Uploading, Accessing, and Trouble-Shooting System Data in the Customer Profile Used for Planning Changes in Your IT Landscape
Introduction
System Data of your IT landscape uploaded to the SAP Support Portal play and increasingly important role: In addition to being used for Early Watch Alerts and to manage system access for support in case of an incident, they are now used for planning landscape changes, for example using the Maintenance Planner. Therefore, it’s vitally important to understand and manage the processes to handle and access this data.
Prerequisites of Uploading & Accessing System Data in the SAP Support Portal
The Customer Profile contains data of most or all of SAP’s customers. It is easily understandable that each customer must only be able to see the data of his IT landscape. The whole handling therefore is based on the customer number – see figure 1:
Figure 1: System data, S-user settings, and related applications
System data upload from the IT landscape of your company and handling the access:
- System Data
- Installations are registered at the SAP Support Portal (https://support.sap.com/system-data)
- Systems of your IT landscape are registered automatically in the SLD / SAP Solution Manager LMDB
- Technical system data is used to create product systems in LMDB, which are handed over to MOpz or uploaded to the Customer Profile
- Applications like the Maintenance Planner or Early Watch Alert read Customer Profile data based on the customer number assigned to the S-User used for the login to the SAP Support Portal
- User Access
- SAP (http://sap.com): Customers get 1 to n Customer-numbers
- Transaction AISUSER: Assignment of user to customer number is done here
- Transaction SOLMAN_SETUP in SAP Solution Manager: Define 1 S-user for OSS-Upload Customer Profile: Access is based on S-user/ customer-# combination
Trouble Shooting – Wrong or Missing System Data in Customer Profile / Maintenance Planner
Problems Related the the Data Flow from the Technical System to the Customer Profile
The following figure summarizes the main points to check in case of problems:
Figure 2: Main connections between technical system landscape and Customer Profile.
So if your system data in the Customer Profile is missing, outdated, or incomplete here is what to check if system data is…
- …missing completely: Check in that sequence…
- … if the S-User used to log on to MP has the same customer number as assigned to the missing system – see Topology of SLD, LMDB, and Customer Profile – How to Get Reliable Landscape Data in SAP Support Portal as a Basis for Planning
- … if data is in LMDB …
- … check the “landscape fetch” job
- … try a direct upload (available in the SAP Solution Manager LMDB > Technical System Editor > technical system > Header > Upload to SAP Support Portal; also see SAP Note 2002546 CP: Direct upload of landscape data to the customer profile
- … if data is not in LMDB …
- … check the sync connection SLD to LMDB (available in SAP Solution Manager > transaction SOLMAN_SETUP > system Preparation > Prepare Landscape Description)
- … check SLD data supplier in the system itself (see Technical System Data Delivered by SLD Data Suppliers and Agents)
- … incomplete or erroneous In the LMDB…
- check/update the version of the CIM Model and CR Content (see SAP Note 669669 – Update of SAP System Component Repository in SLD)
- check data supplier completeness (see Technical System Data Delivered by SLD Data Suppliers and Agents)
- … outdated in LMDB…
- … check the sync connection SLD to LMDB (see above)
- … check SLD data supplier in the system (see above)
- … check, if data has been changed manually – this may prevent automatic updates: LMDB see How to Ensure Your Landscape Data is Up-to-Date – House-Keeping in the LMDB
- … wrong…
- … check, if data has been changed manually (see SAP NetWeaver System Landscape Directory: Conflicts and Ranks in Full Automatic Content Synchronization)
- … perform a correction of technical system’s metadata (see SAP Note 1816146 Correction of installed software information (CISI) – note, that the data can also be corrected in the Maintenance Planner directly.
- …duplicated…
- … available and correct in the LMDB but not correct / outdated in the Customer Profile
If you’re using the automated upload (former “Landscape Fetch” job)…
- … this may be related to permissions of user SOLMAN_BTC: Check SAP Note 2323260 – Job LANDSCAPE FETCH doesn’t send system data to Maintenance Planner and the system constellation is empty
- … or it may have to do with the caching of data:
- Case 1: To get the latest data then they need to Run Report: RPT_CLEAR_SL_CACHE and then trigger the Landscape Fetch job.
- Case 2: Some specific cases, Once you triggered the Landscape Fetch job you may get a warning (see screen shot below):
- Run transaction: SLG1
- Object =: AI_LMDB
- Sub object =: SUPPORT_PORTAL_SYNC
- Execute
- … this may be related to permissions of user SOLMAN_BTC: Check SAP Note 2323260 – Job LANDSCAPE FETCH doesn’t send system data to Maintenance Planner and the system constellation is empty
Figure 3: Example of warnings regarding the automated system data upload to the SAP Support Portal.
- In that case, execute the Report AI_LMDB_MIG_OSS_SYNC_CONFIG and then trigger the landscape fetch job manually.
Problems Related to Customer Number Assignment – Incorrect Number of Systems is Shown
When it comes to handling customer numbers it is now clear that based on this information systems are displayed to you. In the simple case your company just have this one number all S-Users are using and everything should be fine.
We can, however, have more complex scenarios:
- Companies with more than 1 customer number – several customer numbers shall be visible for one user (customer decision)
- Value-Added Re-sellers (VARs) – several installations of different customers shall be covered by one customer number
The desired state of course is that customers see systems belonging their customer number(s) only. In case of a VAR, the VAR of course needs to see all the VAR’s customers, or their systems, respectively.
The process for both scenarios is described in SAP Note 2297876 – Setting steps for Multi-customer scenario in Solution Manager 7.1
Security Aspects
Upload of data to SAP Support Portal and processing in the Support Backbone, was part of the process with SAP Solution Manager Maintenance Planner already. Therefore, a solution has been described already in SAP Note 1781148 – LMDB and SLD in a high-security environment. It tells you, how to run two SAP Solution Manager systems in a high-security environment.
The note tells you that “[…] Depending on SAP Solution Manager usage, you may have to create the product systems in both [SAP Solution Manager systems][…]. With the Maintenance Planner if only the technical system data is needed, you can create product maintenance dependencies instead in case you do not need product systems in the SAP Solution Manager System uploading to the SAP Support Portal.
Additional Notes and Information
Relevant SAP Notes
System Data Availability
- Check if the system is available in SLD and LMDB and if all data suppliers are running – see
- In case of specific problems with the upload, see SAP Notes:
- SAP Note 1784080 – System information upload from LMDB to Support Portal fails
- SAP Note 1822202 – Authorization to upload LMDB data to SAP Service Marketplace
- SAP Note 1891878 – “Upload to SAP Support Portal” in LMDB does not send data
- SAP Note 2050352 – Wrong error message when uploading system data
- OS / DB type missing:
Synchronizing LMDB data to SAP Support Portal
- SAP Note 1998218 – SAP Support Portal system data upload – Constantly changing system data in SAP Support Portal
- SAP Note 2002546 – CP: Direct upload of landscape data to the customer profile
- SAP Note 2186164 – Problem in replicating systems to Maintenance Planner
- SAP Note 2174416 – Creation and activation of users for the Support Hub Communication
Synchronizing data to SAP Support Portal
- SAP Note 993775 – Synchronization of system data with the SAP Support Portal
- SAP Note 1050693 – Several IP addresses when you synchronize system data
- SAP Note 1246699 – System Data Update
- SAP Note 1781148 – LMDB and SLD in a high-security environment
Handling AISUSER, Several Customer numbers, and RFC destination
You’re using the customer number the system has been uploaded with: More on handling multiple customer numbers: Users may need to see data of several customer numbers – you can make more than one assignment in the transaction AISUSER. For more information on handling multiple customer numbers see the following SAP Notes:
- SAP Note 1301032 – Destination for multi-customer handling Landscape Management
- SAP Note 1151450 – FAQ: Managing several customer numbers – Solution Manager 7.0 / 7.1
- SAP Note 1301032 – One destination for multi-customer handling
Incidents
Should the information here not help, there is a new component to create incidents for problems related to the Maintenance Planner: BC-UPG-MP.
Thank you very much for this overview. But, I think one situation is missing: ... outdated data in Maintenance Planner... Can you please advise some hints?
Dear Michael,
thanks for the feedback - since data in the customer profile stems from the LMDB, can you please check, if " outdated in LMDB..." > How to Ensure Your Landscape Data is Up-to-Date - House-Keeping in the LMDB helps?
If not, can you provide some detail? Do you see the expected system but with outdated software stack or is a newly uploaded system missing?
Thanks again and Best Regards,
Wolf
SAP SE
Dear Wolf,
thank you very much for your reply. I think the displayed data in the Maintenance Planner should show the last upload date by "Last Replicated On" (automatic upload from LMDB). Or change the date only if new or updated software components will be automatic uploaded? If I upload system data manually to SAP Support Portal the date of the manually upload displayed in the Maintenance Planner (regardless of whether the software components have been changed or not). I have also a open OSS-Ticket for this question.
Best regards
Michael
University of Siegen
SAP has a ridiculous design here: the support portal shows the proper updates from Solution Mismanager but the Maintenance Planner shows old data. SAP expects us to sit and continuously click refresh until their systems feel like synchronizing.
Dear Mikhail,
thanks a lot for your feedback - showing outdated data is not what we strive for. In fact there is work going on to improve the service.
You (and others reading this) could help us here by creating an incident telling us your observations in detail; please use component BC-UPG-MP.
Best Regards,
Wolf Hengevoss
SAP SE
Dear Wolf：
when I tried to direct upload landscape data into SAP Support Portal：No permission to perform perform this task for system，I didn't find a good solution above it，can you give me some advise or some hints，looking forward to your reply，thank you very much。
best regards
Sissi
Dear Customer,
as stated in the blog, the uploading an access to system data is based on the customer number. So if a permission is missing, you may not have it for the customer number assigned to the system in question. You can check under System Data | SAP Support Portal.
I hope that helps.
Best Regards,
W. Hengevoss
SAP SE
Dear Wolf：
Thank you very much reply，I had solve this problems as your said ，I don't have right permission 。
when I tried to direct upload landscape data into SAP Support Portal，it prompt：successful。but，I cann't find the system in Maintenance planer，I reference note：
but it seems improper for this case ，because this version is too old ，can you give me currently note or hints？thank you very much。
best regards
Huo
Hi Wolf,
Where in Transaction SOLMAN_SETUP in SAP Solution Manager (from your note above), do we define the 1 S-user for OSS-Upload Customer Profile?
Best regards, Matt.
Dear Matt,
that may depend on your version of SAP Solution Manager - for example in SAP Solution Manager 7.10 SPS14, you'll find it under System Preparation / 3. Specify Connectivity Data
Hope that helps...
Best Regards,
W. Hengevoss
SAP SE
Hi Wolf,
Thank you for the very quick reply.
I found that Connectivity Data and S#, and we have previously set this correctly.
Our LMDB data is being successfully populated to the SAP Marketplace, but is not being reflected in the Maintenance Planner (no updates since November 2015).
I'll raise a ticket with SAP for resolution.
Best regards, Matt.
Hi Matt,
we have the same problem and still waiting for a answer / solution from SAP... Is your system data (software components) filled correctly in the system data area in the new SAP ONE Launchpad?
Best regrads
Michael
Hi Michael,
Nice to know we are not the only customer with this problem.
However, I just checked the new SAP ONE Launchpad, and yes, our details are reflected there. And then I re-checked the Maintenance Planner, and yes, now our details are there too!
So not sure what SAP did over the weekend, but we are now seeing our system data being properly reflected. I had opened a ticket on Friday.
Best regards, Matt.
Hi Michael,
I've also the same problem with Maintenance Planner.
I can successfully push data to SAP Marketplace and system data correctly filled in the system data area in the new Launchpad, however it's not reflected in the Maintenance Planner(no updates since the end of 2014).
I've opened a ticket with SAP, however still has no solution.
Did you resolve your issue? What was the solution provided by SAP side?
kind regards,
Viktar
Hi Viktar,
the last info from SAP (October 2015) was:
"We identified that at the Moment the automatic upload takes
approximately 3 days to Show in Maintenance Planner. We are still
working on that to make it faster.
The Manual upload is working fine now. So, please use the Manual
upload as Workaround for urgent cases, we will inform you as soon as
the automatic probem is solved on backend."
The issue is not solved. I have uploaded data manually to the SAP Support Portal yesterday. The system data is updated, but the Maintenance Planner shows the old data.
Kind regards
Michael
Hi Michael,
thank you for your feedback.
My version of Solution Manager was pretty old (7.1 sp4). Therefore I decided to update it to the newest SP stack (sp14) available and now my problem is gone. The systems are available in Maintenance Planner right after I push them using manual upload(will check automatic landscape fetch job next week). Not sure though what was the problem.
kind regards,
Viktar
"upload takes approximately 3 days"
Who is the genius at SAP that designed this setup?
Everyone: add three days to every installation and upgrade, even small patch updates. Yes, inflate the already bloated costs and estimates for SAP projects.
Dear Mikhail,
to my information, the duration of the automated upload should have been reduced significantly these days (to hours instead of days).
If you still experience such long delay, please let us know on component MP-UPG-MP.
Best Regards,
Wolf Hengevoss
SAP SE
Mikhail (and Michael above) - had the same issue with manual push not working at all.. Note 2002546 solved it for us. SM 7.1 sp13. Manual push works now.
What about missing OS and DB data? I have verified the OS and DB data is correct in LMDB, but is missing in Maintenance Planner. How can I fix this so I don't get all OS and DB versions of SUM, etc. in the download basket?
Dear Randy,
Sorry to hear that. Also, from the information given, we cannot tell the reason - for investigation, an incident is required. Please use component BC-UPG-MP.
Thanks for your support!
Wolf Hengevoss
SAP SE
Dear Wolf,
One small question about S-user.
Can I use a S-user to generate license key and use a different one for
AISUSER->USER-ID->S-USER in solution manager ?
Should I use the same one ?
Because I met problem when I upload system data to sap support portal.
Best regards,
Quintina
Dear Quintina,
to my knowledge, for the upload the user defined in the SolMan_SetUp --> OSS connection is important. In case of upload problems persisting, please open an incident under BC-UPG-MP.
Best Regards,
Wolf Hengevoss
SAP SE
Hi;
I have problem in to Upload to SAP Support Portal
Solution manager 7.1 SP7
error message:
help me, please.
thanks
Luis