TECHSUMMIT ’05

Early Watch Alert &

2005 Support Tools
Lea Dvir
SAP America
 Agenda

Part 1: Support Tools – Introduction

Part 2: Support Tools – Installation and requirements

Part 3: Overview: SAP Business One Support Desk

Part 4: Overview: SAP EarlyWatch Alert for SAP Business One

Part 5: Why EWA and Support Desk/customer report

2
 Support Tools for SAP Business One 2005

SAP Support Tools for SAP Business One

Delivered with Core Product
Faster Support for customer using EWA
Mandatory for all ramp-up customers

SAP EarlyWatch Alert SAP Support Desk

Proactive Support Tool Support Access build in B1

Prevent data lose Helps customers to find solutions
System consistency checks Transmit problem and context
Faster support from SAP information to SAP for efficient
support

Using the Support Tools ensures fast resolutions of Customer Problems!

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 SAP Support Tools for SAP Business One

Quick overview over

the status of your
customer systems
Free tool for proactive
support Template for
Project Plan

Recommendations to
solve problems
SAP
Further enhancements EarlyWatch
planned
Report

Easy to use Easy to install

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 SAP Support Tools for SAP Business One

The Support Tools Add-On for SAP Business One offers you
support functions that help you avoid issues with the SAP
Business One application and take quick action if something does
happen.

• Use SAP EarlyWatch Alert to regularly transmit your system

information to the SAP Support System. This means you catch
possible system issues before they cause any problems.

• Use the SAP Support Desk to take quick action –search for
known solutions in the SAP support database, or create a problem
message and send it to the support organization.

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 Agenda

Part 1: Support Tools – Introduction

Part 2: Support Tools – Installation and requirements

Part 3: Overview: SAP Business One Support Desk

Part 4: Overview: SAP EarlyWatch Alert for SAP Business One

Part 5: Why EWA and Support Desk/customer report

6
 Support Tools – Installation and requirements

S-User /Password for the SAP Service Marketplace

Professional license from SAP
Microsoft® XML 3.0 Service Pack 4 is installed
Register the AddON
When upgrade from 2004 need to delete the support tolls DB

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 Settings

Support Desk:
Send service message addresses
Service message inbox address
Early Watch Alert
Customer E-Mail
Partners Name and Email
S user and password
Schedule

8
 Agenda

Part 1: Support Tools – Introduction

Part 2: Support Tools – Installation and requirements

Part 3: Overview: SAP Business One Support Desk

Part 4: Overview: SAP EarlyWatch Alert for SAP Business One

Part 5: Why EWA and Support Desk/customer report

9
 Overview: SAP Business One Support Desk

B1 Customer SAP Support

Automatic notification of
solution to normal e-mail
account
4 Cr
ea
te
k Me
Des ss
t ag
p or Check out solution in the B1 ei
up nS
nS Customer Portal MP
pe 5
:O
B1

Describe your problem with

some keywords in SAP
Internet No solution found, go to B1
Messages creation
Business One 3
1

So
m lu
ble Problem description and ti o
ns
Pro ea
context information will be send
ibe rc
scr to the SAP Support System hi
nS
e 2
1:D MP
B

10
 Agenda

Part 1: Support Tools – Introduction

Part 2: Support Tools – Installation and requirements

Part 3: Overview: SAP Business One Support Desk

Part 4: Overview: SAP EarlyWatch Alert for SAP Business One

Part 5: Why EWA and Support Desk/customer report

11
 Overview: SAP EarlyWatch Alert for SAP Business One

Partner

Customer Support

Send report to the

t
customer and partner
p or
4 Re

Analyze the data and

lert
hA generate the report
W atc 3
l y
Ear
:S
AP Internet te
m
B1 ys
tS
•

p or
S up
P
SA
Automatically once a month or on
customer request data is Transport the data to a SAP
collected from B1 and send to the Support System for analysis
SAP Support System for analysis. 2
1
e
l ac
tp
r ke
a
M
e
v ic
r
Se

12
 Agenda

Part 1: Support Tools – Introduction

Part 2: Support Tools – Installation and requirements

Part 3: Overview: SAP Business One Support Desk

Part 4: Overview: SAP EarlyWatch Alert for SAP Business One

Part 5: Why EWA and Support Desk/customer report

13
 Report Analysis

System Status

System Configuration

General Company Information

Hardware & Memory Utilization

Database Administration

SBO System Settings & Operation

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 All needed release information for message handling is automatically
available and it is sure, that is correct.

Customer are warned on potential problems before they happen

SAP System Data will be automatically updated (planned for

Q4/2005), what will strongly improve the data quality

Customer with a release which contains a bug, can informed pro-

actively

SAP will get more transparency, what modules are used by

customers

SAP will get more transparency, what releases are in the market

TechSummit\EWA\SAP EarlyWatch Alert Report.DOC

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 SAP PARTNER TECHSUMMIT ’05

<Company Logo>

Solution Name

Target market/industry/micro-vertical

Short functional description

Key benefits

Describe integration methodology

Average implementation time

Number of current customers

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