Remote Support

Would you like to have your incidents resolved quicker? Set up remote access so that support can quickly diagnose and solve incidents you report, without needing to be at your desk or on the phone.

Remote Connections

Allow SAP support engineers remote access to your systems, so they can troubleshoot your issues faster.

Your S-User ID requires the Open Remote Connections to manage these remote connections. Check your S-User ID's existing authorizations, and contact your user administrator if you do not have this authorization.

There are three steps involved in opening a service connection via the Support Portal:

  1. Select the system to configure.
  2. Set up the required service connection types (done once for each system).
  3. Open the required service connection type and specify the time frame for allowing SAP access to the system.

    In some circumstances a fourth step is required when the remote network connection is not permanent (see SAP Note 35010).

  4. Start the Service Connector (by opening the executable stfk.oez file) to open the existing network connection (if it is not already open).
  5. If the system SAP is connecting to, requires a log in, please ensure that the secure area is updated with this logon information.

Connection Types

Service Connection Type
Description SAP Note

 

SAP GUI based connection

R/3 Support Enables remote access to an SAP system via SAP GUI 812732
R/3 Support with SSO
Enables remote access to an SAP system via SAPGUI with SSO
2562127
SAPGui+Browser Connect Enables remote access to an SAP system via SAP GUI and browser 1721448
SAP NI Connection Enables remote access to an SAP system via any client using SAP NI as protocol 1718597

 

Connection to SAP Solution Manager

SAP Solution Manager Provides access to the solution graphic in SAP Solution Manager 962516
Solution Manager Diagnostics Enables system related access to SAP Solution Manager Diagnostics 962516

 

Java / http-based connection types that enable / ease service connection to java based systems

NW Mobile Java Apps Enables a connection to a SAP Netweaver Data Orchestration Engine 1613402
HTTP Connect - URL access Provides access to http-based applications via Web browser 592085
HTTP Connect with SSO
Provides access to http-based applications via Web browser with SSO
2562154
HTTP-based Tools Enables http-based access through client tools using http protocol 1787981
SAP Business Client Enables a web-based connection via SAP Business Client

2368246

LoadRunner-Test Enables remote load testing 850213
JAVA DEBUG Enables remote debugging of java based applications 545519
SAP JVM Tools Enables debugging of JVM Tools 2038631

 

Connection types providing application sharing methods or access on OS-level (operating system)

GoToAssist Enables desktop sharing and remote support via Citrix 2016077
Netviewer Enables collaboration and application sharing access 1036616
Windows Terminal Server Enables application sharing access via Windows Terminal Server 605795
WTS Connect with NLA Enables application sharing access via Windows Terminal Server with NLA Support 1912318
Citrix Metaframe Enables application sharing access via Citrix Metaframe 701588
AS/400-5250 Connection Enables OS access for AS/400 based servers 79411
Secure AS/400 Connection servers Enables OS Access for secure AS/400 based  2016103
Telnet Connection Enables OS access via Telnet 37001
SSH Connection Enables SSH connection to customer systems 1275351
VNC Connection Enables VNC connection to customer systems 1327257

 

Further connection types

JDBC/ODBC Connection Enables remote access to a Database using JDBC, ODBC and native connections 1718601
SAP HANA database Enables a remote connection to a SAP HANA database 1592925
SAP HANA MDC Enables a remote connection to a Multi Database Container HANA database. (Multi-tenant) 2280051
Upgrade Assistant Enables the remote usage of Upgrade Assistant 125971
SAPInst-GUI Enables the remote usage of SAPInst-GUI 707848
SAP-DB Connection Enables a remote connection to an SAP-DB 202344
TREX/BIA Enables access to TREX or BI accelerator system 1058533
Integration Repository Enables a connection to the Integration Repository 800267
Integration Directory Enables a connection to Integration Directory 800267
Windows Remote Debug Enables remote debugging for Windows-based applications 1884079

Secure Area

The secure area is the area in the SAP Support Portal where customer logon data (user name, password, server name etc.) for remote access is stored. Remote access is sometimes required by SAP Support employees when investigating customer incidents.

Prerequisites

Your S-User ID must have either the Edit My Logon Data or Edit All Logon Data authorization.

  • Edit My Logon Data - You can store logon data and display or change logon data stored previously under your S-User. You are unable to see passwords entered by other users; however, you can override or change other user's passwords.
  • Edit All Logon Data - You have full access to create, change and display all stored logon data for all S-Users.

The processor at SAP who is investigating the incident can access and update the logon data. If the customer incident is in process at SAP, customer employees with either the Edit My Logon Data or Edit all Logon Data authorizations can access the logon data.

How to Access

To access the Secure Area and maintain the data, in the customer incident, click the Change Access Data button.

The four action buttons provided are:

  • Modify - Enter or change access data. 
  • History Log - View all data changes and access to the secure area which are tracked in the history log. 
  • Close Window - Close the Secure Area window.
  • Maintain User Restricted View - Limit the user information seen by SAP employees for a certain incident. Customers can create a system user that is only valid for a specific customer incident.

To maintain access data click Modify and enter all required access data for remote logon to an SAP system by using the tabs.

Note: Save entries on each tab separately.

Click Display Logon Data after having entered logon data. All entered logon data is shown at a glance in display mode. Only users that have maintained this data and users with the Edit all Logon Data authorization can see the stored passwords. For users with the Edit my Logon Data authorization, the stored passwords of other colleagues are not visible.

Important: SAP recommends customers to not store logon credentials for longer than necessary. Please choose an appropriate expiration date at all times.