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Download Legacy Incidents – Your Action is Required

Diesen Beitrag gibt es auch auf Deutsch.

UPDATE: The service.sap.com legacy platform has now been retired, and download of old incidents (from 2013 and prior) is no longer possible, neither for customers nor for SAP Support.


SUMMARY: Until December 31, 2019, old incidents from between 1994 and 2013 that cannot be found in the SAP ONE Support Launchpad can be downloaded from the SAP Service Marketplace legacy platform. For this purpose, SAP offers the Download Legacy Incidents application. Act now if you would like to archive your company’s old incidents.

By now, you have probably become aware of the modernization of the SAP support backbone, SAP’s central infrastructure to provide technical support to our customers and partners. The support backbone consists of several different systems for different purposes – for example, it comprises the infrastructure for the SAP Support Portal and SAP ONE Support Launchpad, for the Maintenance Planner, SAP EarlyWatch Alert reports, and many more.

In the past, one of the cornerstones used to be the service.sap.com platform, commonly named SAP Service Marketplace. Some years ago, SAP Service Marketplace housed the SAP Support Portal with its applications. Nowadays, they are integral parts of the SAP ONE Support Launchpad: It’s in the launchpad where you search for SAP Notes, report incidents, download software etc.

However, old incidents that were reported before January 1st, 2014, are exclusively stored on service.sap.com – hence on a platform that is earmarked for decommissioning by the end of 2019. In the long run, do you require continuous access to this data? If you answer this question with “yes”, SAP recommends that you archive legacy incidents as soon as possible.

For this purpose, a tool has been released in the SAP ONE Support Launchpad: The Download Legacy Incidents application provides you with the possibility to download your company’s closed incidents that were reported between 1994 and 2013: header information, communication and attachments.

Important: This opportunity will only be offered until late 2019 when SAP Service Marketplace will be shut down for good.

To access the tool, enter the tile catalog and add the Legacy Incidents tile to your homepage. Through the application you can request the download of all incidents that were reported within a date range specified by you:

Initially, the request will be listed in the application with status Scheduled. Depending on the size of the incidents, it is automatically split into multiple packages:

It might take up to 24 hours until the request has been processed and a ZIP archive has been generated. If you opt in to this service in the launchpad’s Notification Center, you will then be notified through a launchpad alert and e-mail.

Afterwards, you have got three months to retrieve the file. It contains separate directories for each incident, which house all attachments and an incident’s whole conversation history in PDF format.

A prerequisite to enter the tool is that you have got the authorization Display All Incidents, which can be granted by an administrator in your company.

10 Comments
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  • Hi Peter

    You mention in your blog that it can take up-to 24 hours for the request to be processed.

    Is that still a current time frame as I’ve requested a set of Incidents for the month of July 2010 (should only be a handful) and it’s been over 24 hours and the status is still showing as Scheduled.

    • Dear Mark,

      Sorry for the inconvenience. Indeed the job was temporarily stopped for some analysis, but has now been started again, and requests in the queue are being processed. Thanks for pointing this out. And apologies again.

      Best regards,
      Peter

  • /
    • Hello Angel,

      In the meantime, you may have received the ZIP files with the legacy incidents. Due to the huge number of requests shortly before the December 31 deadline, there is indeed a delay in the processing times. I apologize for any inconvenience caused. At the time when I wrote my blog, the average waiting time was less than a day. I may have to adjust this estimate now …

      Best regards,
      Peter

  • Peter, is there a chance to download the legacy incidents later than Dec., 31st?

    Problem is, that there is an incident currently pending because it is not possible to perform this function and I assume there will be no solution by then

    • Hello Frank,

      Pending incidents, including those in status “New” or “In Process”, can be found in the SAP ONE Support Launchpad; there is no need to download and archive them. The download feature is only relevant for old incidents that were closed before 2014. These are the ones that cannot be found in the launchpad and that are affected by the retirement of the old support platform.

      Hope this answers your question.

      Best regards,
      Peter

      • Hello Peter,

        No it didn’t.

        The problem came when trying to download those legacy incidents. A error message was thrown and nothing happened.

        In the meantime SAP Service provided a solution for the incident, however it was not possible to implement.

        Best regards

        Frank

  • So easy to remove incidents on the pretexte of an upgrade 🙂 This is not the first time you practice this policy. I thought SAP was one of the majors is data maintenance.

     

    Daniel Diligent