BO-SAP TechSupport For Dummies

http://www.bobti.com - SAP BusinessObjects and Xcelsius articles, links and ressources

Document Control Version 2.0 Issued Author Bernard TIMBAL Reviewed by Description of Changes

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http://www.bobti.com - SAP BusinessObjects and Xcelsius articles, links and ressources

Document Purpose.................................................................................................................. - 4 URL entries ............................................................................................................................. - 4 Main Support tasks ................................................................................................................ - 5 3.1 QuickLink ........................................................................................................................ - 5 3.2 Searching in KB .............................................................................................................. - 5 3.3 Searching for White papers and other technical articles ............................................... - 6 3.4 Creating a new case ........................................................................................................ - 7 3.5 Checking cases updates ................................................................................................. - 9 3.6 Closing a case ................................................................................................................. - 9 3.7 Downloading Products .................................................................................................. - 10 3.8 Downloading Products documentation (PDF files) ....................................................... - 11 3.9 Downloading Services Packs and Patches ................................................................... - 12 3.10 Consulting Products Supported Platforms (the former PAR) ....................................... - 13 3.11 Consulting Products End-Of-Support dates ................................................................ - 14 4 Administratives tasks ........................................................................................................... - 15 4.1 Managing your informations ........................................................................................ - 15 4.1.1 Managing My profil ............................................................................................... - 15 4.2 Managing BO-SAP users ............................................................................................... - 15 5 SAP Support Portal Customization ...................................................................................... - 16 5.1 Activating PKX to avoid login/password authentification ........................................... - 16 6 Annexes ................................................................................................................................. - 17 6.1 The (Strange) SAP vocabulary ...................................................................................... - 17 1 2 3

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http://www.bobti.com - SAP BusinessObjects and Xcelsius articles, links and ressources

Document Purpose

This document goal is to help people to find their way in the new BO-SAP techsupport and help them localizing the informations they need. 2 URL entries

Technical Support Web Site : http://service.sap.com/bosap-support (require login and password)

SAP Community NetWork : http://www.sdn.sap.com/irj/sdn (free access)

But don't forget the Best one (http://www.forumtopics.com/busobj ) Help SAP : http://help.sap.com/ (free access) to download PDF products guides

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http://www.bobti.com - SAP BusinessObjects and Xcelsius articles, links and ressources

3 3.1

Main Support tasks QuickLink

BO-SAP has tried to gather in a main page all the mains links and entries at Help & Support > Sap BusinessObjects Support

3.2

Searching in KB

Once connected, select in the top-menu Help & Support > Search for SAP notes and fill-in the Search terme with the error message you face, component name or keywords. To avoid displaying non BusinessObjects relative entries, restrict your search entering BOJ in the Application Area field. Nota : You can also search for an article using his ID (Number field on the right)

Enter BOJ-BIP in the applicaion Area to restricts item to BusinessObjects relevant ones

In the result page, a usefull new feature let you able to refine the results using the rights combobox or rights. Click on a right-link to display the corresponding entry.

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http://www.bobti.com - SAP BusinessObjects and Xcelsius articles, links and ressources

3.3

Searching for White papers and other technical articles

Connect to the SAP Community Network website https://www.sdn.sap.com/irj/sdn

On the menu bar, select BusinessObjects, then, Articles.

On the link list, select BusinessObjects.

Then, you will obtain articles sorted by product and versions. Click on the appropriate version to access the articles lists available. Nota : The version 6.x and lower entrie is very usefull. You will find in it all User Conferences PowerPoints since 2001 !

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http://www.bobti.com - SAP BusinessObjects and Xcelsius articles, links and ressources

3.4

Creating a new case

To create a new case, select Help & Support > Report a Product Error

Select on the left link list your used system or search it using the right search feature

You are first prompted to search in Knowledge Base in case of the trouble you want to report would have already been reported to technical support by other clients.

In case of the search returns no helping elements, you are invited to create a new message using the corresponding button (Create message)

First fill-in your prefered language, the component impacted and the priority.

Nota : It is not wasting time to fill this fields accurately. Faster your case is affected to the right support team, faster you will be contacted by a techsupport Guy. Also, indicate your prefered langage. It is always nice to have phone calls from people speaking the same langage

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http://www.bobti.com - SAP BusinessObjects and Xcelsius articles, links and ressources

Then, use the following field to describe acurately you trouble, well precise your environment, middleware components, products release Nota : Don't forget at the botton of the page to mention your email adress, phone and/or cel number, there is a great new feature of SMS case update notification

Once sent, your message is stored in the Sent Item Box.

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http://www.bobti.com - SAP BusinessObjects and Xcelsius articles, links and ressources

3.5

Checking cases updates

Once a case have been updated, if you have field your email adresse, you will receive such message saying that SAP has added information to your message Then, the Access Your Message button will you let you able to directly load the corresponding message to check the update

The, you can see the BO techsupport guy input and reply to him using the top field, then, clicking on Send Message button

3.6

Closing a case

When you estimate techsupport guys have give you the necessary elements to solve your trouble, you can close the case using the top Confirm Message button. ( )

Click on yes to confirm the closure action

Then click on continue if you want to fill-in a customer feed-back regarding this case.

Warning : After the case hase been confirmed, it disseapears both from the Inbox and Send Items box !! I advice you to keep the ten digits number message (the #4 column) in a corner not to lost it.

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http://www.bobti.com - SAP BusinessObjects and Xcelsius articles, links and ressources

3.7 Downloading Products Select Download > BusinessObjects Downloads > Installations and Upgrades (left menu) or enter the following URL for a direct access : http://service.sap.com/bosap-downloads

Click on click here

Depending of your licence and maintenance fees, you will a list of products you are able to download. Click on an item to developp it.

Nota : If you have no products list available or not the good products in it, you should contact your sales rep personne or send an email to contract.center.bosap.emea@sap.com

SBOP Enterprise entry has been selected. Click on a sub-product

BOBJ Enterprise XI3.1 entry has been selected. Click on a sub-product

Installation entry has been selected. Click on a Environment

On the bottom of the page, select the package to be downloaded.

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3.8

Downloading Products documentation (PDF files)

Select Help & Support > Business Objects Support > Documentation (left menu) > Product Guides / End-user Documentation

Nota : You can also directly connect to http://help.sap.com/ and select in the top menu SAP BusinessObjects then All product in the left menu.

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http://www.bobti.com - SAP BusinessObjects and Xcelsius articles, links and ressources

3.9

Downloading Services Packs and Patches

Select Download > BusinessObjects Downloads > Support Software and Corrections (left menu) or enter the following URL for a direct access : http://service.sap.com/bosap-downloads

Click on click here

Depending of your licence and maintenance fees, you will a list of products you are able to download. Click on an item to developp it.

Nota : If you have no products list available or not the good products in it, you should contact your sales rep personne or send an email to contract.center.bosap.emea@sap.com

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http://www.bobti.com - SAP BusinessObjects and Xcelsius articles, links and ressources

3.10 Consulting Products Supported Platforms (the former PAR) Select Help & Support > Business Objects Support > Documentation > Supported Platforms (left menu) and select the release you need.

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3.11 Consulting Products End-Of-Support dates Select Maintenance & Services > SAP Maintenance Strategy > SAP BusinessObjects Maintenance Strategy (left menu) > Technical Support Lifecycle for BusinessObjects Solutions > Product End of Life Dates Then, select the product on the main page

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http://www.bobti.com - SAP BusinessObjects and Xcelsius articles, links and ressources

4 4.1

Administratives tasks Managing your informations

4.1.1 Managing My profil In the top banner, click on my Profil link to adjust and save yours settings

4.2

Managing BO-SAP users

If you have been granted an Administrator profile inside the BO-SAP Technical Support, you can manage, add or delete the users of your organisation having access to the website.

Use for this the Data Administration > User Data , then the following icon users list

to display the

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http://www.bobti.com - SAP BusinessObjects and Xcelsius articles, links and ressources

SAP Support Portal Customization

5.1 Activating PKX to avoid login/password authentification In order to avoid the login / password authentification screen when connecting to the BO-SAP support portal website, you can create and activate a Single Sign-On Certificate. To achieve it, go to My Profile (top banner) > Maintain my Single Sign-On Certificate (left menu) >

Enter your user password

You are prompted that the operation has been successful and you just have to close your browser before beeing able to use the new Single Sign-On Certificate.

Next time you will enter the URL to connect to the SAP Support Portable, instead of having the login/ password authentification box, you will face this window you just have to validate. (On Firefox, the windows is a bit different) Nota : Sometime, even beeing connected to the SAP Support Portal, when passing from one menu to another, you will have to validate again this box

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http://www.bobti.com - SAP BusinessObjects and Xcelsius articles, links and ressources

6 6.1

Annexes The (Strange) SAP vocabulary

Since the BusinessObjects Technical Support Website has move to SAP system, we face a strange vocabulary to describe the main support functionalities Former Business Objects Terminology Technical papers Case Close a case Customer Satisfaction (CSAT) Knowledge base article Named user/Contact Note Primary contact/Agreement administrator Product/Problem type Severity Submit a case/incident Technical environment Technical escalation SAP Terminology Articles Message/Incident Confirm a message Positive Call Closure (PCC) Business Objects note S-User Internal info/Note to customer Super administrator Component Priority + Escalation flag Report a product error System data Forward message for development

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