Note 937697 - Usage of SAP NetWeaver BI Diagnostics & Support Desk Tool

Summary

Symptom

You were asked by SAP support to use the "SAP NetWeaver BI Diagnostics & Support Desk Tool" to check the configuration of your system and to collect detailed information regarding your SAP NetWeaver BI installation.

This note describes the process of using this tool.

For general remarks regarding the importance of an all-green "SAP NetWeaver BI Diagnostics & Support Desk Tool", see note 1177154.

The tool will not show an all-green status in case you are using it in a high-availability environment, using SAP Web Dispatcher, the alternative RFC configuration in note 974818, or both. We are currently looking into this topic. In those cases, please make sure to point out this configuration to SAP support and reference this section of this note in your message. Also, make sure that the other traffic lights not related to these two areas are still green.

Other terms

supportdesk, configuration BI Java

Reason and Prerequisites

In order to process your message efficiently, SAP support requires a couple of settings which you can collect manually in various places, like

• SAP J2EE Visual Administrator (only NetWeaver 7.0x)

• Portal administration UIs

• NetWeaver Administrator UIs

and so on. "SAP NetWeaver BI Diagnostics & Support Desk Tool" automates the process of collecting this information.

Additionally, "SAP NetWeaver BI Diagnostics & Support Desk Tool" includes a complete set of all basic configuration checks required to configure BI-Java. Moreover, it provides hints for the sources of configuration issues and offers instructions to correct the configuration.

Solution

Be aware that the procedures differ deppending on the release (SAP NetWeaver 7.0x and SAP NetWeaver >= 7.30).

Usage of the tool (release independent)

In order to use the tool, follow these steps:

1. Close all open web browsers.

2. Logon to your Portal using ://:/irj with a user belonging to the "Administrators" group. Usually, this is "Administrator" or "j2ee_admin" or another user from either user group "GRUP.PRIVATE_DATASOURCE.un:Administrators" or "GRUP.R3_ROLE_DS.SAP_J2EE_ADMIN".

3. Change the URL in your browser to ://:/irj/servlet/prt/portal/prtroot/com.sap.ip.bi.supportdesk.default

4. In case a red traffic light is shown on the initial tool screen indicating a configuration issue, click the link to get more details on the configuration issues found for your system. Go through the list of checks marked with a red traffic light and see the instructions provided for each check in order to correct the configuration.

5. In case of changes to the configuration, click the "Reload configuration" button to re-run the configuration checks and update the check results.

6. If all traffic lights turn green and the issue is resolved you do not take any additional actions.,

• In NetWeaver 7.0x: In case you have deployed the tool as described below, continue with the steps described below for undeploying the tool.

7. If you can't correct the configuration on your own or all traffic lights are green and the issue persists, continue with the next bullet point.

8. If you have a specific error situation which for example occurs during navigation step in a BEx Web Application Java, click on the "Start reproducing error" button. If you have issues with the overall configuration, go to the next step.

9. Click the "Download support info" button. When prompted, store the downloaded file "supportdesk.zip" to your local harddisk.

10. If you have clicked the "Start reproducing error" before, it is important to click the "Stop reproducing error" button now. This will restore all log levels to their original values and helps to prevent performance degradation due to too many messages written to the log files.

11. Attach the file "supportdesk.zip" to your OSS message or send the file via e-mail to bw.bex.support@sap.com stating the OSS message number and title in the e-mail title.

Additional release dependent information for SAP NetWeaver 7.30

Currently there is no additional deployment option for this release.

• Known Issues:

• Check for deployed components fails when Support Packages of ABAP and Java are not equals. This is incorrect. You are allowed to deploy the BI Java patches according to the note 1506722.

Additional release dependent information for SAP NetWeaver 7.0x (7.0 and Enhancement Packages)

Support Desk Tool is delivered in SAP standard delivery of Usage type BI Java. You can execute the tool on every server which includes BI Java. Deploy new version only when requested by support organisation or when the delivered version is older than the version attached to this note.

Deployment Procedure (only for NetWeaver 7.0x)

The latest available version for the Support Desk Tool is 0.426.

In case you are asked by SAP Support to use "SAP NetWeaver BI Diagnostics & Support Desk Tool" and you have already deployed a version to your SAP Web Application Server Java, please check your version and the attached version. In case the attached version is newer, deploy the latest version attached to this note again because the tool is frequently updated to cover the most prominent issues reported via OSS. Also, always import the latest version of correction instruction attached to this note into the SAP Web Application Server ABAP part of your SAP NetWeaver BI system.

In order to deploy the newer version of the tool, follow these steps:

1. Import the correction instruction attached to this note into your SAP NetWeaver BI system.

2. Open the file "tool.zip" attached to this note and extract the file "com.sap.ip.bi.supportdesk.par" to your local harddisk. Please leave the file name all lowercase.

3. Close all open web browsers.

4. Logon to your Portal using ://:/irj (e.g. http://myserver.sap.com:50000/irj) with a user belonging to the "Administrators" group. Usually, this is "Administrator" or "j2ee_admin" or another user from either user group "GRUP.PRIVATE_DATASOURCE.un:Administrators" or "GRUP.R3_ROLE_DS.SAP_J2EE_ADMIN". Make sure that this user has authorizations for function group SYST in the SAP Web Application Server ABAP part of your SAP NetWeaver BI system. After using the tool, you can remove the authorization again. It is only required for the tool itself.

5. Change the URL in your browser to < http|https> ://:/irj/servlet/prt/portal/prtroot/com.sap.portal.runtime.system.console.default

6. Click the "Browse..." button and select the file "com.sap.ip.bi.supportdesk.par" from your local harddisk. Press "Open".

7. Click the "Upload" button to deploy the tool to your SAP NetWeaver Web Application Server Java.

8. Be aware that this attached version has a higher technical number and it can be not overwritten by applying new Patch or Support Package. You will need to undeploy this tool:

• Close all open web browsers.

• Logon to your Portal using ://:/irj with a user belonging to the "Administrators" group. Usually, this is "Administrator" or "j2ee_admin".

• Change the URL in your browser to < http|https> ://:/irj/servlet/prt/portal/prtroot/com.sap.portal.runtime.system.console.default

• In the "Archive Remover" section, select the entry "com.sap.ip.bi.supportdesk".

• Press the "Clean" button.

Header Data

Release Status:	Released for Customer
Released on:	26.07.2011 21:49:12
Master Language:	English
Priority:	Correction with high priority
Category:	Program error
Primary Component:	BW-BEX-ET-WEB BEx Web ABAP Runtime
Secondary Components:	BW-BEX-ET-WJR BEx Web Java Runtime