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Uploading, Accessing, and Trouble-Shooting System Data in the Customer Profile Used for Planning Changes in Your IT Landscape

wolf_hengevoss
Advisor
Advisor
‎2015 Jul 27 12:19 PM
45,168

Introduction


System Data of your IT landscape uploaded to the SAP Support Portal play and increasingly important role: In addition to being used for Early Watch Alerts and to manage system access for support in case of an incident, they are now used for planning landscape changes, for example using the Maintenance Planner. Therefore, it’s vitally important to understand and manage the processes to handle and access this data.

Prerequisites of Uploading & Accessing System Data in the SAP Support Portal


The Customer Profile contains data of most or all of SAP’s customers. It is easily understandable that each customer must only be able to see the data of his IT landscape. The whole handling therefore is based on the customer number – see figure 1:



Figure 1: System data, S-user settings, and related applications

System data upload from the IT landscape of your company and handling the access:

  • System Data

    • Installations are registered at the SAP Support Portal (https://support.sap.com/system-data)

    • Systems of your IT landscape are registered automatically in the SLD / SAP Solution Manager LMDB

    • Technical system data is used to create product systems in LMDB, which are handed over to MOpz or uploaded to the Customer Profile

    • Applications like the Maintenance Planner or Early Watch Alert read Customer Profile data based on the customer number assigned to the S-User used for the login to the SAP Support Portal



  • User Access

    • SAP (http://sap.com😞 Customers get 1 to n Customer-numbers

    • Transaction AISUSER: Assignment of user to customer number is done here

    • Transaction SOLMAN_SETUP in SAP Solution Manager: Define 1 S-user for OSS-Upload Customer Profile: Access is based on S-user/ customer-# combination




Trouble Shooting – Wrong or Missing System Data in Customer Profile / Maintenance Planner


Problems Related the the Data Flow from the Technical System to the Customer Profile


The following figure summarizes the main points to check in case of problems:

 



Figure 2: Main connections between technical system landscape and Customer Profile.

So if your system data in the Customer Profile is missing, outdated, or incomplete here is what to check if system data is…






  • ... available and correct in the LMDB but not correct / outdated in the Customer Profile
        If you're using the automated upload (former "Landscape Fetch" job)...

    • ... this may be related to permissions of user SOLMAN_BTC: Check SAP Note 2323260 - Job LANDSCAPE FETCH doesn't send system data to Maintenance Planner and the system constel...

    • ... or it may have to do with the caching of data:


      • Case 1: To get the latest data then they need to Run Report: RPT_CLEAR_SL_CACHE and then trigger the Landscape Fetch job.

      • Case 2:  Some specific cases, Once you triggered the Landscape Fetch job you may get a warning (see screen shot below😞

        • Run transaction: SLG1

        • Object =: AI_LMDB

        • Sub object =: SUPPORT_PORTAL_SYNC

        • Execute










Figure 3: Example of warnings regarding the automated system data upload to the SAP Support Portal.

  • In that case, execute the Report AI_LMDB_MIG_OSS_SYNC_CONFIG and then trigger the landscape fetch job manually.


Problems Related to Customer Number Assignment – Incorrect Number of Systems is Shown


When it comes to handling customer numbers it is now clear that based on this information systems are displayed to you. In the simple case your company just have this one number all S-Users are using and everything should be fine.

We can, however, have more complex scenarios:

  • Companies with more than 1 customer number – several customer numbers shall be visible for one user (customer decision)

  • Value-Added Re-sellers (VARs) – several installations of different customers shall be covered by one customer number


The desired state of course is that customers see systems belonging their customer number(s) only. In case of a VAR, the VAR of course needs to see all the VAR’s customers, or their systems, respectively.

The process for both scenarios is described in SAP Note 2297876 - Setting steps for Multi-customer scenario in Solution Manager 7.1

Security Aspects


Upload of data to SAP Support Portal and processing in the Support Backbone, was part of the process with SAP Solution Manager Maintenance Planner already. Therefore, a solution has been described already in SAP Note 1781148 - LMDB and SLD in a high-security environment. It tells you, how to run two SAP Solution Manager systems in a high-security environment.


The note tells you that "[...] Depending on SAP Solution Manager usage, you may have to create the product systems in both [SAP Solution Manager systems][...]. With the Maintenance Planner if only the technical system data is needed, you can create product maintenance dependencies instead in case you do not need product systems in the SAP Solution Manager System uploading to the SAP Support Portal.



Additional Notes and Information


Relevant SAP Notes


System Data Availability



Synchronizing LMDB data to SAP Support Portal



Synchronizing data to SAP Support Portal



  • SAP Note 993775 – Synchronization of system data with the SAP Support Portal

  • SAP Note 1050693 – Several IP addresses when you synchronize system data

  • SAP Note 1246699 – System Data Update

  • SAP Note 1781148 – LMDB and SLD in a high-security environment


Handling AISUSER, Several Customer numbers, and RFC destination


You’re using the customer number the system has been uploaded with: More on handling multiple customer numbers: Users may need to see data of several customer numbers – you can make more than one assignment in the transaction AISUSER. For more information on handling multiple customer numbers see the following SAP Notes:

Incidents


Should the information here not help, there is a new component to create incidents for problems related to the Maintenance Planner: BC-UPG-MP.

Further Information @ the SCN


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