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IT Service Management – Attachment Handling

 

SAP is committed to catering for customer requirements and to improve our services. This blog addresses handling of large sized attachments in an incident flow. Incidents exchanged between SAP Solution Manager and SAP system can carry only limited sized physical attachments. To make the attachment exchange easier SAP is rolling out a new facility Document Service. The size limit for attachments using Document Service is expected to be up to 250MB.

Changes in Attachment Handling

The way SAP shares the attachment with a customer is changing. Previously the attachments uploaded to SAP were physically replicated in SAP Solution Manager but in order to avoid data replication in multiple servers, the attachments will now be sent as a URL.

Where can I find attachments from SAP?

The attachments sent from SAP ONE Support Launchpad will not be visible in the attachment assignment block anymore. They will be displayed as a URL under the text type ‘Information from SAP’.

 

Note : Make sure you have implemented ‘Note 2731029’ to eliminate possible URL truncation issues. Else when you open an incident from CRM UI and find the URL is truncated. Thus you are not able to click and open the link.  

 

How to handle attachments with EU/DP Protection?

If an attachment is flagged for EU/DP Protection then the text will contain an additional line stating: ‘Data Protection: EU Data Processing’.

As shown in the sample shot below, such attachments must be accessed or opened through resources and individuals located in the European Economic area or in Switzerland. It is highly advised that this restriction is followed.

Who can access such attachments?

Restrictions on who can access the attachment will be applied. Users with an S-User set up can access these attachments through the URL.

What I need to do?

  1. You will need to make sure that this new process is clearly communicated to ALL incident processors as they will need know where to find the attachments.
  2. You will need to ensure your users have S-Users set up. If not, please refer to :  SAP Note 1271482.
  3. Maintain the AISUSER transaction with the appropriate mapping between your SAP Solution Manager user id and the S-user ID according to the following guide:

https://wiki.scn.sap.com/wiki/display/SM/How+to+maintain+transaction+AISUSER+for+Standard%2C+VAR+and+ISV+scenarios

When will these changes happen?

These changes will be visible as soon as SAP rolls out the new Document Service on the 23rd of February 2019.

New ‘’Document Service’’ will provide better handling of large-sized attachments. This is possible only if the incident is raised and/or updated from the SAP ONE Support Launchpad. More Information will follow on Document Service release notes and can be reached at :

https://support.sap.com/en/my-support.html#section_239170926

 

 

 

 

 

 

 

 

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