Initial Situation

Larger customers with service contracts often have separate contracts for several customer numbers. Since the SAP Cloud ALM entitlement is tied to the customer number, these customers are entitled to have several Cloud ALM tenants.

The replication of service data used to be tied to the customer number as well. This means that service information for a customer number was only transferred to the Cloud ALM tenant that was linked to the same customer number. If a customer had several customer numbers, they needed to have several customer Cloud ALM tenants to get access to all their service information.

This was not very convenient for large customers. Therefore, the behaviour of data transfer has been changed. Inside SAP, the customer numbers belonging to the same enterprise are grouped, so SAP knows which customer numbers belong together. The data transfer has been changed to consider this customer number group. This blog explains the changes in the data transfer.

Customer has only one Cloud ALM tenant

If a customer has several customer numbers, but only one Cloud ALM tenant and if the consent for data transfer has been given in that tenant, the transfer of service information works based on the grouping of customer numbers.

All service information belonging to the same customer number group that the Cloud ALM tenant belongs to, are transferred to the customer tenant. That means in the above example that service information for customer numbers 0001, 0002 and 0003 is transferred to the Cloud ALM tenant created for customer number 0001.

Customer has more than one Cloud ALM tenant

If a customer has several customer numbers and more than one Cloud ALM tenant, the behaviour of the data transfer depends on whether the consent for data transfer has been given in just one tenant or in several tenants.

Consent for Data transfer given on only one Cloud ALM tenant

If a customer has several customer tenants, but the consent for data transfer has been given only in one tenant, the transfer of service information works based on the grouping of customer numbers and all service information will be transferred to the one tenant where consent has been given.

In the example above, let’s assume that consent has been given in the tenant for customer number 0001. The tenant for customer number 0002 exists, but no consent has been given there. In this case the service information for customer numbers 0001, 0002 and 0003 is transferred to the Cloud ALM tenant created for customer number 0001. The tenant for customer number 0002 does not receive any service information.

Consent for Data transfer given on several Cloud ALM tenants

If a customer has several customer tenants, and the consent for data transfer has been given in more than one tenant, the transfer of service information works based on the customer numbers. The grouping of customer numbers is ignored.  Service information will be transferred to the one tenant that has the same customer number as the service information.

If there is service information for a customer number for which no Cloud ALM tenant exists, the service information is not transferred.

In the above example, let’s assume the customer has tenants for customer numbers 0001 and 0002. In both tenants, the consent for data transfer has been given. In that case:

• The service information for customer number 0001 is transferred to the tenant for customer  0001.
• The service information for customer number 0002 is transferred to the tenant for customer  0002.
• The service information for customer number 0003 not transferred, as no tenant for customer  0003 exists.

If the customer has more than one Cloud ALM tenant and has given consent for data transfer in more than one, but not in all of them, the data transfer works the same way. In that case, only service information for customer numbers with existing Cloud ALM tenants where consent has been given is transferred. If there is service information for a customer number for which no consent has been given in the corresponding Cloud ALM tenant, the service information is not transferred.

In the above example, let’s assume the customer has tenants for customer numbers 0001, 0002 and 0003. In the tenants for 0001 and 0002, the consent for data transfer has been given. In the tenant for customer 0003, the consent has not been given. In that case:

• The service information for customer number 0001 is transferred to the tenant for customer 0001.
• The service information for customer number 0002 is transferred to the tenant for customer 0002.
• The service information for customer number 0003 is not transferred, as no consent for data transfer for the tenant for customer 0003 has been given.

Further Information

Please check the blog Data Transfer for Cloud ALM for Service for details concerning the data transferred between SAP and the Cloud ALM tenant and blog How to get your Cloud ALM tenant ready for Service Deliveries for details about how to give consent.