If you want to allow an SAP Support Consultant to work directly in the system to diagnose problems, you have to open a remote service connection. Since we all know that now SAP support portal is migrated to SAP Launchpad based on Fiori based apps. So the process to open the connections and maintain the OSS support user in secure area are also changed.
We are always in hurry to open the connections incase of emergency situations. Since i faced the same problem. So i thought to document it and share.
First you login in sap support portal and follow the steps given below.
For maintaining the “user credentials” in secure area go to the incident and click on secure area link.
Go to the system and add the user details.
Now you want to open Remote Connections but you will not be able to find out the link in the incident itself(But in earlier case, connection opening link was there in incident itself).
Now in new support system (launchpad support portal case), you need to go to home page and open the connection.