Solving Problem
Purpose
In the Solving Problem IT process, the responsible administrator determines and solves the cause of a problem. The corresponding problem has already generated an alert about which the responsible administrator has been informed (for example, using SAP Alert Management).
The administrator uses different tools to solve the problem, depending on the characteristics of the problem to be analyzed in each case; analysis methods are available in the Alert Monitor and in the SAP NetWeaver Administrator to support this work. This means that you can move directly from the central console to the landscape-wide monitoring to the special transactions of the remote system that are appropriate for the respective alert.
Use of the Process
This process is part of the following IT scenario:
IT Scenario |
Scenario Variant |
Prerequisites
The administrator is informed about the problem.
Process Flow
There is no process that applies generally for solving problems. The next step always depends on the results of the previous step. Usual entry points to solving problems are, for example:
...
1. Check the following points for the relevant component:
¡ Availability
¡ Other alerts
¡ Most important performance values
¡ Most important log files
This information is usually also centrally available directly in the Alert Monitor and in the SAP NetWeaver Administrator.
2. There are also local expert tools available for detailed analyses.
3. You can activate various traces centrally. These traces contain other, very detailed monitoring information. However, generating the trace is performance-intensive. It should therefore only be activated especially for troubleshooting.
4. SAP Active Global Support has additional expert tools, which are integrated into the Solution Manager Diagnostics. These tools are only intended for use by AGS.
Result
You have solved the problem.