SAP OpenText Products
Software and Support Lifecycle
SAP SE
August 2021
CUSTOMER
Table of Contents
Initial Steps
▪
Request an SAP S-User ID
Software Lifecycle (Pre-implementation)
▪
Initial software download
▪
Access to permanent license keys and Knowledge Center
▪
Download of documentation material
▪
Download of Support Packages and Patches
SAP Support (Post-Implementation Support Process)
▪
Access to SAP Support
▪
SAP support for OpenText products
Appendix
▪ SAP OpenText support components
▪ Related documentation and references
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2
Initial Steps
How to Request an S-User
General information - not specific to a partner product
To access the support applications in the SAP ONE Support Launchpad, customers need a
User ID, commonly named "S-User“
For new customers, SAP creates the first User ID and assigns it the highest level of
authorization, which makes it a so-called "Super Administrator" or, in case of an SAP
SuccessFactors customer, a "Cloud Administrator".
After this initial stage, for security reasons SAP is not entitled to create or administer additional
S-users for customers.
Apart from very few exceptions, SAP customers maintain their user data and authorizations for
the support applications themselves:
A customer's User Administrator can request any number of S-User IDs and assign them the
required authorizations. To prevent unauthorized access, user administrators are also
responsible for deleting IDs of users that have left the company or do not need access to the
launchpad anymore
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How to request an S-User
General information - not specific to a partner product
Requesting an S-User ID:
Please contact
your Super- or Cloud Administrator to request a new user
or
your SAP Local Customer Interaction Center to find out the name of your Super or Cloud Administrator
For more information please visit
https://support.sap.com/en/my-support/users.html and
SAP Knowledge Based Article (KBA) 1327053 - How does a Super or User Administrator request new users or delete users
- SAP ONE Support Launchpad
You can check your authorizations under “my profile”. To extend your authorization please contact an SAP User
Administrator in your company.
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Software Lifecycle
Software lifecycle process before implementation of the product
Overview – SAP OpenText Software Lifecycle
SAP is the go-to channel for customers
For all OpenText products sold by SAP, SAP
provides and owns the channels for distributing &
accessing software including postimplementation support of these products.
This ensures that SAP customers experience
one go-to channel for all queries that come up
during pre- and post-implementation.
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Download of
Support
Packages and
Patches
Access and
download of
appropriate
documentation
5
Initial software
download after
purchase
1
4
2
3
Requesting
permanent
license keys
Requesting
access to
Knowledge
Center
7
SAP products by partners – implementation process
From purchase to implementation
SAP
Customer
Requesting an S-User ID,
if not already available
Customer’s Super Admin(s)
provide S-User IDs
Install Software Download
after purchase
or
Contact SAP Customer Interaction
Center
Software Download on SAP Support Portal
Check &
generate
license key
License key
requested via
SAP Incident
Request SW license key
Request access to partner
download center
Access and Download of
appropriate documentation
SAP Partner
Generate
Users
Open SAP Incident
for partner login
request or visit
https://login.opentext
.com/connect/
Release Notes on SAP
Support Portal
Link to
Installation, Administration Guides, Discussion
Forums, Knowledge Bases, Alerts, Webinars in
the OpenText Knowledge Center / MySupport
Patches and Support Packages. Login via
https://login.opentext.com/connect/ ->My
Support
Download of Support
Packages and Patches
Incident transferred
Support and Maintenance
requests (postimplementation)
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Open Incident with
SAP
OpenText
Support
Team
8
Initial Software Download
SAP products and Solution Extension products on SAP Support Portal – part 1
1
The SAP Software Download Center is the central
location to download the OpenText software that are
purchased through SAP.
https://support.sap.com/swdc
Customer can download the SAP as well as the
OpenText products that are associated with their S-User
ID. While every visitor can browse the list of software
products without any special permissions, downloading
files requires the Software Download authorization.
If you do not have the correct authorization “download
software” for this, please contact an user administrator in
your company.
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Initial Software Download
SAP products and Solution Extension products on SAP Support Portal – part 2
1
Installations & Upgrades
When installing a product for the first time,
download the installation. If you want to upgrade to
the next version of the product, download an
upgrade.
▪ “By Aphabetical Index (A-Z)”, gives a complete overview of your
company's licensed products (plus additional software that's
available to you with the compliments of SAP).
▪ “By Category”, display your company's licensed products by
software category, for instance Analytics or Mobile Solutions,
Connectors, Technology Components.
▪ “Address Directories & Reference Data”, find all your company's
licensed directories, which are data files that contain address
information you can use to cleanse and standardize your data
records.
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Initial Software Download
SAP OpenText products on SAP Support Portal – part 1
1
All OpenText Software Products that are
purchased through SAP can be downloaded via
the SAP Software Download Center:
✓
https://launchpad.support.sap.com/#/softwarecenter
✓
Installations and Upgrades
✓
Choose the “By Category” display
✓
Scroll down to “SAP Solution Extensions by
Partners”
✓
Find your appropriate OpenText product in the list.
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Initial Software Download
SAP OpenText products on SAP Support Portal – part 2
1
For further information please refer to
Help Software Download Center
Frequently asked questions as well as helpful
SAP Notes and Knowledge Base Articles are
available from
https://support.sap.com/swdc
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Requesting a permanent license key from SAP
2
For each SAP OpenText product the customer needs to request a
permanent license key via SAP which will be forwarded to
OpenText to provide license key/s.
When requesting a license key you will be prompted to select the
installation, then you will need to create a new system or select
an existing one. To request license keys your S-User-ID will need
the authorization “Request License Keys”.
You can check your authorizations under “my profile”. To extend
your authorization please contact an SAP User Administrator in
your company.
Information on how to request license keys for specific products
can be found on the SAP Support Portal at
https://support.sap.com/licensekey.
The License Key Help page answers the most frequently asked
questions on License Keys.
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Requesting a permanent license key for OpenText
products sold by SAP
2
Open an SAP Incident (refer to the section “SAP Support” of this document) in the appropriate component for your product
(refer to the list of “SAP OpenText support components” in the Appendix)
•
•
Select the appropriate component in XX-PART-OPT-<Product>, e.g. XX-PART-OPT-ECM
Choose the corresponding installation number of your SAP system*
As message text choose “Request for permanent license key” and make sure to include the product and version number.
See KBA KBA 2329554 “License Keys for SAP Solution Extensions by OpenText”
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Requesting an OpenText Knowledge Center Login
3
OT Knowledge Center / MySupport:
https://mysupport.opentext.com
For each SAP OpenText product the customer*
can request an OpenText MySupport Login via
SAP as follows:
•
Open an SAP incident (refer to “Access SAP
Customer Support” of this document) in the
appropriate component for your product (refer to the
list of SAP Support Components in the Appendix)
•
*It is also possible for a System Integrator/ Service
Partner to open a Support Ticket, which always needs
to be on behalf of the customer
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Download of documentation material
4
SAP OpenText products on the OpenText Knowledge Center and the SAP Support Portal
Documentation for SAP OpenText products that are
purchased through SAP are available on the OpenText
Knowledge Center / MySupport* and the SAP Service
Marketplace**:
The place to go to….
The OpenText Knowledge Center / MySupport* for
Administration, Configuration, Installation Guides:
https://mysupport.opentext.com
*Note: OpenText Knowledge Center Login required. Instruction on
how to request login, please see slide 14.
Navigate to documentation: →Product →Documentation
Additional information you can find ….
SAP Service Marketplace**:
https://service.sap.com/instguides
Navigate to documentation: →SAP Solution Extensions
Then browse to the appropriate product you own
→Release Notes on SAP Service Marketplace
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**Note: S-User Login required, please check with your Super Admin prior to accessing.
16
Download of Patches and Support Packages for OpenText products
4
All Patches and Support Packages for OpenText
products that are purchased through SAP can be
downloaded via the OpenText Knowledge Center /
MySupport*:
OT Knowledge Center / My Support URL:
https://mysupport.opentext.com
Navigate to Patches: → Product → Patches
Download and install appropriate Patches for your
installation.
*Note: OpenText Knowledge Center Login required. Instruction on
how to request login, please see slide 14.
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SAP Support
Post-Implementation Support Process
Getting the most from SAP Support – The SAP Customer Interaction Center
SAP is committed to providing the very best in customer support. A key part of the support infrastructure is
the SAP Customer Interaction Center (CIC).
The SAP CIC is available 24 hours a day, 7 days a week, 365 days a year, and they provide a central
point of contact for assistance with nontechnical queries such as:
▪
Existing customer incidents, e.g. status requests, speed up, escalation requests
▪
SAP ONE Support Launchpad and SAP Support Portal navigation and applications, e.g. User
Management, License Key Requests.
▪
S-user Administration, e.g. unlocking users, authorization help, and password reset
▪
Remote Service Requests
Please refer to the SAP CIC Guide on SAP Support Portal.
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SAP Support - Overview
Please refer to the Help section on SAP Support Portal to get
information for example on
✓
SAP Support Launchpad Overview and User Profile
✓
How to report an incident
✓
Installation Management
✓
License Key
https://support.sap.com/en/my-support/help-support-applications.html
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SAP Support
Report an incident – part 1
This support procedure applies for any SAP Customer who has a valid support contract with SAP
and uses OpenText products - resold by SAP.
Please note that SAP Support will not help with any implementation specific queries – this should
be handled by the Implementation Partner or System Integrator of the customer.
• Please refer to SAP Note 83020 “What is consulting - What is support?” for more information
• In cases where a System Integrator/Service Partner performs the implementation, the Customer needs to make sure
to create appropriate S-User accounts (via Customer Super Administrators)
• For more information please refer to Knowledge Base Article 1327053 “How does a Super or User Administrator
request new users or delete users - SAP ONE Support Launchpad”
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SAP Support
Report an incident – part 2
If you experience a problem or an error with SAP software or third-party software licensed through SAP (in this case “OpenText”), SAP
recommends that you first try the SAP Solution Search which spans multiple repositories, including SAP Notes, SAP Knowledge Base
Articles, SAP Community discussions and blogs, and more. If you require further assistance, please create an incident on the SAP ONE
Support Launchpad.
To create an incident on the SAP One Support Launchpad,
▪
you must have an S-User with appropriate authorizations
▪
and you need to click the “Contact SAP Support” button on the result page on the bottom right.
▪
The “Report an Incident” form will be launched and guide you through the process.
Create one customer incident per issue or problem.
Application information and other useful links are available on the right side of the screen to provide further documentation and assistance. If
you require further assistance, contact SAP at: https://support.sap.com/contactus
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SAP support for SAP OpenText products
Report an OpenText incident
For issues regarding the OpenText products sold by SAP, please create an incident.
Refer to the list of SAP OpenText support components in the Appendix to select the appropriate support
component for your SAP OpenText product
Please refer to SAP Note 1288287 “Support Process for OpenText products resold by SAP” and make sure
that you complete all fields when creating the incident.
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SAP Support
After you submit an incident to SAP – part 1
After submitting an incident you can contact SAP Customer Interaction Center to:
▪
▪
▪
▪
get additional information about the status of an incident
speed up the processing of an incident
change the priority of an incident
request escalation of an incident
SAP will ask you to describe the business impact. SAP Note 1281633 - Speed Up Processing of a Customer
Incident outlines additional information required for the evaluation of the issue reported in the incident from a
business perspective. Escalating existing messages (see SAP Note 90835)
Information about the non-technical or business impact is required for all requests:
•
•
•
•
Is the production system down?
Are users affected? If yes, please explain.
What is the planned date for production to go live?
Which stage of the project are you working on?
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SAP Support
After you submit an incident to SAP – part 2
When you have submitted an incident you should:
Monitor the incident for updates on a daily basis by going to https://launchpad.support.sap.com/ or change
notification settings to receive alerts. Monitor more frequently for customer incidents with a priority of “very
high” and “high.”
Respond quickly to all requests for supporting information. Send the incident back to SAP after you have
provided your response.
When an incident is in “Partner Customer Action“: Partner is waiting for your response and cannot continue
with the investigation. If the incident remains in “Customer Action” status for too long, it will be closed
automatically. You can update a customer incident at any time by using the memo type : “Info for SAP.”
Change the status or priority of a customer incident:
When an incident is in “Partner Customer Action", you can change the priority of the incident. For more
information see SAP Note 67739 - Priority of problem incidents. If you would like to change the priority of an
incident that is with SAP for processing, contact SAP Customer Interaction Center at
https://support.sap.com/contactus
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SAP Support
When a customer incident is resolved
Ensure that the resolution meets your requirements, confirm the incident in a timely manner or
return the incident to SAP for further processing.
If the incident is not updated, it will close automatically with no option to reopen.
Complete the feedback questionnaire. This is your direct feedback channel to SAP Support.
Please refer to the SAP CIC Guide to get further information on User Management, Incident
Management and where to get help.
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Appendix
SAP OpenText Support Components
Related documentation and references
SAP OpenText Support Components
Product
Component
SAP Archiving by OpenText
XX-PART-OPT-ARC
SAP S/4HANA Cloud for Invoice Processing by OpenText
XX-PART-OPT-CIP
SAP S/4HANA Cloud for Invoice Processing OCR by OpenText
XX-PART-OPT-CIP-OCR
SAP Digital Asset Management by OpenText
XX-PART-OPT-DAM
SAP Digital Content Processing by OpenText
XX-PART-OPT-DCP
SAP Document Access Management by OpenText
XX-PART-OPT-DOC
SAP Document Presentment by OpenText
XX-PART-OPT-DPR
Streamserve EBS Solutions by OpenText
XX-PART-OPT-EBS
SAP Extended Enterprise Content Management by OpenText (xECM)
XX-PART-OPT-ECM
SAP eGovernment by OpenText (xECM)
XX-PART-OPT-ECM-GOV
SAP Employee File Management by OpenText
XX-PART-OPT-EFM
SAP Invoice Management by OpenText
XX-PART-OPT-INV
OCR option for SAP Invoice Management by OpenText
XX-PART-INV-OCR
SAP Portal Content Management by OpenText
XX-PART-OPT-PCM
SAP Portal Site Management by OpenText
XX-PART-OPT-PSM
SAP SharePoint Service by OpenText
XX-PART-OPT-SPT
SAP Tempo Box 10.5 by OpenText
XX-PART-OPT-TBX
SAP Travel Receipts Management by OpenText
XX-PART-OPT-TRM
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Related documentation and references
Documentation Reference
Link
SAP Note 1791874 - SAP Products by OpenText - Software and Support Lifecycle
https://launchpad.support.sap.com/#/notes/1791874
SAP Note 1288287 - Support Process for OpenText products resold by SAP
https://launchpad.support.sap.com/#/notes/1288287
SAP Global Support Customer Interaction
https://support.sap.com/content/dam/support/en_us/library/ssp/cic-get-mostfrom-support.pdf
The SAP Ecosystem in a Nutshell
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https://launchpad.support.sap.com/#/notes/1054121
29
Thank you.
Contact information:
Russ Clancy
SAP Global Partner Support,
SAP Americas
E russ.clancy@sap.com
Kerstin Schwarz-Krause
SAP Global Partner Support,
SAP SE
E Kerstin.Schwarz-Krause@sap.com