver by Key Capability Application
Platform by Key Capability Platform-Wide Services Connectivity Components of SAP Communication
Technology Classical SAP Technologies (ABAP) IDoc Interface/ALE Administration Administering ALE
Functions Monitoring Message Exchange

3.3 Detailed Monitoring and Tools for Problem and

Performance Analysis

3.3.1 Introduction

SAP GTS 11.0 with its component SLL-LEG V1100 is technically based on SAP NetWeaver Application Server
(AS) SAP NetWeaver 7.4.

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For information about technical problem analysis, for example for database, operating system, workload
analysis, and so on, refer to the Technical Operations Guide for SAP NetWeaver in SAP Library at http://
help.sap.com/nw74 System Administration and Maintenance Information Technical Operations Guide .

This Guide covers only the differences and additional information specific to the SAP GTS.

3.3.2 Trace and Log Files

Trace files and log files are essential for analyzing problems. For SAP GTS 11.0 with its ABAP component SLL-
LEG V1100 is this done in the application log. The application logs for all scenarios of SAP GTS 11.0 are
integrated into the relevant functions for the individual business processes content and can be accessed within
the individual functions.

To select application logs from a single point of entry, the standard transaction SLG1 can be utilized which is
provided by SAP NetWeaver. Each log has the attributes Object and Sub-object. These attributes identify the
application that wrote the log. You can find the objects and sub-objects of SAP GTS by selecting software
component SLL-LEG and object /SAPSLL/* with all assigned sub-objects.

Application logs for the following objects and their sub-objects

Application Log Name Description

/SAPSLL/API_INBOUND API Inbound Processing

/SAPSLL/BOM Bill of Materials (Preference)

/SAPSLL/BOP Bill of Product (Restitution)

/SAPSLL/BP Business Partner

/SAPSLL/CUC Customs Code Lists

/SAPSLL/CUHD Customs Shipments and Customs Declarations (Documents

for Customs Management)

/SAPSLL/CUHD_ARCHIVE Customs Document: Archiving

/SAPSLL/CUHD_MAP Mapping of API Interface to Customs Document

/SAPSLL/CUHD_SPL Document SPL screening (scenario B2/C2)

/SAPSLL/CUHD_SYNCH Synchronization of Document with Feeder System

/SAPSLL/CUPED Supplementary Customs Declaration

/SAPSLL/CUPED_ARCH Supplementary Customs Declaration: Archiving

/SAPSLL/CUST Legal Services

/SAPSLL/ECC Electronic Communication

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 Application Log Name Description

/SAPSLL/GEN Generation

/SAPSLL/IVM Inventory Management

/SAPSLL/KMAT Configurable Materials

/SAPSLL/LCLIC Legal Control: License

/SAPSLL/LLNS Tariff Number System

/SAPSLL/PR Customs Product

/SAPSLL/PREF Preference

/SAPSLL/RES Restitution

/SAPSLL/REX Reexport

/SAPSLL/SPL_ARCHIVE Archiving of the Sanctioned Party List Screening Data

/SAPSLL/TLC Customs Value

/SAPSLL/TREX Sanctioned Party List Screening with TREX

/SAPSLL/TSPL Master Data for Sanctioned Party List Screening

/SAPSLL/WL Logistics Integration Worklist

/SAPSLL/WL_ARCHIVE Archiving for Logistics Integration Worklist

SAP GTS uses standard SAP NetWeaver technology for its system logs and traces.

For more information, see SAP Library for SAP NetWeaver at http://help.sap.com/nw. In SAP Library for
SAP NetWeaver 7.4, choose SAP NetWeaver Library: Function-Oriented View Application Server
Application Server ABAP Administration of Application Server ABAP Monitoring and Administration Tools
for Application Server ABAP

For more information about the process-integrated application log, see the relevant process and functional
documentation for SAP GTS scenarios in SAP Library at http://help.sap.com/grc-gts Global Trade
Services <Release> Application Help <Language> .

3.3.3 Interface Monitors

Interface monitors are essential for analyzing problems with interfaces such as RFC, IDoc, and HTTP.

SAP GTS 11.0 uses the standard tools available in the SAP Web Application Server 7.4, and does not require an
application-specific tool. For more information, see the Technical Operations Manual for SAP NetWeaver. SAP

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Transportation Management uses standard tools to monitor the XI interfaces. Use transaction SXI_MONITOR
to monitor XI interfaces.

For more information, see the Monitoring Setup Guide for SAP NetWeaver on SAP Help Portal at http://
help.sap.com/nw70 Monitoring Monitoring Setup Guide for NW 7.0 SP Stack <SPS Number> and the
Technical Operations Guide at http://help.sap.com/nw703 System Administration and Maintenance
Information Technical Operations Guide Administration of SAP NetWeaver Systems AS ABAP (Application
Server for ABAP) Administration Connectivity .

3.3.4 Data Growth and Data Archiving Monitors

You can monitor archiving of objects, such as documents or audit trails, independently of SAP GTS, for example
in any SAP ERP system. You can access the Archive Information System (AS) for this in transaction SARA and
by choosing Archive Explorer. From here, you can select the archived objects you want to display.

For more information, see the following documentation available on SAP Library:

Monitor Documentation

Data Archiving Monitor Technical Operations Guide in SAP Library at http://

(SAR_SHOW_MONITOR) help.sap.com/nw703 System Administration and

Maintenance Information Technical Operations Guide

Database Monitoring
General Administration Tasks and one of the following op­
(ST04, DB02) tions

● Data Archiving

● Database Administration

The following table lists the fastest growing tables for SAP GTS 11.0. If you integrated your processes into the
logistics processes of SAP ERP as your feeder system, you should also refer to the feeder system tables listed
below.

Component Table

SLL-LEG V1100 CDPOS

CDHDR

BALHDR

/SAPSLL/CORREF

/SAPSLL/CUIT

/SAPSLL/CUPEDRI

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 Component Table

/SAPSLL/CUSWLD

/SAPSLL/CUSWLF

/SAPSLL/CUSWLQ

/SAPSLL/PRPREF

Feeder System /SAPSLL/OBJIDX

/SAPSLL/SSF

For more information about archiving objects, see the following documentation in SAP Library at http://
help.sap.com/grc-gts Global Trade Services <Release> Application Help <Language> System
Administration Archiving Data .

For information about periodic tasks required to contain data growth (that is, to reorganize temporary data),
see Periodic Tasks in this guide.

3.3.5 Specific Problem Analysis Tools

SAP GTS 11.0 uses the following monitoring functions provided by SAP NetWeaver Application Server ABAP for
SAP NetWeaver 7.4, which are particularly vital for the processes in SAP GTS.

IDoc Monitoring

For communicating with the feeder system or the converter software, you can monitor transactional remote
function calls (tRFC) using transaction sm58. There, you can display the tRFCs that were sent asynchronously
and determine whether any errors occurred. Then choose System Administration System Communication
IDoc Monitoring to monitor the following:

● IDoc List Display

You can display all the inbound and outbound IDocs
● IDoc Search
You can search for specific IDocs
● IDoc Statistics
You can call inbound and outbound IDocs that were sent and received during a specific time frame. You can
also see which errors occurred in the IDoc processing.
● IDoc Status Monitoring
You can display the status of IDocs that still have to be processed.

For more information about the communication process with the authorities, see the documentation in SAP
Library at http://help.sap.com/gts Global Trade Services <Release> Application Help <Language>

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 System Administration System Monitoring Communication between SAP GTS, EDI Converter, and
Customs Authorities .

Transactional Remote Function Call Monitoring

For communicating with the feeder system or the converter software, you can monitor transactional remote
function calls (tRFC) using transaction sm58. There, you can display the tRFCs that were sent asynchronously
and determine whether any errors occurred.

SOA Services Monitoring

You can use the monitoring for SOA services. To do so, call transaction SXMB_MONI and choose Monitor for
Processed XML Messages (transaction SXI_MONITOR).

Distributed Statistical Records

For more information about the motivation behind distributed statistical records and how to define and use
them, see section Technology in the Monitoring Setup Guide for SAP NetWeaver on SAP Help Portal at http://
help.sap.com/nw70 Monitoring Monitoring Setup Guide (CEN 7.0 EHP<#> SP Stack <#>) .

3.4 Data Consistency

SAP GTS 11.0 only consists of one application component. Thus data inconsistency and data storage errors
between different components cannot occur.

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4 Management of SAP Application

4.1 Introduction

SAP provides you with an infrastructure to help your technical support consultants and system administrators
effectively manage all SAP components and complete all tasks related to technical administration and
operation. This infrastructure provides the following:

● A central interface for managing administrative middleware tasks

● Improved problem resolution processes for the entire solution
● Standardized administration of user profiles

For more information about the underlying technology, see the Technical Operations Guide of SAP
enhancement package 3 for SAP NetWeaver 7.0.

4.2 Starting and Stopping

SAP GTS 11.0 is an add-on and therefore complies with the Start and Stop Sequence and Tools of SAP
NetWeaver 7.4, on which SAP GTS is installed.

For more information, see Starting and Stopping the System in the Technical Operations Guide for SAP
NetWeaver in SAP Library at http://help.sap.com/nw74 System Administration and Maintenance
Information Application Help Function-Oriented View Solution Life Cycle Management Starting and
Stopping SAP NetWeaver Application Server ABAP and Java .

For the list of components required for each scenario, see Software Component Matrix in this guide.

Refer to Troubleshooting in this guide for analyzing problems if a component does not start properly.

4.3 Software Configuration

This chapter explains which components or scenarios used by this application are configurable and which tools
are available for adjusting.

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Application configuration tools

Configuration Tool(s) Description

Customizing You can access Customizing in the application system with

transaction code SPRO. Customizing is the standard SAP
tool for ABAP-based systems used for component Custom­
izing.

SAP Solution Manager SAP Solution Manager is the standard tool for process- and
scenario-based configuration. For more information, see
SAP http://support.sap.com/solutionmanager .

Note that SAP GTS only requires the configuration of the business scenarios and processes. With SAP GTS
being an add-on to SAP NetWeaver, no technical configuration is required that is specific to SAP GTS. It only
uses basis parameters for the database, operating system, and Application Server ABAP provided by SAP
NetWeaver.

For more information about configuration and its concept, see SAP Library at http://help.sap.com/nw74
Application Help Function-Oriented Viewy Solution Lifecycle Management Customizing .

4.4 Administration Tools

SAP GTS 11.0 and its component SLL-LEG V1100 are technically based on SAP NetWeaver. For information
about the relevant administration tools, see the Technical Operations Guide for SAP NetWeaver 7.4 in SAP
Library at http://help.sap.com/nw74 System Administration and Maintenance Information .

4.5 Backup and Restore

You need to back up your system landscape regularly to ensure that you can restore and recover it in case of
failure. The backup and restore procedure for SAP GTS 11.0 as an add-on is identical to the one for SAP
NetWeaver 7.4 on which SAP GTS is installed.

For more information about the following topics see the section mentioned in the Technical Operations Guide
for SAP NetWeaver in SAP Library athttp://help.sap.com/nw74 System Administration and Maintenance
Information Operations Information :

● For Backup and Recovery, see Administration of SAP NetWeaver Systems AS ABAP (Application Server
for ABAP) Administration Backup and Recovery
● For High Availability, see section General Administration Tasks

The backup and restore strategy for applications consists of two parts:

● Backup and restore coverage for each component (see table below)
● Cross-system data dependencies and handling

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The backup and restore strategy for your system landscape should not only consider SAP systems but should
also be embedded in overall business requirements and incorporate your company’s entire process flow.
In addition, the backup and restore strategy must cover disaster recovery processes, such as the loss of a data
center through fire. It is most important in this context that you ensure that backup devices are not lost
together with normal data storage (separation of storage locations).
Categories of System Com­ Category Properties
ponents
I Only software, no configura-
tion or application data
II Only software and configura-
tion information, no applica­
tion data
IX Original application data,
data exchange with other
systems, data not managed
by a DBMS
XI Original application data,
data exchange with other
systems, based on SAP Net­
Weaver Application Server
Operations Guide for SAP Global Trade Services 11.0 SP19
Management of SAP Application
Suggested Methods for Examples
Backup and Restore
● No backup, new installa­ BDOC modeler
tion in case of a recovery
or
● Initial software backup
after installation and up­
grade
● Backup of log files
● Backup after changes SAP Gateway
have been applied or
Comm. Station
● No backup, new installa­
tion and configuration in SAP Business Connector
case of a recovery
SAP IPC (2.0C)
● Backup of log files
Data -
● Application specific file
system backup, data
consistency with other
systems must be con­
sidered
● Backup of software, con­
figuration, log files
Data ● SAP ERP
● SAP Customer Relation­
● Database and log
ship Management (SAP
backup, application log
CRM)
backup (such as job logs
in file system), data con­ ● SAP NetWeaver Busi­
sistency with other sys­ ness Intelligence (SAP
tems must be consid­ NetWeaver BI)
ered
● Backup of software, con­
figuration, log files
PUBLIC 21
Component Categories Data to be backed up Application Data

SLL-LEG V1100 XI ● Database and log ● Original

backup ● Replicated
● File system backup (full
and/or incremental)

SLL_PI 900_<SAP ERP Re­ IX Database and log backup Original

lease>

SAP NetWeaver TREX I File system backup -

SAP NetWeaver ADS II File system backup Original

4.6 Application Copy

For more information about prerequisites, procedures, and limitations for copying components of SAP GTS,
see section System Copy in the Technical Operations Guide for SAP NetWeaver in SAP Library at http://
help.sap.com/nw74 System Administration and Maintenance Information Technical Operations for SAP
NetWeaver Administration of SAP NetWeaver Systems and components Administration of Application
Server ABAP Background Processing .

4.7 Periodic Tasks

4.7.1 Scheduled Periodic Tasks

For more information about standard background jobs and periodical tasks for SAP NetWeaver components,
see the Technical Operations Guide for SAP NetWeaver in SAP Library at http://help.sap.com/nw74
System Administration and Maintenance Information Technical Operations for SAP Netweaver
Administration of SAP NetWeaver Systems and components Administration of Application Server ABAP
Background Processing .

4.7.2 Required Manual Periodic Tasks

This chapter describes all manual tasks required to run periodically to keep the application running smoothly
over time. A manual task needs a person for each execution in comparison to the scheduled tasks listed above
which can be automated using a task scheduler program. It is important that you monitor the successful
execution of these tasks on a regular basis.

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SAP GTS creates log files to identify problems. You need to check the log files on a regular basis, for example, to
detect blocked documents. This enables you to identify problems promptly and to react accordingly.

Also, the following application-specific tasks are relevant for the execution of background jobs or require
execution in background jobs:

● In feeder system:
○ Check change pointers for master data and transfer changed data from feeder system to SAP GTS
○ Creditors – relevant for all scenarios in the application
○ Debitors – relevant for all scenarios in the application
○ Material master – relevant for all scenarios in the application
○ Bill of materials – relevant for Trade Preference Processing and Legal Control of the application
○ Transfer duty-paid stock for customs warehousing – relevant for Imports and Exports with Customs
Management of the application
For more information about the periodic tasks in the feeder system for SAP GTS, see section Data
Replication in the Configuration Guides on SAP Support Portal at https://support.sap.com/swdc SAP
Installations and Upgrades Installation and Upgrade Guides Analytics Governance, Risk and
Compliance SAP Global Trade Services <Release> .
● In SAP GTS
Distribute Product Data to Feeder System for Special Customs Procedures – relevant for imports and
exports with Customs Management of the application
http://help.sap.com/gts Global Trade Services <Release> Application Help <Language>
Customs Management Master Data .
For more information, see the documentation in SAP Library at http://help.sap.com/gts .
Further functions can also be scheduled for background processing but do not require periodical
execution. The relevant functional descriptions contain references if execution of the programs using
background jobs is possible.
In the SAP GTS Area Menu, choose System Administration System Monitoring Background
Processing
Generell
○ Reorganization of Obsolete Transactions
○ Completed Customs Declaration/GR Quantities
○ Process Supplementary Customs Declarations
○ Reorganize Determination Strategy
○ Determine Closing Portions for Free Circulation w/Prescibed End Use
○ Create Installation Statement for Free Circulation w/Prescibed End Use
Customs Warehouse
○ Customs Warehouse Completion Information
○ Determine Duty-Unpaid Individual Stock Items for Customs Warehouse
○ Determine Relevance for Collective Completion for Customs Warehouse Automatically
○ Add Closing Stock for Stock Month
○ Process Domestic Goods Issues
Stocklists for Customs Warehouse
○ Display Complete Stock Overview
○ Display Duty-Unpaid Individual Stock
○ Extended View of Duty-Unpaid Individual Stock
Inward Processing / Processing Under Customs Control

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Management of SAP Application PUBLIC 23
 ○ Process Worclist of Customs Export Declaration Items
○ Create Settlement Run for Inward Processing/Processing Under Customs Control
Outward Processing
○ Process OP Items for Import Declarations
Processing Trade
○ Create Settlement Run for Processing Trade
Foreign-Trade Zone
○ Process Stock Receipts into Foreign-Trade Zone
○ Post Stock to Foreign-Trade Zone
○ Process Stock Issues from Foreign-Trade Zone
○ Assign FTZ Closing Portions to Export Declaration

4.8 Load Balancing

SAP GTS uses no specific load balancing methods for its one component SLL-LEG. If necessary, it only applies
methods provided by the basis technology of SAP NetWeaver.

For more information about the load balancing with SAP NetWeaver, see SAP Library at http://help.sap.com/
nw74 System Administration and Maintenance Information Technical Operations for SAP NetWeaver
Administration of SAP NetWeaver systems and components .

4.9 User Management

SAP GTS uses the user management tools provided by SAP NetWeaver.

For more information, see http://help.sap.com/nwidm Identity Management .

4.10 Printing

SAP GTS uses the SAP NetWeaver technology for printing. For more information about printing, see SAP
Library at http://help.sap.com/nw703 Function-Oriented View SAP NetWeaver by Key Capability
Solution Lifecycle Management by Key Capability System Management SAP Printing Guide (BC-CCM-
PRN) .

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5 High Availability

5.1 Introduction

The processes of SAP GTS are based on master and transaction data from one or more feeder systems. If a
failure on SAP GTS’ component SLL-LEG occurs, all business processes in the feeder system based on action in
SAP GTS cannot be performed.

5.2 Recovery Scenario

To avoid any inconveniences SAP GTS provides a recovery scenario. In SAP Compliance Management, for
example, the discontinuation of the logistics processes in the feeder systems depends on Customizing settings
for each area within SAP Compliance Management. If action from SAP GTS is required by the feeder system at
a time when SAP GTS is not available, you can configure your system in such a way that one of the following
options holds true:

● Either all subsequent processes are blocked until SAP GTS is available again and can perform the tasks
needed before continuing the processes in the feeder system.
● All subsequent processes can be performed without getting a response from SAP GTS and SAP GTS will
perform the tasks once the system becomes available again.
● Alternatively, you can allow all subsequent processes to be performed without any checks if SAP GTS is not
available.

 Note

We recommend you also refer to the following documentation:

● BC SAP High Availability for SAP NetWeaver 7.4

This document provides a general discussion and sound introduction to the topic of high availability for
the SAP NetWeaver Application Server. It is part of the standard SAP documentation package delivered
with SAP NetWeaver Application Server. It deals comprehensively with safeguarding SAP NetWeaver
Application Server system operation.
You can find this document at https://help.sap.com/doc/erp2005_ehp_03/6.03/en-US/72/
cd1e4261ea5433e10000000a155106/frameset.htm .
● Switchover
For information about switchover, see the infrastructure information on SAP Help Portal at https://
help.sap.com/viewer/p/SAP_NETWEAVER_PROCESS_INTEGRATION Planning Technical
Infrastructure Guide High Availability Support for Failover Clustering (HA) Switchover Units and
in the installation information at http://help.sap.com/nw70 Installation - SAP NetWeaver Systems
Installation Guide – SAP NetWeaver 7.0 incl. EHP2 .

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6 Software Change Management

6.1 Introduction

Software Change Management standardizes and automates software distribution, maintenance, and testing
procedures for complex software landscapes and multiple software development platforms. These functions
support your project teams, development teams, and application support teams.

The goal of Software Change Management is to establish consistent, solution-wide change management that
allows for specific maintenance procedures, global rollouts (including localizations), and open integration with
third-party products.

SAP GTS 11.0 and its component SLL-LEG V1100 are based on SAP NetWeaver Application Server ABAP of SAP
NetWeaver 7.4.

You can find information about the Software Change Manager in the section of the Technical Operations for
SAP NetWeaver in SAP Library at http://help.sap.com/nw74 Application Help Function-Oriented View
<Choose language> Solution Life Cycle Management Software Logistics Software Change
ManagementChange and Transport System

You can use the Change and Transport System (CTS) (SAP NetWeaver Application Server ABAP) to organize
developments projects in the ABAP Workbench and customizing projects and to transport your changes to the
SAP systems of your system landscape. You van also use the Enhanced Change and Transport System to
transport Java objects and non-ABAP objects together with the ABAP objects in your system landscape.

6.2 Transport and Change Management

SAP NetWeaver includes the Change and Transport System (CTS) which is a tool that helps you to organize
development projects in the ABAP Workbench and in Customizing, and then transport the changes between
the SAP Systems in your system landscape.

For more information, see Technical Operations Guide for SAP NetWeaver in SAP Library at http://
help.sap.com/nw74 System Administration and Maintenance Information Technical Operations Guide
Administration of SAP NetWeaver Systems Administration of Application Server ABAP ) Change and
Transport System .

The Change and Transport System (CTS) is a tool that helps you to organize development projects in the ABAP
Workbench and in Customizing, and then transport the changes between the SAP systems in your system
landscape.

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6.3 Development Requests and Development Release
Management

The transport workflow provides a framework for transporting enhancements or new developments of existing
business functions in a system landscape. It provides a direct connection between development and transport
administration. The transport workflow manages the transport process, determines the user for each
individual step automatically, and then displays an interface that they can use to perform the task directly.

It is an efficient method of transporting a selected number of requests into a group of transport targets, and
uses clearly defined approval steps to ensure the quality of your target systems.

For more information, see the Technical Operations Guide for SAP NetWeaver in SAP Library at http://
help.sap.com/nw74 System Administration and Maintenance Information Technical Operations Guide
Administration of SAP NetWeaver Systems and components Administration of Application Server ABAP
Software Logistics???????????? Releasing Software Changes and Quality Management .

6.4 Quality Management and Test Management

You can test interfaces with the test workbench for SAP NetWeaver Application Server (ABAP).

For more information, see the documentation in SAP Library at http://help.sap.com/nw74 Application
Help Function-Oriented View <Choose Language> Solution Life Cycle Management Test .

6.5 Support Packages and Patch Implementation

Information about the Support Packages (SPs) available for SAP GTS 11.0 can be found in the Release
Information on SAP Support Portal at https://support.sap.com/maintenance-schedule .

Support Packages for components based on the SAP NetWeaver Application Server ABAP are applied using
the Support Package Manager. For more information, see the Technical Operations Guide for SAP NetWeaver in
SAP Library at http://help.sap.com/nw74 System Administration and Maintenance Information Technical
Operations for SAP NetWeaver .

SAP Notes that require code changes for components based on the SAP NetWeaver Application Server ABAP
can be applied using the SAP Note Assistant.

For more information, see the documentation in SAP Library at http://help.sap.com/nw74 SAP Netweaver
Platform 7.4 Application Help Function-Oriented View Solution Life Cycle Management Software
Logistics Note Assistant .

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6.6 Release and Upgrade Management

You can check which components are installed in your system by logging on to your SAP GTS and selecting
from the menu options System Status .

For more information about release and upgrade options or plans for SAP GTS, see https://
support.sap.com/pam .

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7 Troubleshooting

7.1 Introduction

SAP GTS 11.0 uses standard functions for troubleshooting in SAP Web Application Server 7.4 and does not
require application-specific tools or procedures.

For more information, see SAP Library for SAP NetWeaver on SAP Help Portal at http://help.sap.com/nw74
System Administration and Maintenance Information Technical Operations for SAP NetWeaver
Administration of Application Server ABAP Monitoring and Administration Tools for Application Server ABAP
Troubleshooting

7.2 Problem Analysis

The SAP NetWeaver Problem Analysis Guide contains the following problem analysis scenarios for the various
components of the usage type Application Server.

● Security Problem Analysis Scenarios

● Adobe Document Services Problem Analysis Scenarios
● System Landscape Directory Problem Analysis Scenarios
● SAP Knowledge Warehouse Problem Analysis Scenarios
● Web AS Java
○ Change Management Server Problem Analysis Scenarios
○ J2EE Engine Problem Analysis Scenarios
○ Web Dynpro Java (ESS Scenario) Problem Analysis Scenarios
○ Design Time Repository Problem Analysis Scenarios
○ SAP Java Connector Problem Analysis Scenarios

For more information about problem analysis and troubleshooting for all SAP NetWeaver Usage Types, see the
SAP NetWeaver Problem Analysis Guide (PAG) in SAP Library at http://help.sap.com/nw74 Function-
Oriented View Solution Lifecycle Management SAP NetWeaver PAG Usage Type Application Server
ABAP .

If you encounter specific problems in executing processes you need to check the logs in the feeder system and
in SAP GTS. If no monitoring information is displayed in the CCMS Alert Monitor with transaction RZ20 of the
central monitoring system, see CCMS Monitoring Infrastructure Problem Analysis Guide (PAG).

In addition, a troubleshooting section for the communication process between SAP GTS, the converter system,
and the Customs authorities when processing imports and exports with Customs Management is included in
SAP Library for SAP GTS. For more information, see SAP Library at http://help.sap.com/grc Global Trade
Services <Release> Application Help <Language> System Administration System Monitoring .

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8 Support Desk Management

8.1 Introduction

Support Desk Management enables you to set up an efficient internal support desk for your support
organization that seamlessly integrates your end users, internal support employees, partners, and SAP Active
Global Support specialists with an efficient problem resolution procedure.

For support desk management, you need the methodology, management procedures, and tools infrastructure
to run your internal support organization efficiently.

8.2 Remote Support Setup

SAP support needs to be able to work remotely for highest efficiency and availability. For this support, SAP
uses a remote connection with SAProuter for a specific problem that you log by creating a customer message
in the SAP Support Portal. For information about SAProuter, see SAP Note 486688 . This SAP Note refers to
specific settings or parameters that are necessary. Further assistance is provided in SAP Note 812386

8.3 Problem Message Handover

When sending problem messages/tickets to SAP, use components SLL-LEG* and provide a detailed and
reproducible problem description.

8.4 Services for SAP Global Trade Services

8.4.1 Introduction

SAP GTS offers safeguarding and solution management services to optimize your implementation project:

For more information about these services, see SAP Safeguarding on SAP Support Portal at https://
support.sap.com/support-programs-services/programs/activeembedded.html .

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8.4.2 Solution Management Assessment (SMA)

The SAP Solution Management Assessment maps your solution landscape and your core business processes.
It identifies weak points and the impact they have on your core business processes. A list is then generated
containing the measures we recommend you to take for your solution as well as an action plan, which explains
how and when these measures can be implemented.

8.4.3 GoingLive Check

The SAP GoingLive Check helps you manage technical risk to ensure optimal performance, availability, and
maintainability of SAP GTS. You can use it during a new implementation or when you experience a significant
increase of data and user volume. It proactively analyzes your core business processes within your solution
landscape to guide you to a smooth start of production and technically robust operations afterwards.

8.4.4 Early Watch Service

The SAP EarlyWatch Check analyzes the components of your SAP solution, your operating system, and
database to determine how to optimize performance and keep your total cost of ownership to a minimum.

8.4.5 Technical Integration Check (TIC)

The technical integration check safeguards your implementation project from complications due to integration
issues. It looks at the critical interfaces in your core business processes and makes sure they meet the
requirements of SAP GTS in terms of availability, performance, maintainability, and data consistency.

8.4.6 Volume Test Optimization (VTO) package

With this package, SAP provides help and guidance to optimize your test procedure and administration during
the volume and stress test phase of a project. This service provides recommendations on how to improve your
current test environment and how to effectively use latest SAP test technologies.

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Important Disclaimers and Legal Information

Hyperlinks
Some links are classified by an icon and/or a mouseover text. These links provide additional information.
About the icons:

● Links with the icon : You are entering a Web site that is not hosted by SAP. By using such links, you agree (unless expressly stated otherwise in your
agreements with SAP) to this:

● The content of the linked-to site is not SAP documentation. You may not infer any product claims against SAP based on this information.
● SAP does not agree or disagree with the content on the linked-to site, nor does SAP warrant the availability and correctness. SAP shall not be liable for any
damages caused by the use of such content unless damages have been caused by SAP's gross negligence or willful misconduct.

● Links with the icon : You are leaving the documentation for that particular SAP product or service and are entering a SAP-hosted Web site. By using such
links, you agree that (unless expressly stated otherwise in your agreements with SAP) you may not infer any product claims against SAP based on this
information.

Videos Hosted on External Platforms

Some videos may point to third-party video hosting platforms. SAP cannot guarantee the future availability of videos stored on these platforms. Furthermore, any
advertisements or other content hosted on these platforms (for example, suggested videos or by navigating to other videos hosted on the same site), are not within
the control or responsibility of SAP.

Beta and Other Experimental Features

Experimental features are not part of the officially delivered scope that SAP guarantees for future releases. This means that experimental features may be changed by
SAP at any time for any reason without notice. Experimental features are not for productive use. You may not demonstrate, test, examine, evaluate or otherwise use
the experimental features in a live operating environment or with data that has not been sufficiently backed up.
The purpose of experimental features is to get feedback early on, allowing customers and partners to influence the future product accordingly. By providing your
feedback (e.g. in the SAP Community), you accept that intellectual property rights of the contributions or derivative works shall remain the exclusive property of SAP.

Example Code
Any software coding and/or code snippets are examples. They are not for productive use. The example code is only intended to better explain and visualize the syntax
and phrasing rules. SAP does not warrant the correctness and completeness of the example code. SAP shall not be liable for errors or damages caused by the use of
example code unless damages have been caused by SAP's gross negligence or willful misconduct.

Bias-Free Language
SAP supports a culture of diversity and inclusion. Whenever possible, we use unbiased language in our documentation to refer to people of all cultures, ethnicities,
genders, and abilities.

Operations Guide for SAP Global Trade Services 11.0 SP19

32 PUBLIC Important Disclaimers and Legal Information
Operations Guide for SAP Global Trade Services 11.0 SP19
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