Remote Support & Connections

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

To open a service connection:

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 login, ensure that the Customer Remote Logon Depot is updated with this information.

The Customer Remote Logon Depot (formerly known as 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 cases.

Customer Remote Logon Depot Help 

Your S-User ID must have either the Edit my Login Data or Edit all Login Data authorization.

• Edit my Login Data - You can store login data and display or change login data stored previously under your S-user ID. You are unable to see passwords entered by other users; however, you can override SAProuter passwords, or create new Logon Data sets.
• Edit all Login Data - You have full access to create, change and display all stored login data for all S-users.

The processor at SAP who is investigating the case can access and update the login data. If the case is in process at SAP, customer employees with either the Edit my Login Data or Edit all Login Data authorizations can access the login data.

To access the Customer Remote Logon Depot and maintain the data use one of the following ways:

• In the case, click the Change Access Data button;
• In the SAP for Me System Data application(opens in new tab), select a system and click Maintain Access Data;
• In the SAP Solution Manager, choose Incident Handling, then Customer Remote Logon Depot.

In the Customer Remote Logon Depot you can choose from the following main activities:

• Create or modify credentials
• Show Log - View all data changes and access to the Customer Remote Logon Depot which are tracked in the history log. 
• Switch System - Opens a search dialog, to switch the system.
• Maintain User Restricted View - Limit the user information seen by SAP employees for a certain case. Customers can create a system user that is only valid for a specific case.

Note: Save entries on each tab separately.

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

Important: SAP recommends that you do not store logon credentials for longer than necessary. Please choose an appropriate expiration date at all times. Expired logon data is deleted.