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Procedure documentationSynchronizing with SAP Support Portal

 

Technical system information is required in both the landscape management database (LMDB) of SAP Solution Manager and in SAP Support Portal. SAP Support Portal needs this information, for example, to find notes, establish service connections, and to plan updates and upgrades with the maintenance planner.

The most important system information, which is required in SAP Support Portal, is the following:

  • technical instances with host details like FQDN

  • database attributes with host details like FQDN

  • installed software component versions

  • installed product versions

Alternatively to synchronization, you can edit system data directly in SAP Support Portal.

Prerequisites

The following prerequisites must be fulfilled:

  • You need an s-user for SAP Support Portal.

    Your user in SAP Solution Manager must be assigned to your s-user for SAP Support Portal. For more information, see SAP Note 1822202Information published on SAP site.

  • You have completed the activity Connecting LMDB to System Landscape Directory (SLD).

  • Installation number and system number are known in both the LMDB and SAP Support Portal.

Procedure

If you have upgraded to SAP Solution Manager 7.2, go to SAP Solution Manager Configuration (transaction SOLMAN_SETUP), Start of the navigation path Mandatory Configuration Next navigation step Basic Configuration Next navigation step Schedule Jobs End of the navigation path and run the job SM:MIGRATE TO AIUPDSYSSYNCH. It triggers the report AI_SC_AISYNCH_2_AIUPDSYSSYNCH, which migrates the status data from table AISYNCHRONIZE to table AIUPDSYSSYNCH.

Automatic: Global synchronization of system data with SAP Support Portal

Upload from the LMDB to SAP Support Portal

The system landscape data is captured automatically, by default. It synchronizes system data in the LMDB with SAP Support Portal every day. The periodic report AI_SC_UPLOAD_SYSTEM_DATA uploads data from the LMDB to SAP Support Portal. This report is automatically scheduled with the regular job SM:UPLOAD SYSTEM DATA in SAP Solution Manager Configuration (transaction SOLMAN_SETUP), under Start of the navigation path Mandatory Configuration Next navigation step Basic Configuration Next navigation step Schedule Jobs End of the navigation path.

This report uploads two parts of data to SAP Support Portal:

  • Technical system information, such as installation keys and installed software components.

  • Information about which SAP product versions are installed on which technical systems. The maintenance planner uses this to calculate update options.

  • To change the global settings for synchronization with SAP Support Portal for all technical systems, see SAP Note 2177157Information published on SAP site.

  • To define the individual settings for a specific technical system, start the editor for technical systems in the Landscape Management application, and change the settings on the SAP Support Portal tab.

Download from SAP Support Portal to LMDB

The periodic report AI_SC_REFRESH_READ_ONLY_DATA downloads data from SAP Support Portal to the LMDB. This report is automatically scheduled with the regular job REFRESH_ADMIN_DATA_FROM_SUPPORT in SAP Solution Manager Configuration (transaction SOLMAN_SETUP), under Start of the navigation path Mandatory Configuration Next navigation step Basic Configuration Next navigation step Schedule Jobs End of the navigation path.

This report loads the following information to the LMDB:

  • SAP customer numbers

  • License data (system ID, installation number, number system number, message server, product version, system role)

  • Maintenance key data

  • Contact persons

  • SAProuter information

In addition, the job creates business partners of type organization for the customer numbers and generates the IObjects (IBase components) for the downloaded license data.

SAP Solution Manager uses this information from SAP Support Portal for IT Service Management and to establish service connections, for example.

For more information, see SAP Note 2182476Information published on SAP site.

Manual: Upload information for a selected technical system to SAP Support Portal

You can manually upload the information for an individual technical system to the SAP Support Portal. To do so, start the editor for technical systems in the Landscape Management application and change the settings on the SAP Support Portal tab.

In some cases technical system information must be entered manually, for example, if no automatic SLD data supplier can be used or if a specific system does not provide some information. In this case, you can specify the required information in the technical system editor and upload it to SAP Support Portal manually.

Manual upload is supported for all technical system types with an installation number and a system number (either supplied automatically or entered manually). The three-character system ID is only uploaded to SAP Support Portal if it is relevant for the selected system type.

Example

SAP support wants to support you, but cannot logon to your development system ABC because the server data for this system is not in SAP Support Portal.

  1. In the LMDB, check whether the SLD data supplier has provided the server data for system ABC. If not, complete the information in the LMDB, or, preferably, make sure that the information is provided automatically by an SLD data supplier.

  2. Synchronize the system data of system ABC, as described above.

  3. You can now open the support connection in SAP Support Portal and SAP support can log on to your system ABC.

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