This was an ASUG webcast that SAP gave today.
Figure 1: Source: SAP
Figure 1 provides a new improved customer experience for maintenance and corrections
Figure 2: Source: SAP
The top of Figure 2 shows the previous process, where a customer opens a ticket and support helps
If a code issue, product support provides ADAPT # for BI
Development makes correction
Document in a fixed issues list, PDF file, deliver in SP or patch
Customer downloads PDF and searches for ADAPT
This was manual steps in getting updates from development
New to BI (but not for many SAP customers) is searching for the issue, with less manual steps
You talk with development (if necessary)
Contact point is the person who is helping you directly
The SAP Support Portal where you search for the issue
Figure 3: Source: SAP
Consistent, search for the notes, correction with SAP notes
Parallelized patching is available as of BI4SP5
Instead of sequentially patching each system you can do parallelized patching
Figure 4: Source: SAP
Figure 4 shows the past and present in table form
There are plans for no Forward fit spreadsheet, replaced by equivalence notes (next quarter FF goes away)
You can search in one place; Size of patch will increase
SAP said it would be a more streamlined, more positive experience
Figure 5: Source: SAP
Figure 5 is a conclusion. Further discussion will take place at the ASUG Analytics BusinessObjects User Conference in September.
Question & Answer
Q: Can you show us the replacement for the forward fit spreadsheet?
A: Equivalency notes on the SAP Support portal ________________________________________________________________
Q: If patch version only shows BOE 4.0 sp xx patch xx and does not mention 4.1, can it be assumed that 4.1 does not have the issue?
A: Yes. ‑
Q: The benefit of ADAPT number is the precise search. The key of the new approach appears to be search string. Any tips for a good search string ? How do we avoid results that aren’t related to my issue, but showed because it contains one word?
A: Good question – idea is to give some wider latitude for searching.‑
Q: So with the forward fit spreadsheet going away and the new format at the fix itself, we have no way to know what we can upgrade to from our current patch level? I think this is a step backwards.
A: With this process we plan to forward fit the fix ASAP so ideally you should not see any lag and should be able to upgrade without any fear of losing any fixes‑
Q: Further clarification: If I am on BI4.1sp2patch4, I need to know what I can upgrade to and still have the fixes I have at my current level.
A: The standard rule for FF is that all fixes are forward fitted to the latest SP so if you take the latest SP, you will not lose any fixes‑
Q: Right now when I contact support, I would get a phone call or email from support group later. So now the developer will contact me instead?
A: No, you contact support, the issue is not an issue – Support will assist – could be help, fixed already – most issues are like that. If real issue/bug, then forwarded to development the development will contact you – may not be phone- discussion system : No, you contact support, the issue is not an issue – Support will assist – could be help, fixed already – most issues are like that. If real issue/bug, then forwarded to development the development will contact you – may not be phone- discussion system
If you are an ASUG member you can view the webcast recording at https://www.asug.com/discussions/docs/DOC-38608