2253781 - How to create the perfect case for Solution Manager Diagnostics component and subcomponents

You want to create a support case for SAP Solution manager Diagnostics (SV-SMG-DIA*) component  and you want to know which information and details you need to provide in the case.

• SAP Solution Manager
• SAP enhancement package for SAP Solution Manager

1. Before Creating the case

2. System Connections

In order for us to analyze the issue, in most cases it will be necessary to logon to your system. Whenever possible try to reproduce your issue in a test or development environment and provide us with access to this system instead of your production system. The following connection types are commonly used for analyzing an ERP SD case.

1. R/3 service connection (also called as SAPGUI connection): refer to the following note, on how to open this kind of connection:
   812732 - R/3 support service connection

2. HTTP connection: for vast majority of SD cases HTTP connection is not necessary. Nevertheless you can efer to the following note on how to configure this connection type. Maintain the correct URL for your portal:
   592085 - Set up the HTTP Connect service

3. WTS connection: as an alternative to the HTTP connection, we can also use a WTS connection to logon to your system. This type of connection if necessary you find information in the following note:
   605795 - Windows Terminal Server connection in remote support

4. Citrix GoToAssist: this is a replacement to NetViewer tool where a customer can securely share their screen. Refer to the below on how to install and configure Citrix GoToAssist from the SAP Service Market Place.
   2026090 - How to install and configure Citrix GoToAssist from the SAP Service Marketplace [video]

5. LOP: Line Opener Program (LOP). For more information about this, refer to the following KBA:
   1757997 - Line Opener Program for SAP SRM

6. SSO: For the R/3 service connection and the HTTP connection you can configure Single Sign On. This allows end-to-end encryption and avoids the necessity of providing logon credentials to SAP Further details can be found in SAP Note 2562127 and 2562154.

3. Connection Errors

Often, delays in processing customer cases are caused by connection errors. Therefore, always make sure that the opened system connections are working properly before creating or sending the case to SAP. The most common connection errors and their solution are detailed below:

1. Error: SNC processing failed - resolved by the following note:
   1178684 - No service connection: "SNC processing failed"

2. Error: internal error - resolved by the following note:
   1178628 - No service connection: internal error.

3. Error: partner not reached, Error: connection to partner broken, Time out errors - resolved by the following notes:
   1178624 - No service connection: "Partner not reached" (sapserv#)
   1178631 - No service connection: connection to partner broken

4. Error: route permission denied - resolved by the following note:
   1178546 - No service connection: route permission denied (...)Insert/edit external links or anchor

4. User Data / Logon Credentials

For security reasons, DO NOT put the passwords directly into the case, instead always use the Secure Area as described in the following note:
508140 - Customer case - Customer logon data

The user must be of DIALOG user type. Also, make sure that the SU01 user is in the validity date with valid password and that it is not locked.

5. The Perfect case

1. System landscape: describe your system landscape, by mentioning system ID’s and client numbers of your system wherever applicable.

2. Software component versions: provide your software component versions with SP (Support Package) levels. If you are not sure which components are relevant please use SAP Note 1076573 and refer to type 1 and 2 information.

3. Steps to reproduce: create a step by step description document which uses screenshots to illustrate the steps leading to the issue.

   • Be sure to mention all relevant information, such as Transaction codes used, User data, and example data which can be used for reproducing the issue.

   • Do not attach individual screenshots one by one to the case. Instead use Microsoft Word or Excel as the main document and put the screenshots into a single file with instructions.

   • Compressing the description document into an archive file is not necessary. Single files of up to 4 MB can be attached to cases.

4. Specific Sample Documents: Provide the case number that is currently experiencing, or has previously experienced the described Issue.

5.  DUMP: if you are experiencing a DUMP, export it into the .html or .txt format and attach it to the case.

6. Performance issues: First of all check the following KBA for performance issues with CRM WEB UI:
   1676755 - Performance optimization in Solution Manager IT Service Management

   If you are expieriencing performance issues, try to reproduce the issue and trace it with transaction ST12, and attach the trace files into the case. If ST12 transaction is not available, trace the performance problem with transactions SE30 and ST05 parallel. You can refer to the following notes for more information:

   • ST12 Trace: it integrates the ABAP (SE30) and the Performance (ST05) Trace into one transaction. The ST12 transaction for customer systems is delivered using the ST-A/PI add-on (standard add-on for service preparation). SAP Note 69455 provides further information on this subject. The transaction is not translated. It is available in English only and has no official documentation. However, SAP Note 755977 includes a brief instruction.
     755977 - ST12 "ABAP Trace for SAP EarlyWatch/GoingLive"
     69455 - Servicetools for Applications ST-A/PI (ST14, RTCCTOOL, ST12)

   • ST05 (SQL trace): you can also refer to the following below SAP Notes, on how to analyze database performance.
     805934 - FAQ: Database time
     31511 - Program runs very long: Performance analysis

7. Permissions for SAP Processors: To speed up processing of the case, ensure that any permissions which the SAP Processor might need during the investigation of the issue are granted, and explicitly stated in the text of the case.
• As per SAP policies, an SAP Processor cannot perform either a logon action, or take screenshots of a Customer system (for illustrating solutions to that Customer) without explicit permissions from the Customer.
• An SAP Processor also needs explicit permissions before test data or documents can be created on the effected Customer system.
• The below template text can be Customised and inserted into the text of an case so that any of the above mentioned permissions are granted:
  "For the purpose of analysing and testing the described issue, I authorise logon to our system (specify the system) by the employees of SAP Support that are dealing with this case. I also authorize the taking of screenshots by the employee for the sole purpose of illustrating possible solutions to me for this issue. Finally, I authorise the creation of test data and/or documents (specify the test datadata:image/jpeg;base64,".
  
  
8. User Authorizations for analysis: If you grant permission to a SAP Support Engineer to logon and perform analysis of the effected system, ensure that the User provided in the Secure area has all of the Authorizations, Profiles, and Roles necessary to reproduce the issue.
   
   
9. User related issues: If the issue is relating to system Users, specify if only a single User encounters the issue, or if a group / all Users are encountering the issue.
• Specify Users that experience the issue, so they can be used for the purpose of analysis.
• If specific single Users are encountering the issue, create a copy of one of those Users on the system for testing and investigation purposes. Ensure to place the details of the newly created copy User in the Secure area, and inform the SAP processor that you have done this.
  
  
10. Web UI issues: If the issue involves elements of the Web UI, try to reproduce the issue while temporarily enabling the SU01 User parameter 'WCF_IGNORE_ENHANCEMT' with the value 'A'. 
• Check the following note which provides further information on the use of this parameter:
  1311966 - Switching off customer enhancements for symptom analysis
• Provide the results of this test in the case text. (I.E. was the issue still reproducible, or does the issue no longer occur when the parameter is enabled?) 
  
  
11. VAR Customers: For VAR customers, check the folloiwng points:
    a. Incase of issue with sending case to SAP, then provide me SMBI trace as per the following note:
        1394862 - Trace of communication between SAP Solution Manager and SAP
    
    b. If you still have the issue then answer the following questions:
• Is the issue with only one user or with all other users as well?
• Is issue with only with one particular Installation number or with all?
• Is the issue with only one customer or with all customers?
  
  
12. ISV Customers: Provide the following information:

    a. A clear description of the scenario, such as where the case was created and how it was updated.
    b. A trace file for the scenario which has the issue. Upload the XML trace in the case. Also, check the following note:
        1163386 - Web service interface tracing for the Service Desk

     

6. Also Important

• Mention any modifications, BADIs or custom code that could influence the behavior.

• If you are reopening an case previously closed in all cases, mention the case number of the closed case for reference. Do not insert the complete text content of the closed case into the new one, rather include a summary and only reattach any files or documents to the new case that were present in the old one.

• If you have tried to find a solution for the problem prior to send the case to SAP, list the steps you have made and the notes you have implemented.

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