SAP Support Desk Application
Contents
1. lest pioase ignore s S Message Inbox H GAP Proposed 3 test base creation 5 EN SAP N te gt Custer Aii fest Message Pease ignore 42 Remote Connections gt Parver Ceal Ati Zach Test Do nol process Ei Secure Area DAP Progoced Solu Zack att test do not bt prcosobl Messaga Mos ae oc 1001498 2071 Status Solution Proviced leSUTes Sage instalztion 00E0182259 Sysiem PACOOOINOS 1 1464808 Long taxi lesi P Proposed Soli SAP News test Karcla a2 Test messa rei inncre x 4 5 z About J pe eal bin G2 tes mee cage tom 020827 ple gt wm Logot Enma tnt USFS Urio Cona ARQUES fom Picture 6 Accessing customer messages 4 2 1 Add information to a customer message In an opened customer message press the Add Memo button in the upper right corner in order to add a memo to the customer message You can write up to 140 characters Press the Add button to save and add your memo to the customer message This memo can be read by a SAP Support Consultant but it doesn t send the message back to SAP The message stays in your Inbox You can return the message to SAP only by using the SAP Solution Manager or Service Marketplace ESE UGEET be sy Add Memo Doar SAP Test far sysiem ewilch 3 Flaase ignore the problem is solved Inscalkalion 00203445737 Thx Syster Custome4 0000000003 1218451 Long bext Test naacanaan UBG0000 Leerzeichen Picture 7 Writin2. Maintain user access data in the Secure Area ccceccceeccececeeeceeeeeeeese ceca eeseeeseeeeaeeesaeeseeeseeeaeeeneeees 9 5 News from Active Global Support and get in touch with the Customer Interaction Center 10 5 1 SAF AOON errer E E EE 10 5 2 SAF TOPNO osere n E E E 11 5 3 ARGU TOMEN EC O T esene ane e E E EEEE N E E 11 Images PICEO ea LOGON SCOOT aea ene eee E nT et enn er nme eT et eT ee eee 3 FICS 22 Tems and COMCINOIS sucessu aude mma vatuetsantaenteendcenaieaies 4 Picture 3 Displaying version and further information ccccccceecceeeceeeceeeeeeeeseeeseeeseueeseeeseeeseeeseeeeeeeaeeeneeees 4 Picture 4 LOQOPE ccccccceecceececeeeceeeceneeeeeeseeeseeeseeeeseeesaeesaeesaueeeueesaeesaeeseueesueeseeesaeessueesueeseeeseeeseeesseesseesseeens 5 Picture 5 Buttons on the page header ccccccceeccseeeceeeceeeeeeeeeeeeaeeseeeseeeseeeeseeeseeeseueeeeeeseeeseeeseeeeseeeseeeneeees 5 Picture 6 Accessing customer messages cccccecceecceeeseeeeeeceeeseeeeueceeeseeeseeeeeeseeeeeeseeeseeeaeeseeeseeeeeseeeseeeneees 6 Picture 7 Writing a memo in customer messages ccccecceecceeeneeeeeeceeseeeeueeeeeseeeeeeceeeseeeseeteeeseeeeeeeeeseeeseees 6 Picture 8 Search for a SAP Note ccccccccccceceeeeeeeeeeeeeeeeeeeeeeeeeeeaaeeeseeeeseeeeseeeesaeeeseeeeseeeeseeeeseeeeseeeeseeeseeess 7 Picture 9 Displaying a SAP Note cccccccccceceeeeeeeeeeeeeeeeeaeeeeeeeeeseeeeseeeeseeeeseeeesaeeeseeeeseeeeseees
3. button With the Reset button you can remove the typed number Carer gt 15 26 Merni Get to a note Search note Search tarm 1 Remote Connections P TF e P P Search Reset ti Secure Area Jump to nate SAP News Mote muriber Other terms Gull SAWP Cs few tan avali Peatiwstl MNO 1 ped ale L Ja Fives Enwirorm Season and Prerequisites SAP La or me Java EPR I3 USO O ay About wan Legott ri Picture 9 Displaying a SAP Note 4 4 Remote connections With the SAP Support Desk Application you can open remote connections for an SAP Support staff member to log on to your system and perform support In order to do this click on main menu entry point Remote Connections As a result a list of all maintained Customers is displayed On this page you can see two buttons at the bottom The button Recent acts as a shortcut and displays a list with the latest updated systems With button Customers you run through all steps to open a service connection Choose one customer to get a list of all its maintained installations Camer 15 37 Installatians wen Choose system 2020 18 OS5 Test uncion 1 sf Message Inbox gt Walldor 202919 S4PNet AS Frontend EN SAP Notes gt Test cuslomer TSt Leor Rol 202420 fest Cust 3 Pe Remote Connections gt 254PRASPOT vfalicort 203069 Test value contract DO2DIRTAZ SAP MWD 002187823 SAP EAP Testinstal
4. in order to connect to the SAP Support system SAP Support Deek Application User Logon Litermame Password steer alwlelAlt zlulijole noogoooag EAr x clve n mi i vr Picture 1 Logon screen 4 1 2 Terms and Conditions Later it is still possible to read the Terms and Conditions in the application via the main menu entry point About gt Terms and Conditions Camer Care 1587 SAP Suppor Desk Application Menu Sek Terms and Conditions cA T SAP Suapart Desk Application sf Message Inbox E a SION 1 0 OAN SA AG ENO USER LENSE AGREEMENT LA SAP Notes Please prol down and read the cllowing end seer gt ficensa agreement caraluly Thie le a isgal rom pe Remote Connections CAgmemont betwees you ati SAP AG which provides tw m y yor ust of ihe JAF Supponi Dusk n Solfbersre Oy clicking I Accepi ar by ivrtaling Ei Secure Area SAP Support Desk Application andes taing the Safheare you art agresire ia al of the Id BEC COndMions smed in his Agreement if Tou oo Version 1 5 2011 SAP AG ect agrea to these teama do not clock agree and do ret use the bofheare a AE SAP Nawa i Gefiaddems SA oloro bo SA AG for ard n bobo i al ive ard ia iubiilarei ind aMieted mi detned in Saenen 15 amman Sert Caperan Act Yer Amd Yau riders to the mdivedasl or onbty that wens to ubt the Software Apple refers bc Apple Inc anc ie majority Tied atiky m P A 2 Sap
5. is an application for the Apple handheld devices iPhone and iPod which can be used by customers to work with the SAP Active Global Support on customer messages The application features are limited and don t meet all functionalities of the SAP Service Marketplace or the SAP Solution Manager cf chapter 2 Please refer to SAP Note 1609198 to obtain further information about limitations and restrictions 2 FEATURES With the SAP Support Desk Mobile Application customers can do the following access the SAP Incident Management inbox add information to customer messages search or display SAP Notes open and close support connections with SAP maintain user credentials in the SAP Secure Area read latest news and be in touch with SAP Active Global Support 3 AVAILABILITY The SAP Support Desk Mobile Application is available for free at the iTunes Store and needs a SAP Service Marketplace user associated to a MaxAttention or Enterprise Support contract 4 MESSAGE PROCESSING WITH THE APPLICATION 4 1 First steps 4 1 1 Logon The mobile device must be connected to a WLAN or to a 3G Service provider When you start the application the first time you have to accept the Terms and Conditions Afterwards the Logon Screen is displayed All further initialization will show the logon screen straightaway without requesting you to accept the Terms and Conditions anymore On the logon screen you enter the S user ID and the appropriate password
6. C or HTTP B CN Uverwrite Procection far nebi ZHEFS in ever 1120 Seerwrite provection far field in event 1120P TOi AG6 Feed entries foamed Press the main menu entry point SAP News to get to the page RSS Feeds Choose the SAP TopNotes menu entry to get the list of the SAP TopNotes With the upper left button you can navigate back to the RSS Feeds page Use the upper right button to update the list Select an object from the search results in order to view a SAP Note SAP Suppor Desk Application of Message Inbox J SAP Notes ail Remote Connections i Secure Area Ta g 3 E SAP Naws 3 About a Logoff 5 5 3 SAP Customer Interaction Picture 17 Displaying SAP TopNotes 1547 RS5 Feeds SAP HotNews SAP Customer Interaction f R33 Fa SAP TopNotes EASNECRM Mew integration for business partner Greis Bite Request Forgery Protection luv b gt 05 2011 Caza 21 Cemruunication dota of centact porcon le net always TO Tay selection in SAPscip using ouput devine SYSTEM CORE DUMPDD WML amp WI Windows Server 2233 Cor dump ir DagoTabFocusCotunrid Oetective slack kernel 7 00 SF23 7 31 Sed Ot S06 am be imported nto canalin coda gt 17 AS3 Peed eniris found In order to contact the SAP Active Global Support by phone you can call the SAP Customer Interaction Center CIC The phone number of your local CIC is also available in the SAP Support De
7. _E __ SAP Support Desk Application User Manual for Apple iPhone and iPod T SAP Support Desk Application ah Message Inbox J SAP Notes j Remote Connections gt Secure Area ay SAP News Contents 1 POS sc ces ie arn ece no eem espe ee moenwa neem eee wannee comin asian ote ape een oeite cian seine selene easia ete esas ncese 3 2 BS acres eeepc aera po ete apne cea eaten wee pera wennee ct aetan E aided win dete seis ejeeee cic eceta ceed 3 3 PANT AN ANY e errs acca ea ewe wera ee sie cea en ee aie eel ee a eeiane 3 4 Message processing with the appliCation cccccecsceeeeeseeeeeeeeeeseenseeneeeseeneeeaeeeseoaeenaeeeseoneenaeeneeones 3 4 1 EERE S E E EE E E E E A TT 3 4 1 1 LOOO aE E EE E E E E S 3 Picture Te LOGON SON C CIN uani E EEEE 3 4 1 2 PETIA OOS E E E EAE EEO E E GR GR 3 Picture 2 Terms and Conditions sansnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnn nnnm nnmnnn nnnm nnnm 4 4 1 3 Version and further information 1ccc cece eccseccsecceecsuccsecceessuensucseussuensucssesseensecssusseessecsessuessesseesauenes 4 4 1 4 LOGO EE E E EEE E EO E A E 4 BZ A AO O eer E EE E EE E EOE 5 4 2 1 Add information to a customer Message 1cccseccseecceeccneessuecsuessueesaeessuessuessanesanessuessuessueesnesaeesanes 6 4 3 SAA e o A E E E 6 4 4 Remote CONNECTIONS 0ccccccceccseeceeeceeceueceeeceeccuecaeeceeceuesaeecaeseueseeeseeeeuesaeesaeecseseeeseeeseeseeseessenseesas 7 4 5
8. atian 0020180925 SAP Business One gt Testinst 0029227072 APA requests for Solhan 020335737 BusinessObjects Enterprise GG Secure Area 3 Walldor SAP News 00205845241 BOB Bl Package CO20586037 BOB T instellation Co2o5sd607 SAP FAP Inctallatioon ES Abaut wm Legoft 0020500651 SAP EAP r P Picture 10 Navigation steps to open the remote connection Select one installation to obtain a list of all its systems Choose a system to see all connection types Select the required service connection type On the bottom there are two buttons If you open a service connection the first time for a system you have to book the connection type once For that press the Bookings button if it is not already selected and choose the required service connection type In the following step enter the contact person and book the service with the button Book With the Reset button you can remove the typed characters in the field Contact person Press the Back button to get back to the connection types list Contas parsun METITE Tesiinsiallation 0020190925 SAP Busness Ore Teatinst 0020227072 APA raquesie for Solan 0020335747 BusinessObecis Enterprise anela pen HTTP Connect JALAcesss 0 655835 Nerv ewar Full ArTEES Hetvewer Show ony OO2045R8241 BOB B Packape VNC Connection 0020566087 BOB T Instaleten LoadRunner Oo20sadeo SAP ERP Insta
9. g a memo in customer messages 4 3 SAP Notes Press on menu entry point SAP Notes in order to search for SAP Notes directly from the device or open a SAP Note by typing its number In the Search note section you can enter any search term With the Reset button you can remove the typed search term In order to trigger the search press the Search button The result will be a list of all SAP Notes found In case your search didn t find a document you will get a blank page Select an object in the search results in order to view a SAP Note Carrier gt 13 26 Get to a note Back Search result Uporadirg Jat fanime for Java GU on y Message Inbox Pe Remote Connections Search tenr Pricing Java Weer Exits for Mobile Chon CRM M34 IPG PR Migpaling SAP Wisi AS dawa 6 2739 ka gt BC JAS Clustering you Java Standalone Sytem BG IK3 HT Skin dava creck or ng MSA Ax ingal CRM MEA GG Secure Area Jump to note gt gt SAP News tme number iS4ries Cocnupted data tiern Jee fumeta coe Ol Call to Java WS with WS operation fa BS ER AWS JAY AT te Downie Manager Incomes Acwal Stat SVS Ls Bd Lassig source for IGF SPOT CAMStan y KAPROJ LAME CAM ES Abaut wm Legoft N K Picture 8 Search for a SAP Note In the section Jump to note you are able to enter a SAP Note number to directly display a Note You initiate the request by pressing the Go to
10. ldori 202719 SAPNE Fea FromMend ooo Test cuslomer St Leon Rol 202420 test cust 3 254PASPOT Walldorf 2030E9 Tost value conimeot Waldo af Message Inbox Jy SAP Notes i Remote Connections CO2022T072 APA requests for SolMan 020335737 BusinessObjects Enterprise ee SAP News C0205652 BOB Bl Package LOZUSHE0E BOB T installation CO20584607 SAP EAP Installation About wa Legott 029600651 SAP EXP 020500652 SAP Solution K Picture 13 Navigation stetps to maintain the Secure Area On this list select one installation to obtain a list of all its systems Choose a system to get to the page SecureArea to see a list of the maintained users for this system The list is empty if no user data has been entered yet According to the buttons on the bottom of this page you can add update user data for your SAP system router and additional servers In addition you can add further information in a memo Hence at first you must select one of the four buttons at the bottom in order to determine which data shall be added or modified With the button at the right upper corner Add Update User you can add or update user credentials After pressing this button you have to enter a client a user and a password Press button Change to confirm the settings Use the Reset button to get the default values If you select the button Memo in the SecureArea page the but
11. llation gt JAVA DEBUG OOZ0G00051 amp s F Picture 11 Book connection type Press the Connections button at the bottom of the screen You can now see your just booked connection type on the list Select it and specify the contact data and connection timeframe Press the Open button to establish the connection Use the Reset button to get the default values Carrier gt 148 Services Bek Open connection BAP HANA Database gt AG Support 3 HTTP Cormeci USLAccess LONAN persi Netiswer Full Aooess Chote connector in daye 0 Neluiewwer Show oriy Hours VNC Conncaton LoadRunner Minwtes JAVA DEBUG 7 fi Picture 12 Open the remote connection 4 5 Maintain user access data in the Secure Area In order to add or update user access data in the SAP Secure Area for your Service Connections select the main menu entry point Secure Area On page Choose customer a list of all maintained Customers is displayed On this page you can see two buttons at the bottom The button Recent acts as a shortcut and displays a list with the latest updated systems With button Customers you run through all steps to add or update data in the SAP Secure Area Choose one customer to get a list of all its maintained installations m 1537 Carriar 15 37 Menu Choose system f am installations 202418 O33 Test unciion 1 Wa
12. n and logoff from the SAP Support system sf Message Inbox Ly SAP Notes re Remote Connections GG Secure Area eer SAP News Picture 4 Logoff 4 1 5 Buttons in the application page header In the page header you see a navigation button in the upper left corner which is generally named Back or Menu if you are one navigation step below of the main menu Use it to go back to the previous page The button in the upper right corner is an action button to for instance confirm a setting refresh a list add information etc 1531 Message inbox Message furbe 0031001456 2011 Slus test ibase creation y Cisma Action Solulion Provide test message please ionore Fata Cuol Pali Priarity Low Zack Test Do no process y SAP P opprec Bo Ehon taxi e testmasseoe O r Zack ati tesi do not proce sal gt 7uU SAP Pouce sauce jest Karola sisian OOOO 146460 Long bext test tesimessaqge Sep obec 3A asl message plase pgnere GAP Mopotec Gu Q tes Tessage from DOI25ET pi Guama Acton fi rd i Picture 5 Buttons on the page header 4 2 Message Inbox Pressing the menu entry point Message Inbox displays all your customer messages with messages status Customer Action You can select a customer message to view the message details and the communication done with SAP Camer 15 31 SA Suppor Desk Application Men Message inbox Sybase WS
13. ponod Cewers Tne Softwar suppots ostai aL Terms and Conditions 7 Agple sevbile deviees aw dele cel ks suh m 30 ESSE ssd WIT end sacktcs users te eoceao GAP 7 Sanvterd Sybe for ue of epeciien hy erased baki Help and Suppori a 7s sure BRA AA Aggy mote AA Sree Sutri ka f je coe ered ekaia a pi Picture 2 Terms and Conditions 4 1 3 Version and further information Selecting the menu entry point About in the main menu displays the version information Under About gt Help and Support you are able to find more related information about the application and contact data in case of technical issues Care gt 16 48 ack Help and Support PI TSP SAP Support Desk Application b Wura 1 0 D 2010 SaF AG SAP Suppor Desk Application j of Message Inbox For Ondine Map and assislanon pine check the following ney SAP Notes eal Remote Connections SAP Community Merck Frum Whipe nw edn apriri joom tan ra dorw ew De 38a Ai Secure Area SAP Support Desk Application Bi Mabon fol i Wait wi Vers 13 4 SAB AR Por BL Peden haa Poe ii giie wet our Val http wikis di sap com wiklo tr Dp e For lachnina agues p leecher pieza oand ii aa erail i sapies mebi Asap ptm Thanke for using our application SAS AG ab Terms and Conditions LA Help and Support gt Picture 3 Displaying version and further information 4 1 4 Logoff With the button Logoff you close the applicatio
14. seeeseeeeseeeeseeeess 7 Picture 10 Navigation steps to open the remote CONNECTION ccccececeeeeeeeeeeeeeeeeeeeeeeeeeseeesaeeseeeseeeeseeeaeeens 8 Picture 11 BOOK CONNECTION type cccccsecceecceeeneeeeeeceeeseeeeeeseeeseeeeeeseeeseeeseeseeeseeeeeesaeeseeeaeeseeeseeeeeseeeneeeseess 8 Picture 12 Open the remote CONNECTION cccceeccsececeeeseeeceeeeeeeeneeeseeeseueeseeeseeesaeeseueeseeeseeeseeeseeeeeeeseeeneeees 9 Picture 13 Navigation stetps to maintain the Secure Area ccccscccseeeceeeceeeeseeeseeseeeeeeeeseeesseeseseeeeeneeeneeees 9 Picture 14 Maintian the Secure Area ccccccceeccsecccsceceeeseeceeeeeseeseeeceeeeaneeseeeseeessueeaueesaeesaeeseueesueeseeeseeetaues 10 Picture 15 User credentials Saved in SECUEALE cccceecceeecseceseeeseueeeeeeseeseeeseueesueeseeeseesueeseeeseeeseeesanes 10 FICIUKE 16 Displaying SAP THOUNOLCS 2 nccennosnmusmnnenncnnnnmenmannnebanebemomnmennnnmamncomnbe nama neneannebenmbnnmnnnncannennnennnonnnneene 11 Picture 17 Displaying SAP TopNotes sscqcsnomsncssmnasancnnnninnmasnnconnemsmobnmnnnnnmemnchnamenemanenenenabenobanmsanneamnchnnbaRnmeRnneine 11 Picture 18 Navigation steps to CIC informations ccccccccseccseeeceeeeeeeeeeeseesaeeseueeeeeeseeesaeeseueeseeesseesaeesass 12 Picture 19 Displaying CIC Information ccccccceccscccseeceeeceeeeceeeceuecsuecsucesseesauecsuecsueesaeesaeessueesuesseeeseeesanss 12 1 PURPOSE SAP Support Desk Application
15. sk Mobile Application by selecting SAP News in the main menu and the SAP Customer Interaction menu entry on the RSS Feeds page On the SAP Customer Interaction page you can navigate back to the RSS Feeds page with the upper left button Use the upper right button to update the list 11 Camer T 15 42 Carter 15 47 Meru ASS Feeds RES feed SAP Customer SAP Supponi Desk Application Argentina SAP HotNews sf Message Inbox AIPA SAP TopNotes Asiria SAP Notes pe Remote Connections Bakrain Betgi GG Secure Area aai 123 REE Feed entries trend 7 Picture 18 Navigation steps to CIC informations Choose your country As a result the phone and fax number of your local CIC is displayed Cane 15 47 63Pere SAP Customer T 48 1902 260260 24x77 F 48 1505 343430 Ceneda Chile China Colombia 132 A35 Food entries touna Fi Picture 19 Displaying CIC Information 12
16. ton on the right upper corner is named Add and enables you to add additional information of 140 characters for the Support consultants in the SAP Secure Area a i lt A Picture 14 Maintian the Secure Area In Picture 14 you see the result of the maintained user in the SecureArea screen Bai Secure Are atupe Her 100 D025425 Picture 15 User credentials saved in SecureArea 5 NEWS FROM ACTIVE GLOBAL SUPPORT AND GET IN TOUCH WITH THE CUSTOMER INTERACTION CENTER 5 1 SAP HotNews Select the main menu entry point SAP News to get to the page RSS Feeds in order to access the information that provides SAP Active Global Support for your daily work Via SAP HotNews menu entry you get the list of the SAP HotNews With the upper left button you can navigate back to the RSS Feeds Use the upper right button to update the list Select an object from the search results in order to view a SAP Note 10 sf Message Inbox LA SAP Notes pe Remote Connections GG Secure Area SAP News 5 Pe Abaut wm Logot 5 2 SAP TopNotes Camer 15 42 Meru ASS Feeds SAP HotNews gt SAP TopNotes SAP Customer Interaction Update 1 to Becurty Nete 1491645 DAS TNAT ae EY ACCA ViA HPL or wri Unauthenticoaied syscem access wia APC or HTTP Unautherticaied ayatem accoee via APC ar HTTP Unawiherticaied syscen access wla APC or HTTP Uneutherticaice ayacem access Wa AF
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