Synchronizing with SAP Support Portal

Technical system information is required in both the SAP Solution Manager Landscape Management Database (LMDB) and in the SAP Support Portal. The SAP Support Portal needs this information, for example, to find notes and to establish service connections.

This graphic is explained in the accompanying text.

The synchronization with the LMDB enriches the system information in the SAP Support Portal (1.). The combination of 18-digit system number and 10-digit installation number serves as a globally unique key for a system. Customers using SAP Support Portal applications (2.) can access the related system data only if their customer number matches the customer number that is assigned to the technical systems (3.).

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

Prerequisites

The following prerequisites must be fulfilled:

You need an s-user for the SAP Service Marketplace (SMP).
Your user in SAP Solution Manager must be assigned to your s-user for the SAP Service Marketplace.

For more information, see SAP Note 1822202.
You have completed the activity Connecting LMDB to System Landscape Directory (SLD).
If you are updating from a release below SAP Solution Manager 7.1 SP05, you have migrated system information from transaction SMSY to LMDB. For more information, see Migrating System Information from SMSY to LMDB.
Installation number and system number are known in both the LMDB and SAP Support Portal.

Procedure

Automatic: Global synchronization of system data with the SAP Support Portal

The system landscape data is captured automatically, by default. It synchronizes system data in the LMDB with the SAP Support Portal every day. The synchronization is part of the periodic LANDSCAPE FETCH job.

To change the global settings for synchronization with the SAP Support Portal for all technical systems, start transaction SMSY_SYNCH_SAP_CUST. To define the synchronization settings for a specific technical system, start the editor for technical systems in transaction LMDB, and change the settings on the SAP Support Portal tab.

Manual: Upload information for a selected technical system to the 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 transaction LMDB and change the settings on the SAP Support Portal tab.

You can update information about installed software component versions (including Support Packages), to get correct note search results in the SAP Support Portal, and update technical instances, to set up the support service connection.

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 the 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 the 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 the SAP Support Portal.

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.
Synchronize the system data of system ABC with the SAP Support Portal in the LMDB, as described above.
The customer can now open the support connection in the SAP Support Portal and SAP support can log on to your system ABC.

More Information

SAP Note 993775 contains a list of system data which is synchronized between SAP Solution Manager and SAP Support Portal.

SCN Blog Topology of SLD, LMDB, and Customer Profile – How to Get Reliable Landscape Data in SAP Support Portal as a Basis for Planning http://scn.sap.com/community/it-management/blog/2015/04/30/topology-of-sld-lmdb-and-customer-profile-how-to-get-reliable-landscape-data-in-sap-support-portal-as-a-basis-for-planning