How the Syclo SM Client connect to the server which is in Secure network without Relay Server

[Former Member]

Hi Guys,

I have installed SAP (SYCLO) Service manager App. Now i am trying to connect from the client (Installed in iPad) to server which is in secure network.

Even SAP CRM is also in secure network to which i am unable to connect from syclo client.

Do any body have an answer for "How the Syclo Ssrvice Manager Client connect to the server which is in Secure network without Relay Server?"

Please let me know how it can be achieved.

Thanks & Regards,

Dharman

[mark_pe · Accepted solution]

If you have access to the SAP Knowledge Base two very key knowledge base article on connection are:

• For typical connection issue use: SAP KB # 1814081 - Trouble shooting Error 14 communication problem
  • This is a troubleshooting guide on misconnection
  • Error 14 is a transmit error wherein the client cannot see the server (all known issues documented in the troubleshooting article above)
• For cluster type of issue or question: SAP KB # 1815981 - Agentry mobile server in a clustered environment (setup and issue) - Agentry
  • This article and its contents describes how the Agentry server is setup for clustering and any issues on connecting to it in a cluster

As a standard user when you have an IPAD with the Syclo SM client, it will ask you to provide the server (name or IP) wherein the Agentry service (software) is running. It will also ask you for the port used by that system.

You will need to ask who installed your Agentry server on the following:

1) What is setup in the agentry.ini for the Angel port?

~~~~agentry.ini from the Agentry server installation folder~~~~

..

..

[ANGEL Front End]

1=7003  <-- this is the port that was assigned to be use for your Agentry server - that is also default. Needs to be open by the firewall team if block.

..

~~~~~end~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

2) What is the name of the machine or IP address on where it is located?

So during login or connection, you may type in (under advance) the name of the IP address or server name + the port of what is listed in the agentry.ini.

Example:

Server: TestServer

Port: 7003

If you have any issues on block network or fire wall issue or wrong configuration you may look at the Error 14 article above on why the client cannot see the server. If you have issues on clustering you may look at the 2nd article that explains clustering setup.

Hope this helps you out.

Regards,

Mark

[Former Member · Accepted solution]

Thanks Mark.

I try to access those KB Documents. Those are not available on net it seems as i have Suser credentials and tried to reach the Docs. Any way the port opening idea is useful.

I have one more issue. I created service orders in CRM system and assigne them to user using RPT(Resource Planning Tool). Though connection is successful,not able to find service orders and assignments on the client. Need your suggestion on this.

Thanks Again,

Dharmangouda.

[mark_pe · Accepted solution]

The requirements to download a service order are the following:

• Push is enabled
• Given Assignment Status = INFORMED
• Service Order Items are in RELEASED

This is out of the box feature and should work provided that the requirements above are met.

Hope this helps you out.

Regards,

Mark

[Former Member · Accepted solution]

Hi Dharma,

I am facing ssame issue,

there are service orders in the mobile user id but
after trnsmission client is showing no service orders found

Please guide me to resolve the issueRegards,

Lekhak Patil

[Former Member · Accepted solution]

Hi Lekhak,

If the Service orders are created for the user, please check the following possibilities.

1. Create PERNR for the user in PA30.

2. User must be a technician who is going to access the service orders on the device which are assigned to him.

3. In the ConfigPanel->MObileData Object->SSM31_SERVICE_ORDER.

     In Data Filter tab-> GetMethod- GET-> INCL_SYS_STAT.

     In Rule Editor Enter Range values between OPEN and REL.

Even check for other filter values thoroughly.

Hope this will help you to resolve the issue. Please let me know if it doesn't work.

Best Regards,

Dharmangouda

[Former Member · Accepted solution]

Hi Dharman,

Thanks for your help,

1. In our landscape PERNR is not required as we do not have HR integration for now.is it mandatory??

2. The mobile user is a person, responsible for the service order(screen shot attached)

3. In the configration panel it is not allowing me to give low and high values,it is taking only low value(screenshot attached)

Please guide

Thanks in advance.

[Former Member · Accepted solution]

Hi Lekhak,

1.Lets put this PERNR concept on hold for time being.

2.In the config panel it will allow to modify the lower value if you change the option symbol '=' to             "Between". And the catch is you are trying to modify the "EXCL_SYS_STAT" filter. But no need to        change this. Instead modify the "INCL_SYS_STAT".

3. For the error screen shot please specify when you are getting this error.

Regards,

Dharmangouda

[Former Member · Accepted solution]

Hi Dharman,

1.In the service order I can see that the person resonsible is the mobile user,is that is enough??

2.I have changed the filter for between but it is still not retriving any service orderds

3.I got the above error after executing bapi /SYCLO/CRMBTX_DOSERVICEORD_GET with input for field mobile_user

I have one doubt on type of service order,please refer screenshot attached

what must be the type of the service order??

and how to find out the person responsible is technician or not??

is any document is thr which explains about assigning a service order to technician??

In the below screenshot you can see some service orders for mobile user

Thanks in advance,

Regards,

Lekhak Patil

[Former Member · Accepted solution]

Hi Lekhak,

Basically mobile user should be the CRM(SAP) user. Then we need to follow the resource planning steps to assign the technician (user) using RPT(Resource Planning tool.)

1. Create Service Order.

2. Assign the desired qualifications to the order.

3. Plan the resource to the Order.

4. Match the order with the resource.

5. Assign the resource to the order.

6. Create assignments to the resource.

We can create the service order type and should be maintained in the config panel.These can be done by CRM functional consultant.You can approach them if u need. We don't find any specific document on this.

Also check all the filter conditions in the data object tab.

Regards,

Dharman

[Former Member · Accepted solution]

Hi Dharman,

We followed the steps you mentioned,now the status of service order is informed and it is assigned to a technician,we have created a user id for this technician and using the same from mobile device

but we are still not able to see this service order on screen we are getting the following message in logs

Please guide,

Regards,

lekhak Patil

[Former Member · Accepted solution]

Hi Lekhak,

Now check the config panel's filters.

• Given Assignment Status = INFORMED
• Service Order Items are in RELEASED

Regards,

Dharman

[Former Member · Accepted solution]

Hi Dharman,

the assignment status in informed and service order items are in released state

but in Assignment type the filter value is 1-lrp and our service order type is Concrete

is it ok if I edit the filter value??

Regards,

Lekhak Patil

[Former Member · Accepted solution]

Hi Lekhak,

Of course yes. Filter values can be modified according to our requirement and transaction's status.

Regards,

Dharman

[Former Member · Accepted solution]

Hi Dharman,

We solved it.Their was a problem with technician group

Thanks a lot

lekhak Patil

[mark_pe · Accepted solution]

With respect to your newly resolved issue under: How the Syclo SM Client connect to the server which is in Secure network without Relay Server Wiki discussion.

You mentioned that it was a problem with the way the technician group is setup.

If you would not mind, can you draft a quick Problem and Resolution with a few details so we may add this to the SAP Knowledge Base as a reference.

Problem: (put your main description of the problem)

Cause: (Optional if you know the cause)

Resolution: (what you did in detail to resolve)

This way we can properly document it so nobody will see this problem again when they search online. We will also reference this Wiki article.

Thanks,

Mark

[bill_froelich]

Darshan,

What version of Agentry are you using?  Agentry does not normally operate on port 443 and since that is the standard https port I would recommend against using it on the load balancer.  I would recommend setting up an agentry specific port and directing that to your Agentry server.

--Bill

[Former Member]

Also, is your F5 currently setup as HTTP proxy or TCP Pass-though?

[Former Member]

Hello Guys!

We have a customer who has published Agentry server behind F5 (Load balancer) on a secure port i.e. 443. However they are facing intermittent connectivity issue.

Out of 10 times, 3-4 times they can connect (Login and fetch data) and rest of the time it just doesn't work with communication error 14.

I have tried referring the document for the error code, however I don't have authority to read the article. The link is as following.

Agentry Knowledge Base Notes Troubleshooting Guides - SAP Mobility - SCN Wiki

Can anyone help me with this?

[mark_pe]

You can read the article if you login to the SAP Service Market Place (http://service.sap.com/support) and click on Help & Support tab and click xSearch and search for the numbered article.

F5 normally has a setup that confuses the Agentry server as a data drive (See the article in your link that points to F5 issue). The fix for this is in the F5 setup (need to check how F5 treats the Agentry server). No details on what to do in F5 as it is a pointer only that there is one setting in it. You may need to talk to your F5 champion. The symptoms as listed in the article is that intermittently the Agentry server cannot connect to the F5.

If you need to read the article you may need to contact your admin or co-worker who has access to the SAP KBAs.  The reason why articles are put inside SAP is for companies who pay their support maintenance to have better documents available to them.

Regards,

Mark Pe

SAP Senior Support Engineer (Mobility)