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SAP RSP (Remote Support Platform) to support your customer`s Business One

Background:

SAP RSP (Remote Support Platform) is useful to monitor your customer`s Business One environments and to provide remote support. It enables you to protect SAP Business One environment of your customer through remote monitoring and administration. Using RSP decreases the amount of time taken to find and resolve potential problems. It also minimizes interruption of business processes. Recovery tasks for SAP Business One, version of SAP HANA server, are also provided within RSP version 3.2.

Although it is available on SAP Business One 9.3 Software DVD/CD, it can also be downloaded from the SAP Partneredge website as a separate package. Link to download:https://launchpad.support.sap.com/#/productsearch/Remote%2520Support

SAP RSP Studio for SAP Business One: SAP partners can use Remote Support Studio to create support tasks, delegate administrative tasks to SAP Business One customers, and handle operational and support tasks for different customer installations. Remote support service studio helps partners to handle SAP services delivered to customer RSPs remotely from version 3.2.

SAP Business One (or SAP Business One for Hana) and SQL Server Management Studio are two prerequisites for setting up RSP.

Setting up RSP platform:

1. Prepare your company’s Technical S-User ID. Identify your company’s Super Administrator and follow the instructions here. (Refer https://launchpad.support.sap.com/#/notes/2063077)

2. Log in to https:/launchpad.support.sap.com/#/importantcontacts to find your Super Administrator (s).

3. Have your company`s Super Administrator log in to and follow steps described under: https://apps.support.sap.com/technical-user/index.html.

3.1 On page `User for Support Hub Communication page`, pick Request User.

3.2 Fill in and submit the form. Choose your own company from the drop-down list.  Enter a summary to help you remember that the user is a Technical S-User rather than a Personal S-user. Enter your own email address. SAP may use it to contact you if there are any questions about Technical User. Use your preferred language of communication. Optionally enter department which will use this Technical User, once activated.

3.3 Check at https:/apps.support.sap.com/technical-user/index.html if requested Technical S-User is created.

3.4 Activate the Technical S-User.

3.5 Enter a new password twice. The password must comply with certain policies that are displayed when entering the first password field.

3.6 Check at https:/apps.support.sap.com/technical-user/index.html whether Technical S-User is activated.

4. DB user admin account – Create another user ‘ rsp-sa ‘ with the same privileges as ‘ sa ‘ using SQL Server Management Studio. Set password as ‘ director ‘ for this user account and ensure that ‘ SQL Authentication ‘ is allowed.

5. Download Latest version of SAP RSP Tool installation media.

SAP RSP Tool package is available within SAP Business One 9.x installation media. Or it can be downloaded from https://launchpad.support.sap.com/#/productsearch/Remote%2520Support

6. Installation of SAP RSP Agent and SAP RSP Console.

Ensure the processes of the SQL Server database and SAP Service Manager are running before starting the process ‘ Setup.exe. ‘

SQL Server database processes:

6.1 Double-click`Setup.exe`from `….\SAP Business One 9.3\SBO9.3PL11\Packages\Remote Support Platform` folder.

6.2 Click Next when you see InstallShield Wizard for remote support platform.

6.3 On next screen, Select:

  • Remote Support Platform for SAP Business One (Default),
  • Agent Service and Agent Console, and
  • Remote Support Platform Studio for SAP Business One (for SAP Partners only)

Click Next to progress to next screen.

6.4 On next screen, ensure database Type `MSSQL` is selected (or Hana if you choose HanaDB), Database server name, and ‘rsp-sa’  account username and password from 2).

Browse the license file for Business One and pick it from ‘ License File Path. ‘ Selecting the same license file for Business One that is set up within the SAP Service Manager is important.

6.5 At next screen decide a new UserID, Password and Email to create a new account for  accessing RSP Console. Ensure ‘Start RSP Service Use Admin Account.’ is checked, and provide Windows user account that RSP Service can be used to run. Press `Next`button.

6.6 If you have details of your WebDav server, provide it within next screen. Or you can choose to skip it and proceed with installing RSP. After installation of RSP Agent and Console, you can add WebDav server details.

6.7 On next screen, provide a custom folder for RSP installation, or you can use default folder suggested (recommended).

6.8 Select default settings on the next screen (i.e. Desktop, Start Menu, Quick Launch Bar, and press Next button.

6.9 Confirm your preferences on the next screen and select Next to start RSP Agent, RSP Console and RSP Studio installation if no changes are needed. Please be patient until you have completed the whole installation. When done, you will see the’ Installation Complete’ window. To open the RSP Agent Console, click’ Finish.

6.10 Using `rspadmin` details from 4-e, Login to RSP Agent Console.

6.11 Business One license and Technical S-User ID must be checked by the RSP Console and DB upon first login. The ‘System Initialization Wizard’ will be activated once you login to the RSP Agent Console. Press ‘Next’ button.

6.12 Select the default settings on the next screen and press `Next` button.

6.13 Next screen is about connecting to the Internet. Using default values and press ‘Next’ button.

6.14 License file location configured during RSP installation will be displayed on next screen. Mention your Technical S-User ID and Password, and press `Test Connection` button. You need to see `Successfully connected to SAP server`message.

6.15 If you have details of your WebDav server, provide it within next screen. Or you can choose to skip it and proceed with installing RSP. After installation of RSP Agent and Console, you can add WebDav server details.

6.16 If you have details of your SMTP server*, provide it within next screen. Or you can choose to skip it and proceed with installing RSP. After installation of RSP Agent and Console, you can add SMTP server details. *SMTP Server, Port, Security Level, SMTP User Name, SMTP Password, Agent`s Email address, Recepient`s Email address

6.17 Next screen is used to set up email server required to receive email notifications from RSP. You can add into RSP Console details later, so press ‘ Next ‘.

6.18 Next screen will show all databases configured within Business One. Choose all of databases, and select minimum one database as ‘Productive’ type. Unless one database is selected as `Productive`, you cannot proceed to next step.

6.19 On next page, use default values. These values can be changed later from RSP Console. Click ‘ Next ‘ button.

6.20 On next page, use default values. These values can be changed later from RSP Console. Click ‘ Next ‘ button.

6.21 Disable ‘Save Settings in Configuration Template’, ‘Send System Status Reports to SAP’ and ‘ Retrieve Tasks from SAP ‘ on the following screen and press ‘Finish` button. You should now see message ‘You have successfully configured the remote support platform for SAP Business One….`

All of Business One databases are displayed within RSP Console.

Congratulations, You can now monitor your customer’s SAP Business One environment in Real-time !

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