Why it’s important to maintain system data in the SAP Support Portal

Being a part of the SAP Active Global Support organization, I have had the opportunity to speak with customers from all over the world about their experience with support.  One of the things that is consistently brought up in conversations is the importance of maintaining system data in the SAP Support Portal.

Why is this?

System data is a view into your environment.  It enables SAP support to understand:

• what you have installed (product and version)
• where that product is being used (test, development, QA)
• what servers you have in your landscape
• the latest patches you have installed
• license key or maintenance certificate associated

This information is vital to SAP support.  It enables us to solve issues more effectively since we have the most current information about your deployment.  On top of that, some support portal applications automatically use the system data to achieve a higher quality of search results, like in the SAP Note Search.

Here is an example I’ll use to show why system data maintenance is important:

I am getting ready to log a message with SAP Support.  I choose my system ID that I normally choose to log messages.  This system ID tells support that I am using Business Objects Enterprise XI R2, which is an end of life product.  SAP Support gets the message, looks at the system details, but then reads the text that I input stating I am actually on BI 4.0.  Now here comes the part everyone loves 🙂   Questions about the product I am on, version, patches, system landscape, etc. etc.  We haven’t gotten to my issue yet because I am providing support with my environments details. 

Point of the example?  I should have deleted that system and started using a system ID that correctly reflects my deployment. 

So how do we maintain/update systems and delete systems we aren’t using any more?

If you are using Solution Manager, you can use the system data synchronization to update information into the SAP Support Portal.  Documentation can be found here.

If you don’t have Solution Manager, you can maintain, and if necessary, delete system data on the SAP Support Portal via http://service.sap.com/system-data.

**It’s important to note that in order to maintain system data, you must have the authorization Maintain System Data assigned to your S-User ID.  If you don’t, contact your company’s super administrator to have it added.  You can locate your super administrator here.**

My suggestion to begin the maintenance of your system data is to run the System Data Overview Report found here.  This report gives you a detailed view into your company’s system data.  You can download the report to see how systems and installations are mapped to each other, as well as what product versions are currently on those systems.  This information will be able to quickly show you which systems should be deleted, as well as which ones need to be updated.

Second step is to check the Clean Up Inactive Systems list, which can be found here.  This will list your company’s SAP systems that are inactive or where deletion is in process.

Inactive systems are defined as:

• no system data has been changed, updated by SAP Solution Manager, or updated manually over the past 18 months
• no services (EWA,…) have been delivered over the past 18 months
• no customer message has been created over the past 18 months

If one of the above doesn’t apply, the system is considered to be active.  This is where the System Data Overview report will help.  If you know there are systems that should no longer be used, you can click the relevant system ID in the System Data Overview report and select the Delete System  button. 

**NOTE once you delete a system, it will no longer be able to be used.  If you delete a system mistakenly, you can create a message with support to have that system reactivated, so make certain you are sure that system should be deleted.

Alternatively, if there are systems that need to be updated, click the Edit system button.  This will allow you to update and save your system information.

Additional documentation on maintaining and deleting systems can be found here.

Do you have other tips or suggestions?  Please add a comment below!

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