SAP Note

812732 - R/3 support service connection

Component: XX-SER-NET (Network connection), Version: 15, Released On: 10.07.2023

Symptom
You require an R/3 support connection to your systems for a support session.

Other Terms
Support, remote connection, service connection, STFK, remote services, EarlyWatch, remote
consulting, R/3 support, ABAP

Reason and Prerequisites

- You have already set up an SAProuter connection to SAP (sapservX).
- The relevant application (ABAP - R/3 support) is already available on your server or PC.

The setup of the application (ABAP - R/3 support) is not described in this SAP Note (see
also SAP Note 35010 "Service connections: Composite SAP Note/overview").

Solution
Note that this remote service also supports logons using logon groups / ASCS scenarios as
of February 15, 2020. To be able to use this, you must at least maintain the ASCS instance
(or the server with the message server) as a server in the system data. In addition, you
must set the "Message Server" option to "Yes" and specify the ASCS port (that is, the
message server port) there. Furthermore, only the logon group "SAPSUPPORT" is supported.
This logon group must exist in the target system! This allows you to specify the
application servers on which the SAP employee can log on.
The description of how to set up the R/3 support connection is split into two sections:

- Setup process on your SAProuter

- Setting up the service, maintaining the system data, and opening the service connection in
the SAP Support Portal (SAP for Me customer portal)

Note that SAP employees can log on only to servers that are maintained in the system data.
Setup process on your SAProuter:
- You must determine which route permission table "saprouttab" is used by the SAProuter that
you are using.
- In the relevant table, create an entry of the following type:
P <IP address SAP-SR> <IP address server> 32<instance>
or, in the case of SNC encryption:
KP "p:CN=sapserv<X>, OU=SAProuter, O=SAP, C=DE" <IP address server> 32<instance>
Examples:
#for sapserv1
P 1194.117.106.12910.10.10.10 3200
#for sapserv2
KP "p:CN=sapserv2, OU=SAProuter, O=SAP, C=DE" 10.10.10.10 3200
#for sapserv3
P 147.204.2.5 10.10.10.10 3200
 #for sapserv4
P 204.79.199.2 10.10.10.10 3200
#for sapserv5
P 194.39.138.2 10.10.10.10 3200
#for sapserv7
P 194.39.134.35 10.10.10.10 3200
#for sapserv9
KP "p:CN=sapserv9, OU=SAProuter, O=SAP, C=DE" 10.10.10.10 3200
- Update the changed route permission table "saprouttab" in the SAProuter with the command
"saprouter -n" or restart the SAProuter.
- Check whether the SAProuter can reach the target host (IP address or host name) on the
corresponding application port. If this is not the case, set up the network accordingly. For
more details, see: SAP-Note 48243.
- If your SAProuter is password protected in the table "saprouttab", define the SAProuter
password in the Customer Remote Logon Depot (formerly called security area) according to
SAP Note 1773689. Remark: The maximum password length is 8 characters!

Note that only the current SAProuter software supports all services, therefore, we recommend
to always use the current version.
Setting up the service, maintaining the system data, and opening the connection in SAP
Support Portal (SAP for Me customer portal):
- Log on to SAP for Me, URL: https://me.sap.com/systemsprovisioning/connectivity
- If necessary, switch to the tab "All" in the systems area.
- Click the relevant system ID to select the required system.
Creating the service is !!only required!! if it does not yet exist in the connection type
list:
- Maintain the required connection type by clicking the "+ symbol" (add connection type).
- Select the service R/3 SUPPORT.
- Enter at least one contact person.
- Save the selection.
- Navigate back to the service connections by clicking the "< symbol" (back).
System data maintenance !!is only required!! if neither database nor application server
are maintained:
- Navigate to the system data by choosing "Maintain System Data".
- Choose the menu option "Server and SAProuter".
- Choose DB/Application/Other servers.
- Select either database server or the "+ symbol" (application).
- If necessary, click Edit and enter at least the required data (required entry fields are
marked with a red asterisk).
- Note that the entries for the additional SAProuter !!are only required!! if you have
multiple SAProuters in sequence (cascaded - one after another) on your side.
- Save your changes.
- Navigate back to the service connections by clicking the "< symbol" (back).
Opening a connection:
- Choose the service R/3 SUPPORT in the list of connection types.
- Choose "Open connection".
- Enter at least one contact person.
- Set the date and time when the connection is closed automatically.
- Click on "Open Connection".

If you experience any problems with service connections, create an incident

(https://me.sap.com/servicessupport/productsupport) under the component XX-SER-NET .

Manual Activities
 Attributes
Key Value

Error Messages Service Connection

This document refers to

SAP Note/KBA Title

984434

948490 Customer Message Requirements for BEx Web Runtime Java

494980 Remote Support for an Enterprise Portal

35010 Service connections: Composite note (overview))

31515 Service connections

1841206

1504102

1485220

1415371 REACH: Setting up service connections for SAP Support

1178628 No service connection: internal error

1178624 No service connection: "Partner not reached" (sapserv#)

1178546 No service connection: route permission denied (...)

1172939

This document is referenced by

SAP Note/KBA Title

3118819 AIF - How to create a support case for SAP Application Interface Framework

3115375 ESI - How to create a support case for SAP SOAP Web Services for ABAP

3100969 How to create a support case for Task Gateway

3008407 How to create the perfect case for Industry Solution - Oil & Gas - Downstream (IS-OIL-DS and sub components)

3033103 Information required for initial analysis of Performance Issues in ABAP System

2134836 Checklist for Scheduling of Analysis for Office Workbooks

2948545 SAP RU-FI: How to get the solution for case related to ACR VAT Reporting Russia faster

2883436 SYNTAX_ERROR: Component called KORRNUM already exists

2829985 SAP Enable Now Remote Access for Support

2000003 FAQ: SAP HANA

2780130 Environment, Health & Safety (EHS) remote support connection checklist

2231445 How to create the perfect case for PPM component and subcomponents

2708064 Quick Tips for submitting an SAP Support Incident for BW-WHM* or BW-MT* component areas

2699939 SAP HANA Emergency Suitcase

2566779 Overall requirements to get customer support on Business Client component

2543637 Important information to include in SRM-EBP-SHP Incident

2633598 Required information for troubleshooting SLT issues

2529867 How to create perfect case for R/3 ATP issues

2151502 How to create the perfect case for SCM-ICH component and subcomponents

2475741 How to create the perfect case for SCM-APO-INT-SLS component and subcomponents
2901115 Required system connections in IPR/XSAC analysis

2087322 SYB: Where to find information about SAP applications on SAP ASE

1233927 Guidelines for customer messages for optimizers in TM

48243 Integrating the SAProuter software into a firewall environment

1637249 MDG: Information for efficient Support Incident Processing

1178628 No service connection: internal error

1178624 No service connection: "Partner not reached" (sapserv#)

1178546 No service connection: route permission denied (...)

31515 Service connections

35010 Service connections: Composite note (overview))

1415371 REACH: Setting up service connections for SAP Support

948490 Customer Message Requirements for BEx Web Runtime Java

494980 Remote Support for an Enterprise Portal