System Administration Made Easy 21–1

Chapter 21: 8APNet-R/3 Frontend
Contents
Overview................................................................................................................21–2
Useful SAP Notes..................................................................................................21–3
Connecting to SAPNet–R/3..................................................................................21–3
Researching a Problem with SAPNet-R/3...........................................................21–6
Registering a Developer or Object ....................................................................21–22
Opening a Service Connection..........................................................................21–30



Chapter 21: SAPNet–R/3 Frontend
Overview

Release 4.6A/B
21–2
Overview
SAPNet–R/ 3 Frontend [SAPNet-R/ 3 (formerly OSS)] is a group of services offered by SAP
that is used to:
< Search for solutions to problems
< Enter problem messages
< Register developers and objects before changing SAP objects
< Open a service connection
This connection allows SAP personnel to log on to your system(s) when solving a
problem or performing an EarlyWatch session.
< Retrieve patches from SAP
Periodically, the SAPNet–R/ 3 user interface changes as the frontend is upgraded. Therefore,
screens may not appear as shown in this book or be the same over time.
In this chapter, you will learn how to:
< Connect to SAPNet–R/ 3
< Research problems about SAPNet–R/ 3
< Open a service connection
< Register a developer and an object


If you have an ISDN connection, the telephone bill can become high. ISDN is normally
billed “by the minute” of connect time. Manage the time that you are connected to
SAPNet-R/ 3, or you could get a large phone bill for your SAP service connection.
Check with your networking person or company about how your SAP service connection
is configured. Some will hold the ISDN connection open even if there is no traffic, which
could result in an even larger phone bill.
Prerequisites
< The SAP Service connection must be set up and working
ΠSAProuter must be installed and configured
ΠOSS1 technical settings must be configured
< You must have a valid SAPNet/ OSS user ID and password for your company
Chapter 21: SAPNet–R/3 Frontend
Useful SAP Notes

System Administration Made Easy
21–3
Useful 8AP Notes
SAPNet R/3 – Note # Description
32789 OSS – Quick reference sheet
33221 Easy to Use guide for transaction OSS1 – SAPSERV4
Connecting to 8APNet-R/3

Guided Tour
1. In the Command field, enter transaction OSS1 and choose Enter.
2. Choose Logon to the SAP Online
Service System.

Once you pass this screen, the SAP
service connection is open, and the
ISDN “billing meter” is running.

3. Select 1_PUBLIC.
4. Choose Continue.

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Connecting to SAPNet–R/3

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5. In User, enter your OSS/ SAPNet
user ID.
6. In Password, enter your password.
7. In Language, enter your language
preference (for example, DE for
German). The default language is
English.
8. Choose .

This screen shows System News.
We recommend that you
periodically review these
headlines to see if any apply to
your system’s configuration.
9. Choose Continue.

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Connecting to SAPNet–R/3

System Administration Made Easy
21–5
10. The Inbox is the main SAPNet–R/ 3
screen.
In the rest of this chapter, this
screen is repeatedly referenced as
the first screen of each process.

Chapter 21: SAPNet–R/3 Frontend
Researching a Problem with SAPNet-R/3

Release 4.6A/B
21–6
Researching a Problem with 8APNet-R/3
SAPNet-R/ 3 contains a large database of problem notes. If you have a particular problem or
question, you should first search the online documentation, then search these notes. You can
also access SAP notes through SAPNet-Web.
Finding Notes in the 8APNet-R/3


Guided Tour

1. On the main SAPNet–R/ 3 screen,
choose Gen. functions.

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2. Choose Notes.
3. Choose Find.

4. Enter the search parameter(s) (for
example, sapserv4).
Additional search parameters
include:
a. Keywords with and/ or logic
b. Release number
c. Component
d. Note number
e. Priority
f. Category
5. Choose .

By using a combination of parameters,
you can search for:
“High priority” notes
< Microsoft SQL Server
< R/ 3 Release 4.0B and higher


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3
4a
4a
4a
4b
4c
4d
4e 4f
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If the search is too broad, a warning message appears.

6. If the warning window appears,
you have two options:
< Option 1: To view all
matching entries, choose Yes.
< Option 2: To return to the
previous screen and refine the
search parameters or to
narrow the results, choose No.
In this example, we chose Yes
to list all 532 entries.


7. Select a note (for example, SAP
note 0016663).
8. Choose .

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From this screen, you can read the
note online or download it to your
local PC. Once the note is
downloaded to your PC, print it
using a text editor or word
processor.

9. To download the note to your PC,
from the menu bar, choose
System → List → Save → Local file.

You can also download a note to
your PC by entering %pc in the
Command field.

10. Select unconverted.
11. Choose .

12. In File name, enter
<drive\path\filename>.
A suggested filename is the note
number and a short text
description.
13. Choose Transfer.

14. Once the file is downloaded to your local computer, you can view and print the file using a text editor
or a word processor.
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Chapter 21: SAPNet–R/3 Frontend
Researching a Problem with SAPNet-R/3

Release 4.6A/B
21–10
Entering Customer Messages {Problems} into 8APNet-R/3
If you have searched both the online documentation and SAP notes and not found the
answer to your question or problem, then submit a SAPNet message.


The SAPNet message function does not replace consulting. Messages entered into SAPNet
are for reporting and getting resolution on SAP problems or bugs. If a message is
interpreted as a request for consulting information, it will be returned to you, and you will
be advised to seek consulting assistance.
Include as much information as possible in your message, so the SAPNet Hotline
consultants will be able to best help you. Indicate where in the online documentation you
have searched and the individual SAP notes you have reviewed. Assign your message a
priority from the following table below:

Priority Situation
Very High < In your production system, only for system or application
shutdown
< In your nonproductive system, during a critical project phase
These messages are reviewed by an Online Service System/ SAPNet
consultant within 30 minutes of arrival. If the problem does not fall
within the defined description for a “very high” priority problem,
the priority is immediately reduced.
Do not assign a message this priority if you cannot be available to
receive a call back from SAP. If SAP attempts to call you and you
cannot be reached, your message may be downgraded.
High
This priority is for situations when important applications or
subprograms fail in function, or for a system shutdown in a
nonproductive system.
Medium
This priority is for errors with less serious consequences than the
above two cases, where the operation of the productive system is
not seriously affected.
Low This priority is for minor errors, such as documentation errors,
typographical mistakes, etc.



Use care when assigning a priority to your message. If the problem does not meet the Very
High criteria, assigning the message this priority will not guarantee you a quicker response
time.
Chapter 21: SAPNet–R/3 Frontend
Researching a Problem with SAPNet-R/3

System Administration Made Easy
21–11
The following list contains hints that can improve total problem resolution time:
Component
< If you know the specific component, assign it.
If you do not know it, do not assign to a detailed component level (for example, assign it
to level 3, BC-CCM-PRN rather than a level 4 BC-CCM-PRN-DVM). The SAPNet Hotline
consultant can assign a specific component. If you assign the message to a wrong
component, and it is forwarded to the incorrect person, time is lost. It will take that
much more time to resolve your problem.
< Be aware that the cause of the problem may be in an area other than the module you are
working on.
Problem description
< Be clear and descriptive.
The better the information you provide, the better the results. Information that is clear to
you may not be clear to the hotline consultant.
< Provide enough data so that SAPNet Hotline personnel will not have to ask additional
questions before beginning work on your problem:
Examples of complete data includes:
ΠIf there is an error message, enter it exactly as it appears.
ΠProvide the transaction or menu path describing where the error or problem
occurred.
ΠIndicate if the problem can be duplicated on your test system.
ΠDescribe the circumstances that created the problem.
ΠDescribe anything unique about the data entered in the transaction where the
problem occurred.
ΠList which problem-related SAP notes that have been reviewed and which notes
have been applied.
ΠList which actions and research you have already performed.
< The following examples are messages in which the SAPNet hotline requires more
information before beginning on the problem:
Œ “FB01 does not work.”
Œ “The system is slow.”


Keep your system technical information in SAPNet current and correct. This information
is used by hotline personnel when they work on your problem.
Chapter 21: SAPNet–R/3 Frontend
Researching a Problem with SAPNet-R/3

Release 4.6A/B
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Guided Tour

1. On the main SAPNet–R/ 3 screen,
choose Messages.
2. Choose Create.

3. Select your system <SID> (for
example, SAS).
Depending on your installation,
this screen may not appear.
4. Choose .

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From the message entry screen:
5. Verify phone and fax numbers.
6. Verify the R/ 3 release (required).
7. Verify the system type (required).
8. Enter the Component area where
the error occurred (required).
You can also choose to make a
selection.
9. Select the priority (see the table on
page 21–10 for a list of priorities.)
10. Enter a short description of the
problem (required).
11. Provide, where possible, the
following information:
< Kernel patch level
< Kernel release
< Transaction code or menu path
< Program name
< Error message
12. Describe the sequence of your
actions as precisely as possible.
13. Describe any modification(s) you
made to the standard system.
14. Provide the following remote
access information:
< System ID
< Client number
< User ID
< Type of connection
15. Choose Save.



To control access to your system and mange how long the service connection is open, request
that you be contacted to:
< Get the password
< Open the SAP service connection
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Chapter 21: SAPNet–R/3 Frontend
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16. Choose Yes.

17. The Status changes to Sent to SAP.
18. A message number appears on the
message line. Record the message
number, because in the future, you
may need to reference it.

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Chapter 21: SAPNet–R/3 Frontend
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21–15
Getting 8tatus on Your Message


The response to your message is often in the form of an electronic message rather than a
telephone call. It is, therefore, important to monitor the status of your messages.


Guided Tour

1. On the main SAPNet–R/ 3 screen,
choose Messages to view the status of
your message.
In this section, you can choose one of
the following options:
a. New at SAP is where the message
has been sent to SAPNet but not
picked up yet by a SAPNet
consultant.
b. In process by SAP is where an
SAPNet consultant is working on
your message.
c. Inquiry from SAP is where the
SAPNet consultant has a question
for you. To resolve the problem, you
need to respond in a timely manner.
d. Solution proposed by SAP is where the
SAPNet consultant has proposed
what they feel is a solution to your
message.
2. For this example, we have a message in
Solution proposed by SAP, so choose this
option.

3. Double-click on your message.

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1a
1b
1c
1d
Chapter 21: SAPNet–R/3 Frontend
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From this screen, there are four tasks that
should be completed in the following order:
4. Action log – View the current status and
stages through which the message has
passed.
5. Long text – View the full text message,
the original message, and all subsequent
messages that have been sent and
received.
6. Reopen – Reopen the message, if you are
not satisfied with the proposed solution.
7. Confirm – Close the message if you are
satisfied with the response.

Review the Action Log
1. Choose Action Log.

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Chapter 21: SAPNet–R/3 Frontend
Researching a Problem with SAPNet-R/3

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2. Review the action log.
3. Choose Close.

Display Long Text
1. Choose Long text.

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Researching a Problem with SAPNet-R/3

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21–18
2. Review the message.
3. Choose Back.

Reopen
1. Choose Reopen.

2. To provide a reason why the problem is
being reopened, choose and select a
reason.
3. Choose Reopen.
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Chapter 21: SAPNet–R/3 Frontend
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21–19
4. Choose Additional info to reply to the
message.

5. Enter your reply to the SAP message.
6. Choose Back.

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Chapter 21: SAPNet–R/3 Frontend
Researching a Problem with SAPNet-R/3

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21–20
7. Choose Send to SAP.

8. A message appears in the status bar
indicating the message has been
changed.
9. Choose Back.

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Chapter 21: SAPNet–R/3 Frontend
Researching a Problem with SAPNet-R/3

System Administration Made Easy
21–21
Confirm
1. Choose Confirm.

2. Choose Yes.

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Chapter 21: SAPNet–R/3 Frontend
Registering a Developer or Object

Release 4.6A/B
21–22
Registering a Developer or Object
What
To modify an SAP object, both the developer and the object that is to modified needs to be
registered with SAP. A developer, once registered for the installation, does not have to
register again. Similarly, an SAP object once registered for the installation, does not have to
be registered again. It is for this reason that on the registration screen either or both the
developer or object access key would be required.
Why
Only an SAP-registered developer can make changes to SAP objects. Restricting access to
registered developers provides a record of who has made changes to the system.
Registering an SAP object provides a record of which SAP objects have been modified by
the customer. The assumption is that if you requested an object access key, you will be
modifying the object.
How
See the following sections for registering a developer and registering an SAP object.
Registering a Developer
To modify an SAP object, the developer needs to be registered with SAP. A developer, once
registered for the installation, does not have to register again.
Why
Only an SAP-registered developer can make changes to SAP objects. Restricting access to
registered developers provides a record of who has made changes to the system.
How
In the following procedure:
1. The developer requests a developer key
2. The system administrator obtains the key
3. The developer enters the key

Chapter 21: SAPNet–R/3 Frontend
Registering a Developer or Object

System Administration Made Easy
21–23

Guided Tour
Developer Requests Developer Key
1. This screen is seen by the
developer when a developer key is
required.
a. If the developer Access key is
blank, you need to obtain a
developer access key.
b. Give the developer User name
(2) to the system administrator
to get a developer access key.


The 8ystem Administrator Gets the Access Key
1. From the main SAPNet–R/ 3
screen, choose Registration.

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Chapter 21: SAPNet–R/3 Frontend
Registering a Developer or Object

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21–24
2. Choose Register developer.

3. Select the installation (for
example, 820014122-R/3 SAP Tech
Installation–NT/Intel/MSSQLSRV.)
This screen may not appear in
your system.
4. Choose .

5. In User, enter the user ID of the
developer.
6. Choose Register.

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Registering a Developer or Object

System Administration Made Easy
21–25
7. Record the key number for the
developer.
Write down the key, or use the
“copy and paste,” function and
give the key to the developer.

Enter the Developer Key
In the development system:
1. In the User name Access key field,
the developer enters the key
received from the system
administrator.



The easiest way to enter the developer key is to use “copy and paste.” This function can
be done either:
< From screen to screen
< Into an intermediate file using a text editor, such as Notepad (NT) or vi (UNIX)
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Registering a Developer or Object

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Registering an Object
Why
Registering an SAP object provides a record of which SAP objects have been modified by
the customer. The assumption is that if you requested an object access key, you will be
modifying the object. If the customer modifies an object and problems arise, resolving the
problem may be the customer’s responsibility. If an object is not modified and problems
arise, resolving the problem is SAP’s responsibility.
How
In the following procedure:
1. The developer requests a developer key
2. The system administrator obtains the key
3. The developer enters the key
Developer Requests Object Key


Guided Tour

1. This screen is seen by the
developer when an object key is
required:
a. If the object Access key is blank,
you need to obtain an object
access key.
b. Give the three object fields to
the system administrator (for
example, R3TR, PROG,
RSPARAM).
All three fields are required to
obtain the object key.
c. If you are in a mixed release
environment, also give the system
administrator the SAP Release for
the system.


a
b
c
Chapter 21: SAPNet–R/3 Frontend
Registering a Developer or Object

System Administration Made Easy
21–27
The 8ystem Administrator Gets the Access Key
1. On the main SAPNet–R/ 3 screen,
choose Registration.

2. Choose Register Objects.

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3. Select the installation (for
example, 820014122-R/3 SAP Tech
Installation–NT/Intel/MSSQLSRV).

This screen may not appear in
your system.
4. Choose .

5. Select SAP patch only if the change
that is being made is an SAP-
provided advanced correction,
such as via an SAP note.
6. Enter information in the following
fields:
< PGMID (Program ID)
< Object
< Name of the object (for
example, R3TR PROG)
RSP00041).
These three values are provided to
you by the developer. (For more
information, see the Enter user and
SAP object key screen on page 21–
22.)
7. Enter the SAP release (for example,
46A).
8. Choose Register and deliver the
key to the developer.

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Registering a Developer or Object

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21–29
9. Record the key number for the
object.
Write down the key or use “copy
and paste” and give the key to the
developer.

Enter the Object Key
The developer completes this step:
1. In Access key, the developer enters
the object key received from the
system administrator.



The easiest way to enter the developer key is to use the “copy and paste” function. Copy
and paste can be done either from screen to screen or into an intermediate file using a
text editor, such as Notepad (NT) or vi (UNIX).

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Chapter 21: SAPNet–R/3 Frontend
Opening a Service Connection

Release 4.6A/B
21–30
Opening a 8ervice Connection
What
A service connection allows SAPNet/OSS Hotline and EarlyWatch personnel to remotely
access your system.


Note: For security reasons:
The customer opens this connection.
SAP cannot access the customer’s system until the customer opens the connection.
The service connection functionality is not available via SAPNet-web.

Why
< SAPNet Hotline personnel use the connection to remotely examine and diagnose your
system while investigating your question or problem.
< EarlyWatch consultants use the connection to remotely review performance and system
configuration.


Note: You can only specify the length of time for a connection to remain open, not the
start time.
To schedule the time when a service connection will open, you must apply SAP note
170102. This note is valid back to Release 3.1G.


To manage your telephone expense:
1. Request that SAPNet consultants call to request that the connection be opened at a
specific time for a specified duration.
2. Open the connection at the time they request.


Order of Access to 8ystems
< Try to first duplicate the problem in your development or test server, and have SAP
access that server first.
< As a last resort, and only if the problem cannot be duplicated on the development or test
server, grant access to the production server.
Why
Problem solving may require making an entry into the system to observe the problem.
Testing is not an activity that should be done in the production system. Entering test data,
even if “reversed,” could affect operational statistics. If the problem is basis related, an
“accident” could result in a disaster. The Service Connection function has changed in
September 1999.
Chapter 21: SAPNet–R/3 Frontend
Opening a Service Connection

System Administration Made Easy
21–31
Review the following SAP notes for further information:

SAP Note Description
31515 Service connections
169296 Integrating service connections into maintain system data
169329 New functions in the SAPNet as of 09/ 05-06/ 99
170102 Automatic opening of a service connection
171569 Maintaining service connection in system data maintenance2



Guided Tour
To open a service connection:
1. On the main SAPNet–R/ 3 screen,
choose Service.

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Opening a Service Connection

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2. Under Service, choose Service
connection.
3. Under Service Connection, choose
Service connection.

4. Scroll down to find your system.
Depending on your installation,
this screen will be different.

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5. Select the <SID> of the system to
open the connection to
(for example, SAS).
6. Choose .

7. Under Service selection, select R/3
Support.
8. Choose .

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9. To select the user contact,
choose .

10. Under Connections, select the
appropriate type of connection. (It
is usually R/3 Support).
11. Choose .

12. Enter the duration of the
connection (in Days and Hours).
13. Choose Save.

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To schedule the time when a service connection will open, you must apply SAP note 170102.
This note is valid back to Release 3.1G.
14. The connection status is shown.


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Chapter 21: SAPNet–R/3 Frontend
Opening a Service Connection

Release 4.6A/B
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