2022-01-19 2349831

2349831 - How to create the perfect incident for EWM

(SCM-EWM) component and subcomponents
Version 7 Type SAP Knowledge Base Article
Language English Master Language English
Release Status Released to Customer Category How To
Component SCM-EWM-DLP (Delivery Processing) Released On 04.11.2020

Please find the original document at https://launchpad.support.sap.com/#/notes/2349831

Symptom

• This article describes how to create the “Perfect EWM Incident”.

• Following this guideline you will be able to provide all information required by SAP Support in order to
analyze your issue directly.

Environment

• SAP Extended Warehouse Management (SAP EWM)

Resolution

1. Before creating the incident

1. Go to the SAP SCM Extended Warehouse Management WIKI. There, you will find links to the
SCN forum, SAP Help documentation, hot notes and KBAs, common issues, how to guides, and
much more.
2. When creating the incident, you will be given the option to search for notes about your issue.
Please do this task first since a large number of issues can be solved by already existing
notes and knowledge base articles (KBA).
* For some hints on efficient note search please check KBA 2081285 - How to get best results
from an SAP search?
3. Respect incident's priorities, as described in note 67739. Please make sure your issue fulfills
the requirements for the selected priority, especially in case of Very High priority.
4. Please make sure to select the correct component for your incident. Creating the incident in
the wrong component leads to increased processing times. Try to avoid using SCM-EWM as a
"central inbox", use the most specific subcomponent you think is relevant.

2. System connections

In order for us to analyze the issue, in most cases it will be necessary to logon to your system. Whenever
possible, try to reproduce your issue in a test or development environment and provide us with
access to this system instead of your production system. The following connection types are commonly
used for analyzing an EWM incident:

1. R/3 service connection (also called as SAPGUI connection): refer to note 2562127, on how to
open this kind of connection. For the R/3 service connection, you can configure Single Sign On
with note 2562127.
• For SCM-EWM-IF incidents, provide both ERP and EWM systems and client numbers with
open connection and logon data in the secure area.

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1. Citrix GoToAssist: this is a replacement to NetViewer tool where a customer can securely
share their screen. Refer to note 2026090 on how to install and configure Citrix GoToAssist from
the SAP Service Market Place.

2. LOP: Line Opener Program (LOP). For more information about this please refer to note 1757997
.

3. Connection errors

Often, delays in processing customer incidents are caused by connection errors. Therefore, always make
sure that the system connections are open and working properly before creating or sending the incident to
SAP. The most common connection errors and their solution are detailed below:

1. Error: SNC processing failed - resolved by note 1178684.

2. Error: internal error - resolved by note 1178628.

3. Error: partner not reached, Error: connection to partner broken, Time out errors - resolved
by notes 1178624 and 1178631.

4. Error: route permission denied - resolved by note 1178546.

4. User data / logon credentials

For security reasons, DO NOT put the passwords directly into the incident. Instead, ALWAYS use the Secure
Area as described in note 508140. Make sure the user provided has the necessary authorithy roles to
reproduce and analyze the issue.

5. The Perfect Incident

1. System landscape: describe your system landscape, by mentioning system ID’s and client numbers
of your system wherever applicable.

• For SCM-EWM-IF incidents, provide both ERP and EWM systems and client numbers.

2. EWM Basic Information: provide the Warehouse Number, delivery number (describe if this is ERP
Delivery Number, PDI or ODO), and what is the process (inbound, outbound or internal warehouse
movement)

3. Software component versions: provide your software component versions with SP (Support
Package) levels.

4. Steps to reproduce: create a step by step description with screenshots about your issue,
mentioning all the details, user data and example data to use for reproducing the problem. Do not attach
individual screenshots one by one to the incident, instead use Microsoft Word or Excel to put your
screens into a single file. Compressing the attached document into an archive file is not necessary, you
can attach up to 4 MB for a single file.

5. DUMP: if you are experiencing a DUMP, export it into the .html or .txt format and attach it to the
incident.

6. Performance issues: if you are experiencing performance issues, try to reproduce the issue and
trace it with transaction ST12, and attach the trace files into the incident. If ST12 transaction is not
available, trace the performance problem with transactions SE30 and ST05 parallel. You can refer to the
following notes for more information:

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• ST12 Trace: it integrates the ABAP (SE30) and the Performance (ST05) Trace into one
transaction. The ST12 transaction for customer systems is delivered using the ST-A/PI add-on
(standard add-on for service preparation). SAP Note 69455 provides further information on this
subject. The transaction is not translated. It is available in English only and has no official
documentation. However, SAP Note 755977 includes a brief instruction.
• ST05 (SQL trace): you can also refer to SAP Notes 805934 and 31511, on how to analyze
database performance.

6. Also Important

• Mention any modifications, BADIs or custom code that could influence the behavior.

• If you are reopening an incident previously closed in all cases please mention the incident
number of the closed incident for reference. Do not insert the complete text content of the closed
incident into the new one, rather include a summary and only reattach any files or documents to
the new incident that were present in the old one.

• If you have tried to find a solution for the problem prior to send the incident to SAP, list the
steps you have made and the notes you have implemented.

7. Confirming an incident and providing feedback

• A solution has been provided in the incident. Your doubts have been clarified and/or the solution has
been tested and approved for business
• At this point, it is important to confirm the incident
• Your feedback can be used to improve the Product Documentation, the Product itself, and our
support processes
• SAP KBA below provides details on how to confirm an incidents and answer the Positive Call Closure
survey
• 2348239 How do customers answer the PCC survey in SAP One Support Launchpad

See Also

SAP Note 1339209 - What are the best practices for creating an incident on the SAP Support Portal
SAP Note 1922545 - What important information must be included in order to create a perfect SAP Support
Incident?
SAP Note 1831375 - Video tutorials for topics related to XX-SER-SAPSMP-IBX component
SAP Wiki - How to search the SAP notes efficiently

SAP Note 67739 - Priority of problem incidents

SAP Note 50048 - Several queries in an incident
SAP Note 16018 - More information required on reported message
SAP Note 984434 - How to speed up customer message processing
SAP Note 560499 - Global Support Customer Interaction: Telephone/e-mail
SAP Note 1281633 - Speed Up Processing of a Customer Incident
SAP Note 2281599 - SAP Remote Support Guideline
SAP Note 1773689 - How to add logon data securely to an incident - SAP Support Portal

SAP Note 2026090 - How to install and configure Citrix GoToAssist from the SAP Service Marketplace
SAP Note 592085 - Installing HTTP Connect service

SAP Note 2562154 - HTTP Connect w. SNC/SSO

SAP Note 605795 - Windows Terminal Server connection in remote support

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SAP Note 812732 - R/3 Support service connectionSAP Note 1178684 - No service connection:"SNC
processing failed"
SAP Note 797124 - LOP - Line Opener Program
SAP Note 1178628 - No service connection: "internal error"
SAP Note 1178624 - No service connection: "Partner not reached" (sapserv#)
SAP Note 1178546 - No service connection: "route permission denied"
SAP Note 1178631 - No service connection: "connection to partner broken"

SAP Note 805934 - FAQ: Database time

SAP Note 31511 - Program runs very long: Performance analysis
SAP Note 69455 - Servicetools for Applications ST-A/PI (ST14, RTCCTOOL, ST12)
SAP Note 755977 - ST12 "ABAP Trace for SAP EarlyWatch/GoingLive

Keywords

SAP, EWM, incident, message, create, Extended Warehouse Management, performance, dump, WWI,
upload, download, note, KBA, WIKI, BADI, component, help, sub component, connection, R/3, priority, error,
processing, speed up, steps to reproduce, example, user data, logon, system, debug, application, assign,
attach, trace, custom, ST30, ST12, ST05, database, specification, substance, delivery, /SCWM/PRDI,
/SCWM/PRDO, /SCWM/ADHU, handling unit

Products

SAP Extended Warehouse Management 5.1

SAP Extended Warehouse Management 7.0
SAP Extended Warehouse Management 9.0
SAP Extended Warehouse Management 9.1
SAP Extended Warehouse Management 9.2
SAP Extended Warehouse Management 9.3
SAP Extended Warehouse Management 9.4
SAP Supply Chain Management 7.0
SAP enhancement package 1 for SAP Extended Warehouse Management 7.0
SAP enhancement package 2 for SAP Extended Warehouse Management 7.0

Other Components

Component Description

SCM-EWM-PMR Production Material Request

SCM-EWM-GM Goods Movements

SCM-EWM-ARC Archiving

SCM-EWM-LM Labor Management

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SCM-EWM-RF Radio Frequency Processing

SCM-EWM-PRC Preconfigured Processes

SCM-EWM-PI Physical Inventory

SCM-EWM-VAS Value-added Services

SCM-EWM-MFS Material Flow System

SCM-EWM-AUT Authorization

SCM-EWM-MON Monitoring

SCM-EWM-RG Routing Guide

SCM-EWM-PRN Printing

SCM-EWM-AFS AFS Extension

SCM-EWM-QM Quality Management

SCM-EWM-EH Exception Handling

SCM-EWM-CD Cross-Docking

SCM-EWM-WB Warehouse Billing

SCM-EWM-IF Interfaces

SCM-EWM-MD Master Data

SCM-EWM-DAS Door Appointment Scheduling

SCM-EWM-CAP Cartonization Planning

SCM-EWM-WOP Warehouse Order Processing

SCM-EWM-WC Work Center

SCM-EWM-SR Shipping and Receiving

SCM-EWM-WAV Wave Management

SCM-EWM-ANA Analytics

This document refers to

SAP Note/KBA Title

2562127 R/3 Support with SNC/SSO

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