As a member of Product Support I have seen recently a lot of incidents that can improve the processing time if the necessary information for analysis is available in the incident when it is created. Therefore I decided to create this blog post to describe some information that are very relevant to be provided when an incident is created under my area.
What is necessary to provide when open an BW-WHM* incident ?
To be able to analyse incidents on the BW-WHM* component, supports needs some initial information, and some information depends on each component.
The bellow wiki page describe in details what customers should provide for SAP Support when open incidents:
Here I will resume the most relevant information for the more common components (for components that are not listed here, you can check on the wiki above):
Step by step of how Support can do for reproduce the issue by his own.
Connection to the relevant systems.
Logon information updated in the secure area as per descibed on note 508140.
Technical name from DTP
Last load request that failed/or should be checked
Technical name from Transformation
Technical name from DataSource
Connection to Source and Target System
Technical name from Process Chain
Last Log Id that failed
Technical name from infoobject or infoprovider