FAQs on Maintenance Optimizer

1. What is the Maintenance Optimizer?
   Maintenance Optimizer is a new function of SAP Solution Manager. It offers significant enhancements for maintenance processes and activities, such as:
• End-to-end and fully pre-configured maintenance management process
• Planning and deployment dashboard for all maintenance-related activities

 

2. What are the benefits of Maintenance Optimizer?
   Maintenance Optimizer simplifies the management of patches for the customer's SAP support staff and helps to reduce maintenance costs. In addition, it provides transparency and enables you to govern your maintenance processes end-to-end. This step re-affirms SAP's overall service and support strategy with SAP Solution Manager as the key customer-facing support tool aiming to provide maximum benefit to SAP customers every day."

 

3. Is Maintenance Optimizer part of SAP Solution Manager?
   Yes, Maintenance Optimizer is part of SAP Solution Manager. It is included in the standard delivery of Support Package Stack 9 for SAP Solution Manager 7.0. A reduced version will also be available in Support Package Stack 15 for SAP Solution Manager 3.2.

 

4. Which Release of SAP Solution Manager is recommended for Maintenance Optimizer?
   SAP strongly recommends the use of SAP Solution Manager 7.0. Most benefits like planning, transparency and reporting are available only with SAP Solution Manager 7.0. In addition, further enhancements like the automated deployment of patches will only be available in SAP Solution Manager 7.0. Maintenance Optimizer in SAP Solution Manager 3.2 only allows the approval process. It does not support the planning and download process.

 

5. For which applications is Maintenance Optimizer required?
   Maintenance Optimizer is required to download Support Packages, released after April 2^nd, 2007 for all SAP applications based on SAP NetWeaver 2004s. This includes e.g. mySAP ERP 2005 and mySAP CRM 2005. In addition, it is also required for SAP NetWeaver 2004s standalone. However, you can download kernel updates without Maintenance Optimizer.

 

6. Can I also use Maintenance Optimizer for other SAP applications?
   Yes, the benefits of Maintenance Optimizer can be used for all SAP applications. This includes e.g. mySAP ERP 2004 and SAP R/3 Enterprise

 

7. Is the download of Support Packages and Stacks for Industry Solutions affected by Maintenance Optimizer?
   Yes, if they are based on NetWeaver2004s of mySAP Business Suite 2005.

 

8. How can I download SPAM/SAINT and JSPM updates in the future?
   Those updates will be available without Maintenance Optimizer. SAP is working on giving customers the option to include those into Maintenance Optimizer as well.

 

9. Does Maintenance Optimizer support Java support packages?
   Yes, Maintenance Optimizer manages all support packages for all instances of an SAP application, covering ABAP and Java.

 

10. Will the delivery of Support Packages and Stacks change for lower releases (e.g. mySAP ERP 2004 or SAP R/3 Enterprise)?
    The procedure for lower releases is not changed. However, the Maintenance Optimizer can be used for those products as well.

 

11. What exactly changed in Software Distribution Center (SWDC) on April 2, 2007?
    Only the direct download from the SAP Service Marketplace is disabled. That means you can continue to view the Software Distribution Center and add packages to the basket. Only the download itself requires the confirmation via SAP Solution Manager.

 

12. How can I find out, whether my SAP Application will require Maintenance Optimizer starting April 2^nd?
    
          SAP Applications that require Maintenance Optimizer:
• mySAP CRM 2005
• mySAP ERP 2005
• mySAP SCM 2005
• mySAP SRM 2005
• SAP Netweaver 2004s
• SAP Solution Manager 7.0

      SAP Applications that do not require Maintenance Optimizer:

• SAP APO 3.1
• SAP BW 3.0B
• SAP BW 3.1 Content
• SAP CRM 3.0
• SAP CRM 3.1
• SAP CRM 4.0
• SAP ERP 2004
• SAP NetWeaver'04
• SAP R/3 4.6C
• SAP R/3 4.6C (HR)
• SAP R/3 4.7x110
• SAP R/3 4.7x110 (HR)
• SAP R/3 4.7x200
• SAP R/3 4.7x200 (HR)
• SAP SCM 4.0
• SAP SCM 4.1
• SAP Solution Manager 3.2
• SAP SRM 2.0
• SAP SRM 3.0
• SAP SRM 4.0

Hint: to verify if a dedicated SAP application will require the Maintenance Optimizer for delivery of updates, please go to the SAP Software Distribution Center (SWDC) 'Download' 'Support Packages and Patches'. On the level of Software Components it is indicated, if Maintenance Optimizer will be required. The same information is available for Support Package Stacks.

 

13. Which will be the first Support Package Stacks that require the Maintenance Optimizer?
    According to the current SAP Support Package Stack Schedule the first Support Package Stacks for SAP Solutions (based on Business Suite 2005) that will require Maintenance Optimizer are: mySAP CRM 2005 ' SP Stack 9, planned availability calendar week 23 mySAP ERP 2005 ' SP Stack 9, planned availability calendar week 20 mySAP SCM 2005 ' SP Stack 9, planned availability calendar week 23 mySAP SRM 2005 ' SP Stack 9, planned availability calendar week 24 SAP NetWeaver 2004s ' SP Stack 12, planned availability calendar week 19 SAP Solution Manager 7.0 ' SP Stack 12, planned availability calendar week 24.
    Disclaimer: Be aware, that the information contained in this schedule is subject to change. SAP does not guarantee the availability of an SP Stack on the specified date.

 

14. What about Support Package and Stacks released before April 2^nd, 2007?
    Support Package and Stacks released before April 2^nd, 2007 will not require Maintenance Optimizer. Maintenance Optimizer is required for packages release after April 2^nd , 2007.

 

15. How do I configure Maintenance Optimizer?
    Please refer to the Implementation Guide (IMG, can be called via transaction SPRO) ⇒ SAP Solution Manager ⇒ Advanced configuration ⇒ Basic settings ⇒ SAP Solution Manager system ⇒ Change Management ⇒ Set-Up Maintenance Optimizer

 

16. Do I need to configure the complete Change Request Management for Maintenance Optimizer?
    No, Change Request Management is not required for Maintenance Optimizer.

 

17. How do I start Maintenance Optimizer?
    Start SAP Solution Manage using transaction "solution_manager". Maintenance Optimizer is available via "Change Management" ⇒ "Support Package Stacks"

 

18. How does Maintenance Optimizer approval step work in detail?
    To work with Maintenance Optimizer, it needs to be connected via secure RFC connection to SAP.
    The Download Basket offers the additional category "Approval List". All packages that require approval are initially added to this new section of the Download Basket. Items on the "Approval List" can not be downloaded directly, but have to be approved. The approval step (integrated in Maintenance Optimizer) moves the packages to the actual Download Basket, from where they can be downloaded via Download Manager or directly to the local PC or network.

 

19. Does the technical download of Support Packages and Stacks change?
    No, selected packages are still put into the user's Download Basket in SAP Service Marketplace first. All packages for applications based on SAP NetWeaver 2004s require an approval step by SAP Solution Manager. This approval step is integrated in Maintenance Optimizer.

 

20. Once a Support Package is downloaded for a certain system, can it be imported in other systems as well or do I need to perform the download several times?
    Once a package is downloaded it can be imported in other systems as well. (E.g. Support Packages for SAP_BASIS and SAP_ABA need to be downloaded once and can be imported into several systems (DEV, QAS, PRD) or products (SAP ERP, SAP CRM, SAP NetWeaver))

 

21. Do I still need the SAP Download Manager to download Support Packages and Stacks?
    Yes, these are still downloaded by SAP Download Manager. SAP will adapt the Download Basket, so that third party "download managers" can be used in the future as well.

 

22. Are Support Packages imported by Maintenance Optimizer?
    No, the import of Support Packages and Stacks is not effected by Maintenance Optimizer. They are still imported by the existing SAP tools like SPAM, SAINT,…

 

23. What happens if my SAP Solution Manager system is temporarily unavailable?
    SAP will provide a fallback scenario. If urgently required, customers can create a message at component SV-SMG-MAI-APR and SAP will release the required download basket in SAP Service Marketplace.

 

24. Can I use Maintenance Optimizer if the SAP Solution Manager is not connected permanently to SAP?
    Yes, SAP Solution Manager does not need to be connected to SAP permanently. The connection to SAP is only required during the delta calculation phase and for confirmation of the downloads. All other steps of the Maintenance Optimizer can be done even if SAP Solution Manager is disconnected from the SAP.

 

25. How can customers with strong security policies use Maintenance Optimizer?
    To work with Maintenance Optimizer, it needs to be connected via secure RFC connection to SAP. Without this, it is impossible to use Maintenance Optimizer as collaboration platform. However, there are customers with high security requirements. Their procedure can be as follows:
    1. Customer logs on to SAP Service Marketplace from a PC. This may be done in an environment even without connection to SAP Solution Manager.
    2. Customer adds all required files to the download basket.
    3. Customer then changes to a PC with connection to SAP Solution Manager and confirms the download of the data. For more information about secure RFC connection please refer to IMG in SAP Solution Manager.
    4. The files are available for download and can be downloaded from the PC with a connection to the SAP Service Marketplace.

 

26. How can Value Added Resellers provide access to Maintenance Optimizer to their customers?
    Find details in SAP Note 1021275.

 

27. Where do I find additional technical information on Maintenance Optimizer?
    Please refer to SAP Note 1024932.

 

Troubleshooting - Distribution of Maintenance Certificates

1) Some of my systems are not automatically supplied with maintenance certificates. What is the reason for this?

Answer:
Check and ensure the following points apply in the SAP Solution Manager system:

• The system data is current. The system number (18 digits) is set for the system in the system landscape (TA SMSY, select the system, choose the "System Data in SAP Support Portal" tab).

• The job REFRESH_ADMIN_DATA_FROM_SUPPORT in the Solution Manager runs daily. The log does not deliver any errors with regard to license data requests.

• You can use the report RAGS_MK_DISPLAY_FILE to check if the Solution Manager contains a license file for the system. The field SWPRODUCTNAME=Maintenance_### declares a maintenance certificate in this file.

• The application log (TA SLG1) does not deliver any error for the object = SOLAR, subobject = AGS_MAINT_KEY.

• For ST 400 Support Package 16 - 17: Automatic distribution is activated.
  Check the status and activate it by choosing the following path in the Implementation Guide (IMG): SAP Reference IMG -> SAP Solution Manager -> Configuration -> Scenario-Specific Settings -> Change Management -> Node text not found  -> Activate Automatic License Data Distribution.

Check and ensure the following points apply in the managed system (satellite system) that should contain the maintenance certificate:

• At least the following software component ST-PI is installed in the system.
  SAP Basis 700: ST-PI 2005_1_700 Support Package 06
  SAP Basis 710: ST-PI 2005_1_710 Support Package 04

• IMPORTANT:

• Transaction SDCCN is activated.

• The "Maintenance Package" task in transaction SDCCN is scheduled daily and the log does not deliver any error concerning the retrieval or installation of the license file in SLICENSE. Check if the settings in transaction SDCCN of the managed system are correct. Choose "Goto -> Settings -> Task-specific". On the screen displayed, choose "Maintenance -> Settings" and the "License Data" tab. The "Repeat every" value determines whether the license management in the "Maintenance Package" task or in the "Get License Data" task (as of ST-PI 2008) is actually carried out. Set the value to "1" -> "day(s)" (once a day). If the "Get License Data" tab page is no longer available, the system carries out the license management in the "Maintenance Package" task" each time the task is run.

• You MUST make sure that the task "Refresh Sessions" is descheduled. This can prevent the retrieval process in the "Maintenance Package" task. The logic of the refresh session is executed implicitly in the maintenance package.

                    Note the following: When you have descheduled the "Refresh Sessions" task, it takes 24 hours until the maintenance certificates can be transferred successfully using the "Maintenance Package" task.

• The RFC connection SM_<SID>CLNT<CLIENT>_BACK is available and is working (you can test this in transaction SM59). It has also been specified in transaction SDCCN (choose Goto -> Settings -> Task-specific -> RFC destinations -> Settings).

2) The maintenance certificate for a system is displayed in the SAP Support Portal.
In the system, transaction SPAM or SAINT issues the following warning message: "No valid maintenance certificate found for system XXX."
In the system in transaction SLICENSE -> "New Licenses", the maintenance certificate (Maintenance_<DB>) is not displayed:

Answer:
Automatic distribution of the maintenance certificate can take several days as the retrieval and installation is executed in each case by daily jobs or daily tasks.

The maintenance certificate is requested by the SAP Solution Manager using the job REFRESH_ADMIN_DATA_FROM_SUPPORT. It is visible in the SAP Support Portal once it has been successfully generated.

During the next execution of the job REFRESH_ADMIN_DATA_FROM_SUPPORT the maintenance certificate generated is retrieved from the SAP Support Portal and is saved locally in SAP Solution Manager.

In the managed system, during the next execution of the "Maintenance Package" task the maintenance certificate available in SAP Solution Manager is retrieved and installed in the managed system.

In the system in transaction SLICENSE -> "New Licenses", the maintenance certificate (Maintenance_<DB>) is now displayed:
Transaction SPAM or SAINT no longer issue any warning message.

It may not be possible to install maintenance certificates automatically in transaction SLICENSE because the buffer is allocated to small. To solve he problem, you can set the following profile parameter to a higher value:

slic/buffer_entries_dig_sig

The benchmark is 15. You must then restart the system.

 

3) Why is the product license for the relevant system not delivered for some license files?

Answer:
The system delivers "new" digitally-signed product licenses only with the maintenance certificates in the file. An old license is probably still valid in the system data. This is correct and can be retained.



4) What do I have to consider with regard to the license and maintenance certificate after a system copy?

Answer:
SAP must create the new system under an installation and license it. When the new license is implemented, the system automatically assigns and sets a new system number (18 digits). You must also change this in the Solution Manager in the system landscape (transaction SMSY) for the relevant system. The automatic distribution process now also requests maintenance certificates for this system in future.

If there are problems, compare the system number of the system from SLICENSE with the number from SMSY and the number for the system data for SAP. If the system numbers are different, generally the system number for the system data is correct. In this case, delete the incorrect system number from SLICENSE in the system and install the correct one. Download www.service.sap.com/licensekey.


5) There are several identical system IDs under an installation in different system roles. The systems automatically receive no maintenance certificate. What is the reason for this?

Answer:
Check if the system number is set for the systems in the system landscape (TA SMSY, select the system, choose the "System Data in SAP Support Portal" tab). The system number cannot automatically be assigned in this case, as unique referencing is not possible. Maintenance certificates cannot be requested without a system number.

6) The maintenance certificate was uploaded manually in a system. However, transaction SPAM or SAINT still issue the following warning: "No valid maintenance certificate found for system XXX." In the system, the maintenance certificate (Maintenance_<DB>) is displayed in transaction SLICENSE -> "New Licenses".

Answer:
Check whether the hardware key of the maintenance certificate matches the
hardware key of the system.

7. In the work center license management (Support Package 18 to 19), partially incorrect license data is displayed in the detail view. What is the reason for this?

Answer:
The error can occur if one system ID is used several times for different systems. Implement Note 1307034 to correct the problem.

8. Due to previous errors during the license generation, there is old license data in the SAP Solution Manager system. The errors are visible in the report RAGS_MK_DISPLAY_FILE. How can I update the data in the SAP Solution Manager system?

Answer:
The SAP Solution Manager system does not execute a query in the SAP Support Portal each time the job REFRESH_ADMIN_DATA_FROM_SUPPORT is run; instead, it keeps note of the time when the job was last run. However, this is not ideal in the case of this error. Delete the contents of the tables AGS_MAINT_KEYS and AGS_MK_LIC_EXP. The tables are filled again the next time you execute REFRESH_ADMIN_DATA_FROM_SUPPORT.

Proceed as follows:

• Call transaction SE14.

• Enter the table name in the "Object name" field.

• Choose "Edit".

• Select the radio button "Delete data" to the right of the pushbutton "Activate and adjust database".

• Choose "Activate and adjust database".

Execute the job REFRESH_ADMIN_DATA_FROM_SUPPORT again. The license data in the SAP Solution Manager system should then correspond to the data in the SAP Support Portal.


9. I have log entries for license management in transaction SDCCN in my managed system. What do they mean?

The log entry is as follows:

1.) Fetching license data completed from destination <RFC connection> [maintenance package]
> function module SLIC_LIKEY_INSTALL_LICENSE not existing, skip task
Fetching license data started from destination <RFC connection> [maintenance package]

The entry is for information purposes and does not require any further steps. License management is supported only as of Basis Release 7.00. The function module SLIC_LIKEY_INSTALL_LICENSE is only available there. The license management part in the maintenance package task notices this, and terminates further processing.

2.) No active master Solution Manager destination maintained (Maintain SDCC)
Getting license data not possible (Maintain SDCC)

SDCCN requires a unique master SAP Solution Manager to be retrieved from the data. In transaction SDCCN, specify the master Solution Manager. Choose Goto -> Settings -> Task-specific -> RFC destinations -> Settings. Maintain the master SAP Solution Manager from which the license data is retrieved by setting the master indicator when in change mode. Note the following: There should be only one master SAP Solution Manager.

10. New license data and maintenance certificate data is replaced by older data in managed system.

At one time, there was an error in the SAP license generation.  As a result, parts of expired maintenance certificates were displayed in the license file.  The enhanced source code in Note 1312413 (that is implemented in the managed system) checks every license part in detail for system ID (SID), installation number, system number, and validity date to ensure that invalid license parts are not implemented.

11. Other known causes of errors
This is a compilation of known Customizing errors.
Eliminate the following errors:

Support Portal:
You have requested license data for an incorrect hardware key.

SAP Solution Manager system:
The system data is not maintained correctly in landscape maintenance (transaction SMSY), for example, there is an incorrect installation number or system number in the managed system. This occurs as a result of system copies.

Managed system:
The data in the managed system is incorrect or incompletely maintained, for example, there is no system number or installation number, or these numbers do not correspond to the data in the Support Portal or in system landscape maintenance in the SAP Solution Manager.

The hardware key in transaction SLICENSE does not correspond to the hardware key requested in the Support Portal.

12. In the system overview, the traffic lights do not reflect the license status of the managed system.

The validity status for the licenses/maintenance certificates in the managed system is read using the background job LANDSCAPE FETCH (program RSGET_SMSY). If this data is missing, check whether the job is scheduled daily and whether the user has all authorizations in the RFC connection SM_<SID>CLNT<Client>_READ that he/she is using.
Among other things, check whether the user has the authorization to call the function group "SUNI".

12. In the SAP Solution Manager system, the short dump CALL_FUNCTION_NOT_FOUND occurs because the function module AGS_MK_SET_INSTALL_STATUS is called; this function module does not exist.

In the next SAP Solution Manager release, this function module is used to write the installation status back. You imported an ST-PI 2008_1_xxx Support Package 01 into the calling system. Since the short dump of the RFC call is caught, no termination occurs in the managed system.

 

FAQs on Maintenance Certificate

 

1. What is a Maintenance Certificate?

The Maintenance Certificate enables SAP's software logistics tools (like SPAM, SAINT, JSPM,…) to identify your system and the exact scope of your corresponding SAP maintenance agreement. It ensures that only customers with a valid maintenance contract can apply Support Packages. SAP's software logistics tools will only apply maintenance items if a valid Maintenance Certificate is available.

 

2. When will a Maintenance Certificate be required by SAP's software logistics tools?

Maintenance Certificate will be required for all customers using SAP products (currently not inlcuding Business Objects and Sybase products).
Details:
As of SPAM/SAINT- version 0034 the Maintenance Certificate will be required to import support packages.
Java support packages (imported using JSPM) will require a Maintenance Certificate in the near future. Currently a warning is displayed.

 

3. Which SAP products require a Maintenance Certificate?

All SAP products based on SAP NetWeaver 7.0 and beyond require a Maintenance Certificate.

 

4. How long is the validity of a Maintenance Certificate?

A Maintenance Certificate has a validity of 3 months, then it has to be renewed.

 

5. Which options for the deployment of Maintenance Certificates are available?

In order to minimize the effort for customers an automated deployment for Maintenance Certificate via SAP Solution Manager 7.0 is offered. In addition a manual deployment option is available via SAP Support Portal.

 

6. Which version of SAP Solution Manager will be required to benefit from automatic deployment of Maintenance Certificates?

At least SAP Solution Manager 7.0 SP 16 is required to benefit from automatic deployment.

 

7. Is a network connection (RFC) from SAP Solution Manager to SAP's Service Backbone required to use automatic deployment of Maintenance Certificates?

Yes, to use the automatic deployment of Maintenance Certificates with SAP Solution Manager, a connection to SAP as well as a connection to the satellite systems is required.

 

8. Is it required to use SAP Solution Manager for the deployment of Maintenance Certificates?

No, the automated deployment option is recommended but not required. It is possible to use automatic deployment for some systems and manual deployment for other systems.

 

9. Does the automatic deployment through SAP Solution Manager 7.0 ensure that a new Maintenance Certificate is applied before the end of validity of the current certificate has been reached?

Yes, SAP Solution Manager will request a new Maintenance Certificate 30 days (can be customized) before the end of validity of an existing certificate.

 

10. Do I have to install a SAP Solution Manager just to use Maintenance Certificates?

No, this is not required. You can use the manual deployment option.

 

11. How can I request a Maintenance Certificate manually?

A self-service ia availbale in SAP Support Portal, which enables you to request Maintenance Certificates for all systems. The Maintenance Certificate has to be downloaded, distributed to the server and imported manually. See details here.

 

12. How can I check the Maintenance coverage of a System?

The Maintenance coverage is visible in the SAP Support Portal in the system data.

 

13. Is a maintenance certificate required during the installation?

During the installation, there is no step to import Support Packages, therefore the Maintenance Certificate is not checked. Afterwards, when applying Support Packages, a Maintenance Certificate is required.

 

14. Is a Maintenance Certificate required during an upgrade?

During the upgrade a Maintenance Certificate is not required. This allows for example an easy upgrade from 4.6c to current releases with the inclusion of Support Packages.

 

15. How can I check the successful deployment of a Maintenance Certificate?

In the relevant system, run transaction SLICENSE, and choose the button "New Licenses" (to switch to the display of "Digitally-Signed License Keys").
Then check, whether an additional license key is visible with:

• Software Product : "Maintenance_" in column "Sware Prod" (DE: "SW-Produkt")
• Valid from: "date when the Maintenance Certificate was requested"
• Valid until: date of request + approx. 3 months

 

16. Can Service Partners use their SAP Solution Manager for automated deployment of Maintenance Certificates?

Yes, SAP Solution Manager can be used to serve several customers. In addition please apply SAP Note 1229904 - Maintenance certificate distribution for service provider.

 

17. Do I have to download SPs separately for all my systems?

No, this is not required. As today you can download Support Packages once and deploy and use them in many systems.

 

18. Is the usage of SLM service within Maintenance Optimizer required?

No, the usage is optional.