SAP Note 16018 - More information required on reported message

Symptom:

SAP Active Global Support requires detailed information.

Solution

This note provides you with a checklist that you can use to describe exception conditions in your system in an effective way.

To be able to process your request competently and quickly and, if necessary, forward it to another specialist, we require all relevant detailed information on the situation you are describing.

If you do not have access to SAPNet R/3 Frontend, send us the required data by fax.
For fax numbers, refer to Note 560499 (international) or 16481 (Germany)

Give us a complete and detailed description of your actions in the system so that we can retrace all the steps you have taken without having to ask further questions. To avoid confusion concerning technical terms that are used inconsistently in the SAP environment, try to concentrate on unique (technical) terms in your description.

A complete description of the situation should always contain the following information:

• Your present location

• Specify the system ID (for example 'P30'), the client and the complete menu path.

• The actions you have performed

• Specify the complete sequence of your actions.

• State the values of all input fields.

• The response of the system

• Specify the error number or the values of result fields.

• What you expected to happen

• List what you expected the system to do in this situation.

• Whether you can reproduce the problem

• If so, include a complete example in your message.

• Whether the problem has been occurring since you performed a specific action

• If so, state in your message what this action was (for example: an upgrade, a patch import, changing the hardware configuration, copying a client, legacy data transfer).

• Whether the problem affects all users

• The numbers of the notes you have already referred to regarding the issue

• Whether you require us to solve the problem urgently

• Set the priority of your message correspondingly. When you do this, refer to the priority definitions (see F1 help for the field 'Priority' or Note 67739).

• The area involved

• For SAPNet R/3 Frontend messages, specify the component as precisely as possible. F4 help provides you with a list of components (for example: "BC-DB-ORA").

• The name, department, telephone and fax numbers of a contact person who is responsible for the contents of the message

• The name, department, telephone and fax numbers of a contact person who is responsible for opening the remote connection

• The name, company, telephone and fax numbers of any consultants you have contacted

• System Information

• System status (whether it is a production, development, test or demo system)

• SAP Release and maintenance level
  -You can find this in the menu under "System -> Status" (for example:
  Release 3.1I including Hot Package 6). If you use an IBU or add-on product, state its name and maintenance level.

• Whether there is a remote connection to the affected R/3 System
  -If none exists, you can find information on how to set up a remote connection in Note 35010.

Required information for application problems:

• Menu path

• Error number (5 digits)

• You can view this by double-clicking on the status line

• Program information (you can view this by going to "System -> Status")

• System ID

• Client

• Transaction (4 characters)

• Program (screen)
  -Was the program modified or were user exits used?
  -Was the program executed online or in the background processing system?

• Screen number

• Whether the program terminated

• If this is the case, do the following:
  -Supply the first 12 pages of the short dump (for example, by fax). You can find an overview of all terminations in Transaction ST22. -Supply the entries in the syslog that relate to the time the program terminated. Use Transaction SM21 to display the syslog.

• Details of any update terminations

• You can find an overview of all terminations in Transaction SM13.

• Details of any lock entries that are not released

• You can find an overview of all locks in Transaction SM12.

• Whether you tried to repeat the transaction
  

Required information for problems involving batch input sessions:

• How you created the session

• Choose one of the following possibilities:
  -With the help of a separate report
  -Using a standard report (specify the report name)
  -Using a different system
  

Required information for basis component problems:

• Job log (use Transaction SM37)

• Trace files

• In the work directory, use Transaction ST11 to search for unique error messages. The trace files dev_disp and dev_w* are particularly important (see Note 112 for more information). If the problem requires you to restart the system or individual application servers, first save the trace files and core files that the system may have created in the work directory.

• If you are experiencing database problems, provide details of entries in the database log file/alert file

• If you are experiencing transport problems, provide details of error messages in the transport log /usr/sap/trans/log

• If you are experiencing upgrade problems, provide details of error messages in the upgrade log /usr/sap/put/log

This is a standard text. We regret that it cannot completely cover the reported problem.