Working with the Remote Console for the Remote Support Platform

Transcription

1 SAP Business One How-To Guide PUBLIC Working with the Remote Console for the Remote Support Platform Applicable Release: Remote Support Platform 2.3 Patch Level 05 for SAP Business One Remote Console for the Remote Support Platform All Countries English July 2011

2 Table of Contents Remote Console for the Remote Support Platform... 3 Interface Overview... 5 Working with the Remote Console... 9 Copyrights, Trademarks, and Disclaimers SAP AG

3 Remote Console for the Remote Support Platform The Remote Console is a centralized web based application which lets partners to manage multiple customer installations of the remote support platform for SAP Business One. With the Remote Console you are enabled to: Have an overview of all tasks (waiting for approval, approved, and declined) for any customer installation of the support platform Approve updated or newly created tasks for any customer installation of the support platform Configure the initial schedule for tasks (in the Waiting for approval queue) for any customer installation of the support platform Enable the upload of results of a task Prerequisites You have an S-user account with authorizations to: Administrate your customers Create support tickets in behalf of your customers Edit your customers support tickets Maintain the System Data for your own systems Maintain SAP Business One - Request License keys (Partner). You also need the above authorizations to access the Partner Support Dashboard. You have properly registered the support platform agent console at the SAP Backend. Recommendation Make sure to upload the result of the task System Data Service regularly. The first upload of the task result registers the support platform agent console at the SAP Backend. You have correctly installed the remote support platform for SAP Business One 2.3 PL05 or higher versions and selected the Allow Remote Management checkbox (as the screenshot below). Recommendation If you have configured tasks in the support platform agent console before you Allow Remote Management in the agent console, the task status are not synchronized between the agent console and the remote console. We recommend that you proceed as follows in the agent console and remote console so as to make sure the tasks status are synchronized. For rejected or disabled tasks, in the agent console, approve them and press F5 to refresh the data. Then in the remote console, approve or reject the tasks as required. Back to the agent console and press F5, then the tasks are synchronized with the status you set in the remote console. For active tasks, in the remote console, approve them. Back to the agent console, press F5, then the tasks remain active. For incoming tasks, in the remote console, approve or reject the tasks as required. Back to the agent console, press F5, then the tasks are synchronized with the status you set in the remote console. SAP AG

4 For more information, see SAP When users select the Allow Remote Management checkbox in the agent console, they can still approve or reject a task in the agent console. However, the task settings in the Remote Console have higher priority. Therefore every time a user choose to Retrieve tasks, the task settings will synchronize back to the settings as in the Remote Console if the customer has made changes locally. For example, a partner has approved a task for a certain customer. When the customer retrieves tasks, this task goes automatically into the Active queue. Then the customer chooses to reject this task. This operation comes to effect immediately and the task is moved into the Rejected queue. However, the next time when this customer retrieves tasks, the setting for this task will synchronize with the Remote Console. Therefore after the second retrieving process, this task is moved into the Active queue again. To ensure the proper language display of the remote console, proceed as follows: a. In the Microsoft Windows, choose Start Control Panel Internet Options. b. On the General tab, choose the Languages button to open the Language Preference window. c. Make sure English[en] is on the top of the languages list. If English[en] is not in the list, choose the Add button to add it. If English[en] is not on the top of the list, use the Move Up button to move it to the top position. d. Save your changes and restart your browser. SAP AG

5 ... Working with SAP Business One RSP Remote Console Interface Overview This section explains the user interface of the Remote Console. The screenshot below displays the three main area of the user interface. Box A Personal Inbox of the logged-in S-user. The following three queues are displayed: 1. Waiting for approval: Total number of tasks to be approved in behalf of x customers 2. Approved: Total number of tasks which has been approved already in behalf of y customers 3. Declined: Total number of tasks which were declined in behalf of z customers are displayed. Beside the name of each queue the number of tasks inside the queue is displayed. All 3 queues can selected via a single left-click. The table in Box B changes accordingly. Box B This area displays tasks of the queue you select in your Personal Inbox (Box A area). By default maximum 10 records (tasks) are displayed in this area. The table automatically updates after your logon. In this area, you can work with individual tasks, for example, you may approve or decline a task. To view detailed information of a task, click the Short Description of a task. A new window opens displaying the detailed information of the task. To display all tasks to be approved, choose the List All Tasks button. You can view all the tasks, including those created for previous SAP Business One. To export the content of the table to a Microsoft Excel file, choose the Export to Excel button. To define general configuration, which is suitable for most of your customers, choose the Default Configuration button. The displayed content of this table can be filtered by: A) Task ID and /or B) Priority The filter is being applied as soon you click on the (Filter) icon. The Task ID is always a 10-digit number. You need to enter leading zeros in order to get the filter working. SAP AG

6 Box C To filter by Priority, enter a two-digit number: 01: display only tasks with the priority of Very High 02: display only tasks with the priority of High 03: display only tasks with the priority of Medium 04: display only tasks with the priority of Low In the top right corner of the Box C area, choose the Display or Edit button to swith between the display mode and the edit mode. Use the display mode to view customers information and use the edit mode to process and configure tasks. Display mode When you select a task in Box B area, the Box C area displays the customers who have retrieved this task. Example You have selected the Waiting for approval queue and then select the task The Box C area displays the customers who have retrieved this task and the task status is waiting for approval. You can select one or more customers for which the task chosen in box B is valid. To display all relevant customers, choose the List all Systems button. To view task-relevant customers, your S-user account requires authorizations to: Administrate your customers Create support tickets in behalf of your customers Edit your customers support tickets Maintain System Data" for your own systems Maintain SAP Business One - Request License keys (Partner). To export all customers information to a Microsoft Excel file, choose the Export Systems button. SAP AG

7 Edit mode To start the approval procedure, proceed as follows: a. Switch to edit mode by choosing the Edit button. b. Select one or more customers. To select all the customers displayed in this page, choose Mark Current Page. c. Do one of the followings: To approve the task for the selected customers, choose Approve. To decline the task for the selected customers, choose Decline. Recommendation In the edit mode, the application creates timestamps to ensure that the latest changes done are kept even when there are replicating data from several SAP internal servers or databases. Therefore we recommend that you avoid multiple employees working in parallel with the Remote Console. To do so, you may assign only one employee to take charge of the Remote Console. d. To configure the default settings for this task, choose Default Configuration. Your settings here apply to all the customer systems of this task if you made no specific configuration. To make specific configuration for one or more customers, see the next step. SAP AG

8 e. To make specific configuration for one or more customers, select the customers and then choose the Configuration button. The Task Configuration window opens. Configure settings for the selected customers. Use the Enable Task Result Upload checkbox to control SAP channel settings on task level. By default, this checkbox is selected, which means the SAP channel is enabled for this task and users can choose to upload task results back to SAP if necessary. If you deselect the checkbox, user cannot upload this task s results back to SAP because the channel is disabled, regardless of the task results upload methods defined in the support platform Agent Console. SAP AG

9 Working with the Remote Console This section describes the typical procedure for working with the RSP Remote Console. Procedures Processing Task Approvals for Customer Installations 1. Open the SAP Business One Remote Console via Access the remote console always directly via this link above. This is a generic link that changes after you open it in a browser. Therefore if you add it to the browser s favorites, you are actually storing the runtime link instead of the generic link. If you still want to save it to your favorites, make sure you edit the saved link to the generic link listed above. 2. Select a task waiting for approval. 3. To learn about the task information, for example, task purpose, choose the Short Description. 4. To define a default configuration for the chosen task, click the Default Configuration button. 5. To switch to edit mode, choose the Edit button. 6. Select one or more customers and do one of the following: 7. To apply default settings for task result upload options and task scheduling options, choose the Default Configuration button. 8. To configure settings for task result upload options and task scheduling options, choose the Configuration button. 9. Specify the settings and do one of the following: 10. To save data and apply the settings, choose Confirm. 11. To cancel your changes and close the window, choose Cancel. 12. Approve or decline the task for customers selected. 13. Repeat step 5 to 7 until there is no entry in the Box C area, which means that you have processed all the customers who are waiting for approval for this task. 14. Repeat step 2 to 8 until there is no task listed in the Box B area, which means that you have processed all tasks which are waiting for approval. Viewing Processed Tasks To view all the tasks which have been approved and configured via the RSP Remote Console, in the Box A area, choose the Approved queue. The Box C area lists the customers for which the selected task was approved and configured. To view all the tasks which have been declined via the Remote Console, in the Box A area, choose the Declined queue. The Box C area lists the customers for which the selected task was declined. Processing Changes for Customer Installations (optional) 1. Open the SAP Business One Remote Console via 2. Click to open the Approved or Declined queue. 3. Select an approved/declined task. 4. To learn about the task information, for example, task purpose, choose the Short Description. SAP AG

10 5. To switch to edit mode, choose the Edit button. 6. To select one or more customers, click Reconfigure and confirm the following message with OK. 7. Follow the procedure in the above topic Processing Task Approvals for Customer Installations. Seeking Support For more information about Remote Console, see and SAP Further issues, you may create a support ticket using component SBO-RSP. SAP AG

11 Copyrights, Trademarks, and Disclaimers Copyright 2011 SAP AG. All rights reserved. The current version of the copyrights, trademarks, and disclaimers at is valid for this document. SAP AG