Convergent Charging_operation Guide

Operations GuideSAP Convergent Charging (SAP CC 4.0) Target Audience  Technology Consultants  System Administrators  Business Process Owners  Support Specialists  Solution Consultants CUSTOMER Document version: 1.2 – April 2014 CAUTION Before you start your production operations, make sure you have the latest version of this SAP product document. You can find the latest version on SAP Service Marketplace (SMP) and in SAP Support Portal at the following location:  Operate or  SAP Business Suite Applications  SAP Convergent Charging  SAP CC 4.0  Operate . You can watch this folder. The following table provides an overview of the most important document changes. Version Date Description 1.0 August 2013 Initial version 1.1 November 2013 First maintenance version (SAP CC 4.0 SP02 – Feature Pack):  Minor changes  Minor corrections  Information about Solution Manager 7.1 1.2 April 2014 Second maintenance version (SAP CC 4.0 SP04 – Feature Pack):  Sybase ASE database support  SAP JCo traces  Allowance purging and archiving DOCUMENT HISTORY .............................................................................................................. 3 TABLE OF CONTENTS............................................................................................................... 4 1 INTRODUCTION ............................................................................................................ 7 Target Audience ............................................................................................................................ 7 About this Document .................................................................................................................... 7 Document Abbreviations .............................................................................................................. 8 2 BEFORE YOU START ....................................................................................................... 9 Global Definitions .......................................................................................................................... 9 Important SAP Notes ..................................................................................................................... 9 Additional Information ................................................................................................................ 10 3 TECHNICAL SYSTEM LANDSCAPE ...................................................................................... 12 Software Component Matrix ...................................................................................................... 12 Java Components .................................................................................................................................. 12 Related Documentation .............................................................................................................. 13 System Landscape Directory ....................................................................................................... 14 SAP Solution Manager ................................................................................................................. 14 CA Wily Introscope for Monitoring SAP CC 4.0 ...................................................................................... 14 SAP SMD for Root Cause Analysis .......................................................................................................... 15 SAP Management Console .......................................................................................................... 15 4 MONITORING OF SAP CC 4.0 ........................................................................................ 16 Monitoring Using SAP Solution Manager 7.0 EhP1 ..................................................................... 16 System Monitoring Work Center ........................................................................................................... 17 SAP Solution Manager Diagnostics ....................................................................................................... 17 CA Wily Introscope Enterprise Manager ............................................................................................... 18 Monitoring Using SAP Solution Manager 7.1 .............................................................................. 18 SAP Solution Manager Applications Operations ................................................................................... 18 System Monitoring ................................................................................................................................ 19 Root Cause Analysis ............................................................................................................................... 20 CA Wily Introscope Enterprise Manager ............................................................................................... 20 Database Monitoring .................................................................................................................. 21 Related Information .............................................................................................................................. 21 Error and Process Monitoring ..................................................................................................... 21 SAP Solution Manager 7.1 ..................................................................................................................... 22 SAP Solution Manager 7.0 ..................................................................................................................... 22 Monitoring with BART Tool of SAP CC ........................................................................................ 22 Offline Charging Scenario Variant ......................................................................................................... 23 Monitoring of SAP Java Components .......................................................................................... 23 Java Monitoring and Management ....................................................................................................... 23 Detailed Monitoring and Tools for Problem and Performance Analysis .................................... 23 Log and Trace Files of SAP CC 4.0 .......................................................................................................... 23 Error Files of SAP CC 4.0 ........................................................................................................................ 28 Useful Errors and Error Code List ........................................................................................................... 30 Further Information .................................................................................................................... 30 Monitoring SAP Notes ........................................................................................................................... 30 5 MANAGEMENT OF SAP CC ........................................................................................... 31 Starting and Stopping .................................................................................................................. 31 Launch Tools for SAP CC ........................................................................................................................ 31 Start and Stop Sequence ....................................................................................................................... 32 Related Documentation......................................................................................................................... 33 Software Configuration ............................................................................................................... 34 Configuration Files ................................................................................................................................. 35 Administration Tools ................................................................................................................... 35 Backup and Restore .................................................................................................................... 37 Backup and Restore Strategy ................................................................................................................ 37 General Recommendations ................................................................................................................... 39 Detailed Backup and Restore ................................................................................................................ 40 Operating System, Software and Configuration Data ........................................................................... 45 Database for SAP CC 4.0 ........................................................................................................................ 45 SAP CC 4.0 Third-Party Components ..................................................................................................... 46 Further Information ............................................................................................................................... 47 Periodic Tasks .............................................................................................................................. 47 Automated Periodic Tasks ..................................................................................................................... 47 Required Manual Periodic Tasks ........................................................................................................... 50 Detailed Periodic Tasks .......................................................................................................................... 56 Load Balancing ............................................................................................................................ 58 Detailed Load Balancing ........................................................................................................................ 59 Setup Change ........................................................................................................................................ 61 Troubleshooting .................................................................................................................................... 61 Management of Outdated Technical Data .................................................................................. 61 Potential Outdated Technical Data ....................................................................................................... 61 Log Files ................................................................................................................................................. 63 6 HIGH AVAILABILITY ..................................................................................................... 64 Downtimes ............................................................................................................................................ 65 Planned Downtimes............................................................................................................................... 65 Unplanned Downtimes .......................................................................................................................... 67 Single Point of Failure ............................................................................................................................ 67 High Availability in SAP CC 4.0 ............................................................................................................... 69 7 PURGING AND ARCHIVING ............................................................................................. 72 Data Purging and Archiving ......................................................................................................... 72 Detailed Purge and Archive ......................................................................................................... 72 Core Server and Core Database ............................................................................................................. 72 BART Server and BART Database .......................................................................................................... 73 Log Archiving ............................................................................................................................... 76 Audit Data Purging ...................................................................................................................... 76 8 SOFTWARE CHANGE MANAGEMENT ................................................................................ 78 Software Maintenance ................................................................................................................ 78 Regular Maintenance .................................................................................................................. 79 BillSoft EZTaz Technology Monthly Update Maintenance .................................................................... 79 Support Package and Patch Implementation ............................................................................. 81 SAP Notes .............................................................................................................................................. 82 Support Package Downloads ................................................................................................................. 83 Implementation Plan ............................................................................................................................. 83 Updating the Server Systems ................................................................................................................. 84 Updating the Client Applications Based on the Java Libraries .............................................................. 87 Updating the Graphical User Interfaces and the IEC Applications ........................................................ 87 9 TROUBLESHOOTING ..................................................................................................... 89 Problem Determination ......................................................................................................................... 89 Try To Reproduce ................................................................................................................................... 89 Advanced Collection .............................................................................................................................. 89 Problem Isolation .................................................................................................................................. 90 Typical Problems ................................................................................................................................... 90 Troubleshooting .................................................................................................................................... 90 Advanced Troubleshooting: Tracing ...................................................................................................... 91 Components .......................................................................................................................................... 92 Errors and Exceptions ............................................................................................................................ 93 Error Reason Codes ............................................................................................................................... 93 Detailed SAP CC 4.0 Troubleshooting .................................................................................................... 95 10 SUPPORT DESK MANAGEMENT ....................................................................................... 98 Remote Support Setup ................................................................................................................ 98 Problem Message Handover ....................................................................................................... 98 TYPOGRAPHIC CONVENTIONS.................................................................................................. 99 ICONS ............................................................................................................................... 99 COPYRIGHTS ...................................................................................................................... 100 Disclaimer .................................................................................................................................. 101 Documentation in SAP Support Portal ...................................................................................... 101 Documentation on SAP Service Marketplace ........................................................................... 101 Documentation in SAP Help Portal ........................................................................................... 101 This document contains both high-level information on an application and business process level as well as very detailed technical information. It is therefore intended for the following audiences:  Technology consultants  System administrators  Solution consultants  Business process owners  Support specialists The Operations Guide provides a starting point to optimally maintain and run your SAP Convergent Charging software, referred to as SAP CC in this document. Designing, implementing, and running your SAP CC 4.0 systems at peak performance, around the clock, has never been more vital for your business success than now. This guide provides a starting point for managing your SAP CC 4.0 software applications and maintaining and running them optimally. It contains specific information for various tasks and lists the tools that you can use to implement them. This guide also provides references to the documentation required for these tasks, so you will sometimes also need other documents such as the Master Guide and SAP CC Library (Application Help). This document contains the following main sections:  Technical System Landscape This section lists the software components of SAP CC 4.0 and introduces the other software applications recommended for monitoring and maintaining the landscape.  Monitoring of SAP CC 4.0 This section details the monitoring and tools used for SAP CC 4.0. Some installation recommendations are provided. The trace and log files produced by the systems are also detailed in this section.  Management of SAP CC 4.0 This section describes the start and stop sequences, the configuration and administration of the SAP CC 4.0 system landscape. It explains how to operate backup & restore activities, archiving activities, how to manage load balancing and high availability for the landscape.  Software Change Management This section describes the maintenance of SAP CC 4.0 servers and how to install a patch or a Support Package. It explains how to update the Taxer instances and the CT Server with US Telecommunication data.  Troubleshooting of SAP CC 4.0 This section describes a problem determination method for root cause analysis and provides some troubleshooting cases. The table below shows the list of abbreviations used throughout this document. Abbreviation Meaning CA (Wily) Computer Associates CC SAP Convergent Charging (SAP CC) CCMS Central Computing Management System Available in SAP Solution Manager CDR Consumption Detail Record (see SAPTerm) CEN Central Monitoring System CI SAP Convergent Invoicing (SAP ERP system) CT SAP CC Communications Taxing Server IS CA Wily Introscope Available in SAP Solution Manager JVM Java Virtual Machine MC SAP Management Console MMC Microsoft Management Console SAP furnishes a snap-in for the Microsoft Management Console (SAP MMC Snap-In) RDBMS Relational Data Base Management System SID SAP system Identifier SLD System Landscape Directory SMD SAP Solution Manager Diagnostics Available in SAP Solution Manager SP Support Package SPOF Single Point of Failure VAT Value Added Tax CAUTION This guide does not replace the daily operations handbooks that SAP AG recommends clients create for their specific production operations. SAP Application An SAP application is an SAP software solution that serves a specific business area like ERP, CRM, PLM, SRM, SCM, CC. Business Scenario From a microeconomic perspective, a business scenario is a cycle, which consists of several different interconnected logical processes in time. Typically, a business scenario includes several company departments and involves with other business partners. From a technical point of view, a business scenario needs at least one SAP application (SAP ERP, SAP SCM, or others) for each cycle and possibly other third-party systems. A business scenario is a unit that can be implemented separately and reflects the customer’s prospective course of business. Component A component is the smallest individual unit considered within the Solution Development Lifecycle; components are separately produced, delivered, installed, and maintained. CA Wily Introscope of SAP Solution Manager SAP Note Number Title CA Wily Introscope Installation for SAP Customers CA Wily Introscope for SAP Convergent Charging SAP Solution Manager 7.0 EhP1 SAP Note Number Title Diagnostics - Setup of Managed Systems CCMS-based Monitoring for SAP Convergent Charging SAP Solution Manager 7.1 SAP Note Number Title System Monitoring Setup for SAP Convergent Charging SAP JVM SAP Note Number Title Timezone updates for SAP JVM DBA Cockpit SAP Note Number Title DBA Cockpit: Connecting a remote database DBA Cockpit: Setup in Solution Manager for MS SQL Server For more information about specific topics, see the quick links as shown in the table below: Content Quick Link on SAP Service Marketplace (SMP) Monitoring SAP Solution Manager General information: Installation and operations:  SAP Components  SAP Solution Manager Guides Functional documentation:  Application Lifecycle Management  SAP Solution Manager  SAP Solution Manager 7.1  SAP Library (English) Or  Application Lifecycle Management  SAP Solution Manager  SAP Solution Manager 7.0  EhP1 SP26  SAP Library (English) Content Quick Link on SAP Service Marketplace (SMP) Solution Manager Diagnostics General information about end-to-end Root Cause Analysis (RCA): Functional documentation:  Application Lifecycle Management  SAP Solution Manager  SAP Solution Manager 7.0  SAP Solution Manager 7.0  EhP1 (English)  Security Security Guides Related SAP Notes Released Platforms SAP Convergent Charging Information Centers of SAP CC 4.0 are available on SAP Service Marketplace at:  SAP Business Suite Applications  SAP Convergent Charging SAP Help Portal Public Knowledge Centers of SAP CC are available for each major version A system landscape consists of a number of hardware and software components that depend on each other with regard to installation, software update, and demands on interfaces. SAP Convergent Charging 4.0 is a Java-based application. It includes several mandatory and optional components. Java Components The Java components of your SAP CC 4.0 software include several server systems and graphical user interfaces. Server Systems SAP CC 4.0 Component Description GUI Real Time (Online Charging) Batch Mode (Offline Charging) Core Server (multi-instance) Rating and Charging Engine X X X Diameter Server Online Mediation and Credit Control (X) BART Server Offline Mediation (X) (X) Communications Taxing Server (CT) US Telecommunication Tax Management Services (via RFC) (X) Graphical User Interfaces SAP CC 4.0 Component - Programs Server Comment Core Tool Core Tool Admin+ Core Server BART Tool BART Tool BART+ BART Server CAT Tool Connector Administration Tool (CAT) Optional: Remote IEC (for monitoring purpose) Standalone program This Java program is named CAT Simulation Tool N/A Standalone program These graphical user interfaces are fat client programs based on Java swing technology. NOTE Some command line programs are available for administering the servers. They are included in the relevant components. Other Applications SAP CC 4.0 Component Description Server IEC (Import/Export Connector) Offline Mediation Acquisition and Preparation  Core Server  BART Server JSEE and JVM For technical reasons, both SAP JVM 32-bit and SAP JVM 64-bit are installed on MS Windows Intel 64- bit hosts by the SAPInst user interface of SAP CC 4.0. For US installations with the US Telecommunication Taxes, note that Core Server (Taxer instance type) and CT Server have also a particular installation. CAUTION Do not change these installations. Consult the SAP CC Installation Guide for details about the installation of JSEE on your platform. The following table lists where you can find more information about the technical system landscape on SAP Service Marketplace or in SAP Help Portal. Topic Guide/Tool Location Overview SAP CC Library (Application Help)  Plan Sizing Sizing Guidelines  Plan System Configuration Configuration Guide  Install Master Data Configuration Configuration Guide  Install Scalability SAP CC Library (Application Help)  Plan Topic Guide/Tool Location High Availability SAP CC Library (Application Help)  Plan The System Landscape Directory (SLD) of SAP NetWeaver is the central information repository for your system landscape. It contains information about technical systems, landscapes, business systems, products, and software components in your system landscape. You have to configure manually SAP CC 4.0 to connect to SLD and send data periodically. You can find the latest version in SAP Help Portal at:  SAP NetWeaver 7.0  SAP NetWeaver 7.0 Library (English)  SAP NetWeaver Library  SAP NetWeaver by Key Capability  Solution Life Cycle Management by Key Capability  Software Life Cycle Management  System Landscape Directory . The SAP Solution Manager is a platform that provides integrated content, tools and methodologies that you need to implement, support, operate and monitor your enterprise´s solutions from SAP. SAP Solution Manager enables you to accelerate the implementation process and access full support and continuous improvement offerings from SAP. With SAP Solution Manager, you can:  Minimize risk and increase the reliability of your IT solutions  Reduce total cost of ownership (TCO) throughout the solution life cycle  Manage your core business processes and link business processes to the underlying IT infrastructure  Get more on your return-on-investments (ROI), because it supports both SAP and non-SAP software CA Wily Introscope for Monitoring SAP CC 4.0 To enable application analysis (including performance monitoring and root cause analysis), CA Wily Introscope (IS) is integrated into SAP Solution Manager Diagnostics (SMD). SAP provides CA Wily IS instrumentation for SAP CC 4.0 in combination with SAP Solution Manager 7.0 EhP1 SP23. CA Wily IS is an application management solution for Java applications. It offers dashboards for performance and stability analysis. In addition, IS Investigator provides a detailed view on all applications and environment metrics reported by the IS agent to the IS Enterprise Manager, which is the CA Wily IS server and part of SAP Solution Manager. To enable IS for SAP CC 4.0, you can install and configure the IS Java agent on the SAP CC hosts with the SAPInst of SAP Convergent Charging. Metrics, which are known as tracers in Probe Builder Directives (.pbd) files, define the information that collected at runtime. The IS Java agent collects this information from the applications and JVM. The IS Enterprise Manager stores metrics reported for further analysis. You can view performance metrics using the IS Workstation client or the WebViewer application. For later manual installation, refer to SAP Note for more about information about setting up and configuring CA Wily IS for SAP CC 4.0. For general information about the installation, configuration and use of CA Wily Introscope, visit the SAP Service Marketplace at the following locations: Topic Guide/Tool Location Wily Introscope Installation Guide  Installation and Configuration  Wily Introscope 8.x Installation Guide Wily Introscope Workstation User Guide  Media Library  Wily Introscope Workstation User Guide 8.x Wily Introscope WebView User Guide  Media Library  Wily Introscope WebView User Guide 8.x SAP SMD for Root Cause Analysis To allow for identification, analysis, and resolution of problems, SAP provides component-specific RCA content for SAP CC 4.0 in combination with SAP Solution Manager 7.0 EhP1 SP23. You can set up Solution Manager Diagnostics after you set up your SAP CC system landscape. For information about setting up Solution Manager System Landscape and Diagnostics, see SAP Note . The SAP Management Console (SAP MC) provides a common framework for centralized system management. It allows you to monitor and perform basic administration tasks on the SAP system centrally, thus simplifying system administration. Using the SAP MC you can:  Monitor and control (start, stop, or restart) the SAP systems, ABAP and Java instances with a single tool.  Display SAP system log and trace files, start profiles, instance parameters, the system environment, SAP environment, and so on.  Display and control Java and ABAP processes.  Monitor system alerts.  Save the current console configuration in a file to reuse it later or to forward it to other users.  Start third-party tools (such as Telnet), if available, to manage an application server. The SAP Management Console in the SAP NetWeaver AS is available in two modes:  SAP Management Console  The SAP MC is a Java applet that can be run from any Web browser supporting Java. Thus, you can administer remote systems without needing a local installation.  Standalone SAP Microsoft Management Console  SAP has developed the SAP Systems Manager snap-in which allows you to monitor, start or stop the SAP system centrally from the SAP Microsoft Management Console (SAP MMC.) The SAP MMC is available for Windows only. More information: Monitoring works as an early warning system that monitors and displays the status of multiple systems and independent business components. Monitoring of SAP Technology is an essential task during solution operation of SAP Technology. Deploying a monitoring architecture enables system administrators to get an overview of the system infrastructure at a glance and provides an infrastructure to gather and manage system information. The main features of the monitoring architecture are:  User-definable alert monitors for critical system events  Method assignments to analyze alerts and react to them automatically  Performance system to display recent performance data graphically In your SAP CC 4.0 project, use SAP Solution Manager 7.0 EhP1 to:  Define your Application Landscape  Define the Monitors and Thresholds for SAP CC 4.0 Installation Considerations Listed below are a few installation requirements:  Connect each SAP CC 4.0 system landscape to the SAP Solution Manager system. This is required, so that in the event of a support-relevant incident within your SAP system landscape, SAP Support Team can remotely access the SAP Solution Manager that hosts the affected system landscape.  Model and configure System Monitoring for SAP CC 4.0 based on SAP Solution Manager’s Computing Center Management System (CCMS). CAUTION Do not install SAP Solution Manager as a central component, if you want to reduce the risk of unavailability. Instead, operate a two-system landscape with test and production environment of SAP Solution Manager, especially if you are using time-critical functions such as Support Desk. If you develop your own content, we recommend that you set up a three-system landscape with development, test, and production environment. NOTE For more information, see the SAP Solution Manager documentation at: or . Related Documentation (SAP Solution Manager 7.0 EhP1) For more information about SAP Solution Manager 7.0 EhP1, consult in SAP Help Portal at:  EhP1 SP26 or at:  Application Lifecycle Management  SAP Solution Manager  SAP Solution Manager 7.0  . For more information, see the SAP Solution Manager 7.0 installation guides at:  Installation & Upgrade Guides  SAP Components  SAP Solution Manager  Release 7.0 EHP 1  Installation . System Monitoring Work Center The system monitoring functions monitor the systems within your SAP CC system landscape in real time. Recommendation by SAP Setup and use System Monitoring for SAP CC 4.0 with a SAP Solution Manager 7.0 EhP1 system as central monitoring system (CEN). You want to setup SAP Convergent Charging related monitoring tree elements (MTE) and monitoring objects in the Computing Center Management System (CCMS) of your CEN. Follow the setup procedure outlined in SAP Note . Related Documentation (System Monitoring Work Center) For more information about SAP Solution Manager Diagnostics, consult in SAP Help Portal at:  Application Lifecycle Management  SAP Solution Manager  SAP Solution Manager 7.0  EhP1 SP26  SAP Library (English)  System Administration  System Monitoring Work Center . For more information about SAP Solution Manager Diagnostics, consult in SAP Help Portal at:  Application Lifecycle Management  SAP Solution Manager  SAP Solution Manager 7.0  EhP1 SP26  SAP Library (English)  System Administration  System Monitoring . SAP Solution Manager Diagnostics SAP Solution Manager Diagnostics (SMD) is another SAP application that allows you to display supportability and operability data at a central location. SMD uses a Web browser user interface. Solution Manager Diagnostics provides an efficient and safe root cause analysis of incidents in business applications. It helps monitoring operating systems, databases, Java application activities, and system performance. Solution Manager Diagnostics also supports the analysis of changes in software configuration. SAP Solution Manager and SAP Solution Manager Diagnostics play key roles with regard to supporting and monitoring SAP CC system landscapes. NOTE With SAP Solution Manager 7.0 SPS18, the SMD is integrated as the “Root Cause Analysis” tab in the “Solution Manager Work Centers”. Recommendation by SAP Install and use Solution Manager Diagnostics for root cause analysis of SAP CC 4.0. Follow the setup procedure outlined in SAP Note . In case of any problems with SAP Solution Manager Diagnostics not covered by the FAQ, open a customer message on component SV-SMG-DIA in SAP Support Portal. Related Documentation (Root Cause Analysis Work Center) For more information about SAP Solution Manager Diagnostics, consult in SAP Help Portal at:  Application Lifecycle Management  SAP Solution Manager  SAP Solution Manager 7.0  EhP1 SP26  SAP Library (English)  Root Cause Analysis . CA Wily Introscope Enterprise Manager Solution Manager Diagnostics is integrated with CA Wily IS Enterprise Manager. It focuses on monitoring Java application activities and performance. For more information, see the CA Wily IS installation guide at:  Installation & Upgrade Guides  SAP Components  SAP Solution Manager  Release 7.0 EHP 1  Installation  Wily Introscope Setup Guide 8.0 . Recommendation by SAP Install and use CA Wily Introscope for root cause analysis and monitoring of SAP CC 4.0. Follow the setup procedure outlined in SAP Note . In case of any problems with Wily Introscope not covered by the FAQ, open a customer message on component XX-PART-WILY in SAP Support Portal. In your SAP CC 4.0 project, use SAP Solution Manager 7.1 to:  Define your Application Landscape  Define the Monitors and Thresholds for SAP CC 4.0 NOTE For more information, see the SAP Solution Manager documentation at: or . Related Documentation (SAP Solution Manager 7.1) For more information about SAP Solution Manager 7.1, consult in SAP Help Portal at:  Application Help  SAP Library (English) or at:  Application Lifecycle Management  SAP Solution Manager  SAP Solution Manager 7.1  Application Help  SAP Library (English) . For more information, see the SAP Solution Manager installation guides at:  Installation & Upgrade Guides  SAP Components  SAP Solution Manager  Release 7.1  Installation SAP Solution Manager Applications Operations This work center is the central access to functions and methods for monitoring your SAP solutions and accelerating problem solving. This improves the availability of your solutions. Application Operations provides all capabilities for central monitoring, alerting, analysis, and administration of SAP CC. It helps you to reduce TCO by predefined content and centralized management tools for all aspects of operations in SAP Solution Manager. You can generate reports across solutions for detailed analysis: Function Description Technical Monitoring and Alerting You can monitor the status of complex landscapes and manage alerts using the End-to-End Monitoring and Alerting infrastructure. System Monitoring You can monitor all systems in a solution in real-time, based on the Computer Center Management System (CCMS). Data Volume Management You can monitor the data volume in your system landscape and reduce total operating costs by decreasing the size of the databases and the monthly increase in data. Technical Administration You can perform efficient planning, implementation, execution, and reporting of the day-to-day operational activities. Root Cause Analysis You can analyze the root cause of an incident and provide solutions for distributed and multi-technology solutions using a top-down approach. Technical Reporting You can run reports about system availability, IT Service Management or Change Request Management across solutions. You can also configure and display reports about SAP Solution Manager system data in the Business Warehouse. SAP Solution Manager and SAP Solution Manager Applications Operations play key roles with regard to supporting and monitoring system landscapes. System Monitoring The system monitoring functions monitor the systems within your SAP CC system landscape in real time. Recommendation by SAP Setup and use System Monitoring for SAP CC 4.0 with a SAP Solution Manager 7.1 system:  Install the Diagnostics agent  Install the CA Wily Introscope agent  Register the SAP CC system in SAP Solution Landscape Directory  Register the SAP CC system in SAP Solution Manager  Run Technical Managed System Setup for the SAP CC system  Run Technical Monitoring Setup for the SAP CC system Follow the setup procedure outlined in SAP Note . In case of any problems with SAP Solution Manager System Monitoring not covered by the FAQ, open a customer message on component SV-SMG-MON-SYS in SAP Support Portal. Related Documentation (System Monitoring) For more information about SAP Solution Manager 7.1, consult in SAP Help Portal at:  Application Lifecycle Management  SAP Solution Manager  SAP Solution Manager 7.1  Application Help  SAP Library (English)  Application Operations  System Monitoring . Root Cause Analysis Analyzing the root cause of an incident in multi-technology system landscapes with distributed systems requires a systematic top-down approach. Use the Root Cause Analysis (RCA) functions in SAP Solution Manager to manage the end-to-end analysis, system analysis, host analysis, and database analysis. Its work center is the central access to functions and methods for monitoring your solutions and accelerating problem solving. This improves the availability of your solutions with SAP CC 4.0. Recommendation by SAP Implement and use Root Cause Analysis in SAP Solution Manager for root cause analysis of SAP CC 4.0. Follow the Customizing activities outlined in SAP Solution Manager. Related Documentation (Root Cause Analysis Work Center) For more information about SAP Solution Manager 7.1, consult in SAP Help Portal at:  Application Lifecycle Management  SAP Solution Manager  SAP Solution Manager 7.1  Application Help  SAP Library (English)  Application Operations  Root Cause Analysis . CA Wily Introscope Enterprise Manager SAP Solution Manager is integrated with CA Wily IS Enterprise Manager. It focuses on monitoring Java application activities and performance. For more information about monitoring performance metrics in CA Wily IS, consult in SAP Help Portal at:  Application Lifecycle Management  SAP Solution Manager  SAP Solution Manager 7.1  Application Help  SAP Library (English)  Application Operations  Performance Metrics Monitoring with Introscope by Wily . For more information, see the CA Wily IS installation guides at:  Installation & Upgrade Guides  SAP Components  SAP Solution Manager  Release 7.1  Installation  Wily Introscope Setup Guide 8.0, 9.0, or 9.1.5x . Recommendation by SAP Install and use CA Wily Introscope for root cause analysis and monitoring of SAP CC 4.0. Follow the setup procedure outlined in SAP Note . In case of any problems with Wily Introscope not covered by the FAQ, open a customer message on component XX-PART-WILY in SAP Support Portal. Database monitoring is essential for the functioning of SAP Convergent Charging 4.0. A list of database monitoring documentation references is provided in this section. SAP CC 4.0 Component Back-End Database Core Server Core Database BART Server BART Database IEC IEC Database Customer Database For more information about database monitoring in SAP Solution Manager, consult in SAP Help Portal at:  Application Lifecycle Management  SAP Solution Manager  SAP Solution Manager 7.1  Application Help  SAP Library (English)  Application Operations  Database Analysis . Recommendation by SAP AG Install and use DBA Cockpit for monitoring the databases of SAP CC 4.0. Follow the setup procedures outlined in SAP Notes (Sybase ASE), (Oracle), (MS SQLServer) and (IBM DB2). The prerequisites for database administration and monitoring are described in SAP Notes . Related Information Oracle For more information, see at:  SAP NetWeaver  SAP NetWeaver 7.0 (2004s)  System Administration  Technical Operations Manual  General Administration Tasks  Database . MS SQL Server For more information, see at:  SAP NetWeaver  SAP NetWeaver 7.0 (2004s)  System Administration  Technical Operations Manual  General Administration Tasks  Database Administration  Database Administration for Microsoft SQL Server . IBM DB2 For more information, see at:  SAP NetWeaver  SAP NetWeaver 7.0  System Administration and Maintenance Information  Technical Operations Guide  General Administration Tasks  Database Administration  IBM DB2 Universal Database for UNIX and Windows . SAP Solution Manager 7.1 Recommendation by SAP AG Install and use System Monitoring for SAP CC 4.0. Follow the setup procedure outlined in SAP Note . SAP Solution Manager 7.0 SAP Solution Manager’s Central Computing Management System (CCMS) can be set up for monitoring your SAP Convergent Charging system. On the managed hosts, log file and process monitoring can be set up. Central System Monitoring is based on SAP CCMS agent functionality, which must be installed on the monitored hosts. After the setup and configuration of the SAP Convergent Charging specific monitoring, the following metrics are available in the CCMS of SAP Solution Manager. To enter CCMS, log on the SAP Solution Manager. In the SAP Menu, navigate to Tools  CCMS  Control/Monitoring  CCMS Monitor Sets (transaction code RZ20). Error Monitoring The log files of SAP CC 4.0 are monitored for "Error" patterns. The monitor will present its status and alerts according to the presence and severity of log entries in the SAP Convergent Charging log files. If errors occur in a log file, they are displayed in transaction CCMS (RZ20) via "Open Alerts". Operating System Monitoring The server machines hosting the SAP Convergent Charging application are monitored for resource consumption. Operating system metrics like overall CPU and memory consumption are reported. In addition, the Operating System processes java.exe are monitored for resource consumption. You can customize the thresholds for alert triggering to suit our individual needs. Recommendation by SAP Install and use CCMS-based System Monitoring for SAP CC 4.0. Follow the setup procedure outlined in SAP Note . Offline Charging Scenario Variant Use the to monitor the business operations performed by the SAP CC BART Server system:  Offline acquisition of service consumption information from mediation system  You can monitor the acquisition sessions collecting the Consumption Detail Records (CDRs) that relate to customer service usage  Offline charging  You can monitor the batch rating and charging sessions running or scheduled in the systems. Further Information See about the supervision in the BART Tool documentation in SAP Help Portal at the following location:  SAP CC 4.0  System Administration and Maintenance Information  BART Tool  BART Overview  . Java Monitoring and Management Java monitoring and management provides developers, supporters and customers with information about:  Configuration, such as release, version, host and port  Monitoring critical conditions for IT operations  Detailed performance and status data to detect and diagnose problems  Detailed statistics on activity and resource consumption for accounting and auditing, service level agreement (SLA) reporting, and problem analysis Log and Trace Files of SAP CC 4.0 Log and trace files are essential for analyzing problems and determining causes. SAP CC has a common framework used by all its software components: Functions Core Sever BART Server Diameter Server CT Server Severity thresholds management Different levels of information can be recorded in the files according to thresholds based on the severity of the records By default: INFORM for logs ERROR for traces Yes Yes Yes Yes Functions Core Sever BART Server Diameter Server CT Server Rotating files Different log files are successively used each time the current log file reaches its maximum size. Yes Maximum size: 200MB Yes Maximum size: 2MB Yes Maximum size: 20MB Yes Maximum size: 2MB Backup of files A backup log file is created each time the current log file reaches its maximum size. Old backup log files are recycled. Yes Yes Yes Yes NOTES  For each SAP CC server system, there is a specific log file for containing console error messages.  In the following, the <HOME> directory refers to the path: /usr/sap/<SID>/<INSTANCE_NAME>/ where <SID> is specified at installation (and is the unique ID of the SAP system) and <INSTANCE_NAME> is automatically assigned to an instance by SAPInst and is composed of three characters and two digit that represent the instance number Note that <INSTANCE_NB> is different from <INSTANCE_ID>. Consult the SAP CC Installation Guide for more details.  The <WORKING_DIRECTORY> is a particular shared repository defined at the installation time. See the SAP CC Installation Guide for more details. Files of the SAP CC Core Server System The following default settings are available for a productive system landscape and can be customized during the implementation project phase or later during the operation phase: SAP CC 4.0 Component Content Filenames (By Default) Path (By Default) SAP CC 4.0 Component Content Filenames (By Default) Path (By Default) Core Server All instances Logs Files: <INSTANCE_ID>_LDF1.0.log <INSTANCE_ID>_LDF1.1.log … <INSTANCE_ID>-LDF1.<n>.log Format: <INSTANCE_ID> = <INSTANCE_TYPE>#<NB> EXAMPLE: dispatcher#1_LDF1.0.log, dispatcher#1_LDF1.1.log, rater#2_LDF1.0.log, rater#2_LDF1.1.log Each instance of the SAP CC Core Server system has its own set of log files. Several instances can be installed on the same host machine. By default, the first destination fileset is used to record the log messages. <HOME>/work/log/ Core Server All instances Traces Files: <INSTANCE_ID>_LDF2.0.trc <INSTANCE_ID>_LDF2.1.trc … <INSTANCE_ID>_LDF2.<n>.trc Format: <INSTANCE_ID> = <INSTANCE_TYPE>#<NB> EXAMPLE: rater#2_LDF2.0.trc, rater#2_LDF2.1.trc, rater#2_LDF2.2.trc, rater#2_LDF2.3.trc Each instance of the SAP CC Core Server system has its own set of trace files. Several instances can be installed on the same host machine. By default, the second destination fileset is used to record the trace messages. <HOME>/work/log/ Core Server Dispatcher instances Bulkloader instances Traces JCo RFC communications with SAP CRM and SAP ERP Files: JCO*.trc <HOME>/work/ Core Server Taxer instances EZTax Logs (Tax Journal) No tax log file SAP CC 4.0 Component Content Filenames (By Default) Path (By Default) Core Server Taxer instances Status message including error codes <INSTANCE_ID>_<THREAD_ID>.sta These files are generated by the external tax system (BillSoft EZTax) when the taxer instances start. Each taxer can produce several files. <HOME>/work/ Tasks Use Admin+ to get the current settings for log and trace management. Related Documentation Topic Location System configuration for the logging and the tracing function Activate the functions How to configure the functions SAP CC Configuration Guide System parameters of the functions SAP CC System Parameter Reference Detailed descriptions of the functions Information recorded Possible output destinations SAP CC Library (Application Help) Detailed descriptions of the important log messages SAP CC Log Message Reference Troubleshooting with logs and traces SAP CC Operations Guide Monitoring of the Log Files As administrator:  Check there is no error recorded in the log files  If a log file includes an error or a caution, check the SAP CC Log Message Reference documentation and contact the SAP Support Team. Files of the Other SAP CC Systems SAP CC 4.0 Component Content Filenames (By Default) Path (By Default) BART Server Logs bart_server_LDF1.0.log bart_server_LDF1.1.log … bart_server.<n>.log <HOME>/work/log/ File report about offline acquisition sessions or batch rating and charging sessions (offline charging)  Mass acquisition of Consumption Detail Records (CDRs)  bart_REPORT_ACQ UISITION_YY-MM- DD_X.txt  Batch charging results:  bart_REPORT_RATI NG_YY-MM- DD_X.txt <HOME>/work/ Traces bart_server_LDF2.0.trc <HOME>/work/log/ Diameter Server Logs diameter_server.log diameter_server.log.0 diameter_server.log.1 … diameter_server.log.<n> <HOME>/work/logs/ CT Server The Communications Taxing Server catches the traces from JCo and from BillSoft EZTax. Logs ct_server.log ct_server.0.log ct_server.1.log … ct_server.<n> .log <HOME>/work/log/ EZTax Logs (Tax Journal) EZTax-YYYYMMDDHHmmss-0.log EZTax-YYYYMMDDHHmmss-1.log … EZTax-YYYYMMDDHHmmss-i.log These files are generated by the external tax system (BillSoft EZTax). <HOME>/work/eztaxLo gs/ See the EZTAX_LOG_DIRECTORY parameter Status message including error codes EZTax.sta This file is generated by the external tax system (BillSoft EZTax) when the CT Server starts. If other *.sta files exists, it means that some programs from BillSoft EZTax have been launched by a user. <HOME>/work/eztaxLo gs/ See the EZTAX_LOG_DIRECTORY parameter Traces ct_server.trc <HOME>/work/log/ Further Information Topic Guide/Tool Location Formats of the logs Security Guide - SAP CC 4.0  SAP Convergent Charging  SAP CC 4.0  Plan  Security Guide or  SAP Convergent Charging Configuration of the log file management Configuration Guide - SAP CC 4.0  SAP Convergent Charging  SAP CC 4.0  Install  Configuration Guide Error Files of SAP CC 4.0 Error Files of the Main Component SAP CC 4.0 Component Content Filenames (By Default) Path (Default) Core Server All instances Error message <INSTANCE_ID>.err Each instance of the Core Server system has its own set of error log files. Several instances can be installed on the same host machine. <HOME>/work Core Server Bulkloader instances Invalid billable items in file that have been rejected by SAP ERP / FI-CA (*) Instance#<INSTANCE_ID>.err Each Bulkloader instance of the Core Server system has its own set of error log files. Several instances can be installed on the same host machine. A control file includes the error message. Try to fix the problem and consult the Troubleshooting section. <WORKING_DIRECTORY> /CC_CI_INVALID/ Billable items in file not sent due to communication failure with SAP ERP / FI-CA (*) Instance#<INSTANCE_ID>.err Each Bulkloader instance of the Core Server system has its own set of error log files. Several instances can be installed on the same host machine. A control file includes the error message. Try to reestablish the connection with SAP CI and consult the Troubleshooting section. <WORKING_DIRECTORY> /CC_CI_COM_EXCEPTION / SAP CC 4.0 Component Content Filenames (By Default) Path (Default) Notification alerts not sent to SAP CRM or SAP ERP Instance#<INSTANCE_ID>.err Each Bulkloader instance of the Core Server system has its own set of error log files. Several instances can be installed on the same host machine. A control file includes the error message. Try to fix the problem and consult the Troubleshooting section. <WORKING_DIRECTORY> /SAPCC_NOTIF/ERROR/ (*) NOTE The bulkloader instances are only installed on the landscape for an integrated scenario with SAP CRM and SAP ERP/FI-CA components of the SAP Business Suite.  By default the error files related to the mass loading function of billable items into the SAP ERP / FI-CA system are located in subfolders of the Working Directory defined at the installation time. You can determine those subfolders by getting the values of the following system parameters with :  BIT_LOADER_ERR_INVALID_BIT_WRITER_ROOT_PATH and  BIT_LOADER_ERR_COM_EXCEPTION_WRITER_ROOT_PATH  NOTIF_WRITER_ROOT_PATH  In case of advanced system configurations, these names of parameters can change:  Use from a dispatcher instance and export the CIF configuration of the bulkloader instances: setup cif export bulkLoader <myfilename>  In the exported file, locate the error handling nodes that include root path information Error Files of Other Components SAP CC 4.0 Component Content Filenames (By Default) Path (Default) BART Server Error message error.log <HOME>/work/ SAP CC 4.0 Component Content Filenames (By Default) Path (Default) SQL failure files When a SQL failure occurs during a batch rating and charging session, the BART Server system securely stops all on-going processes, saves the list of CDRs being charged to files and shuts down to prevent any other failure. The lists of pending CDRs in process are saved to sql failures files. The sql failure files are reloaded when the BART Server system restarts and the content is then committed to the running database. The function prevents the system from triggering faulty batch charging sessions which may lead to inconsistencies in price computation. <HOME>/work/logs/sql_f ailures See the sql.failures.log.file.name parameter Diameter Server CT Server Error message sapct.err <HOME>/work/ Useful Errors and Error Code List BART Server During a batch rating and charging session, the BART Server system can retrieve rating and charging errors from the connected Core Server system. The BART Server system stores always an error code directly in each processed Consumption Detail Record (CDR). You can analyze the error through the BART Tool user interface or by consulting the error code list available in the <BART_HOME>/docs/errors/ folder. Monitoring SAP Notes Java Connector SAP Note Number Title Frequent installation problems with SAP Java How to switch on the SAP JCo trace Tools for analyzing SAP JCo and RFC errors in Web AS SAP provides an infrastructure that allows your system administration team to administer SAP Technology effectively. This section describes the related topics on the SAP application level:  Starting and stopping  Administration tools  Backup and restore  Operations (periodic and non-periodic tasks)  Outdated technical data  High availability  Archiving The procedure for starting and stopping the SAP CC systems depends on the underlying operating system. Launch Tools for SAP CC MS Windows: SAP Microsoft Management Console (MMC) The SAP Microsoft Management Console (sapmmc) was installed during the SAP CC Core Server installation. It enables you to see all your SAP systems and to manage them. To start or restart the servers of SAP CC and the instances of these servers:  Double-click the icon on your Desktop to start the SAP MMC  Click the SAP system containing the server you want to start  Right-click the instance or the server you want to start and choose Start or Restart Use the same procedure to stop the servers. For the last step, right-click the instance or the server you want to stop and choose Stop. UNIX Operating Systems: SAP Management Console (MC) The SAP Management Console (sapmc) was installed during the installation of the SAP CC Core Server system. It enables you to see all your SAP systems and to manage them. It is installed in the following folders:  /usr/sap/<SID>/SYS/exe/uc/<OS_PLATFORM>/servicehttp/sapmc/sapmc.html  /usr/sap/<SID>/<INSTANCE_NAME>/exe/servicehttp/sapmc/sapmc.html (in each instance folder) To launch this tool:  Launch a web browser capable of running Java applications  Open the sapmc.html file from the host UNIX Operating Systems: SAP Control Use the sapcontrol program to start and stop the servers. This program is installed in the /usr/sap/hostctrl/exe/ folder. Use the following options:  -host: To specify on which host is the server you want to manage  -user: To give the user you want to use for managing the server (use the sapadm user created during the installation for example)  -function: To specify the command to apply to the server (start, restart, stop, and so on)  -nr: To give the number of the SAP instance Start and Stop Sequence Real Time Scenario (Online Charging Variant) SAP CC 4.0 Component Sequence Tool and Description Core Server All instances 1 (n)  SAPCONTROL (UNIX Operating Systems)  SAP Management Console (UNIX Operating Systems)  SAP Microsoft Management Console (MS Windows) NOTE Start all the instances of the Core Server system. Prefer starting first the dispatcher instances but this is not mandatory:  Dispatcher instances  Updater instances  Guider instances  Rater instances  Bulkloader instances  Taxer instances All the different instances will establish the right connections. The Bulkloader and the Taxer instances are maybe not installed on your landscape depending on your Business Scenario. You can get the list of the instances by using and the list command. Diameter Server 2 Optionally launch:  SAPCONTROL (UNIX Operating Systems)  SAP Management Console (UNIX OS)  SAP Microsoft Management Console (MS Windows) Batch Mode Scenario (Offline Charging Variant) SAP CC 4.0 Component Sequence Tool and Description SAP CC 4.0 Component Sequence Tool and Description Core Server All instances 1 (n)  SAPCONTROL (UNIX Operating Systems)  SAP Management Console (UNIX OS)  SAP Microsoft Management Console (MS Windows) NOTE Start all the instances of the Core Server system. Prefer starting first the dispatcher instances but this is not mandatory. All the different instances will establish the right connections:  Dispatcher instances  Updater instances  Guider instances  Rater instances  Bulkloader instances  Taxer instances The Bulkloader and the Taxer instances are maybe not installed on your landscape depending on your Business Scenario. BART Server 2 Optionally launch:  SAPCONTROL (UNIX Operating Systems)  SAP Management Console (UNIX OS)  SAP Microsoft Management Console (MS Windows) IEC 3 Optionally launch:  From console: iec_remote.sh (UNIX Shell Script)  From command prompt: iec_remote.bat (MS Windows) Communications Taxing Server Scenario Component Sequence Tool and Description CT Server 1  SAPCONTROL (UNIX Operating Systems)  SAP Management Console (UNIX OS)  SAP Microsoft Management Console (MS Windows) Related Documentation Topic Location SAP Management Console (SAP MC) Topic Location SAP Snap-In for Microsoft Management Console (SAP MMC Snap-In) SAP Control Consult the SAP NetWeaver 7.0 EHP1 Technical Operations Manual from the SAP Help Portal at the following location:  SAP NetWeaver  SAP NetWeaver 7.0 including Enhancement Package 1  System Administration Technical Operations Manual . This chapter explains which components of SAP Convergent Charging 4.0 are configurable and which tools are available for adjusting. All the configuration procedures are grouped in a unique configuration document. The tools (graphical user interfaces and command line programs) are provided with each software component. SAP CC 4.0 Component Configuration Tool(s) Description Core Server Core Tool Business configuration (Master Data) Admin+ Business configuration (Master Data) Technical configuration Setup Tool Technical configuration Config Tool Technical configuration BART Server (Offline charging) BART Tool Business configuration (Transactional Data) Job management Monitoring BART+ Business configuration (Master Data) Technical configuration BART Setup Tool Import/Export Connector (IEC) Connector Administration Tool (CAT Tool) Technical configuration Diameter Server (Online charging) N/A The Diameter Server has no specific configuration tool A text editor should be used CT Server N/A The Communications Taxing Server has no specific configuration tool A text editor should be used For more information, see the SAP CC 4.0 Configuration Guide on SAP Service Marketplace (SMP) in SAP Support Portal at the following location:  Install . Configuration Files All the components of SAP CC 4.0 use some configuration files located in the <HOME>/config/ installation folder. Templates are also provided (*.sk extension) for facilitating the management of these configuration files. Core Server The SAP CC Core Server system uses mostly configurations stored in SAP CC Core Database in the following database tables:  INSTANCE_CONFIGURATION  CONFIGURATION  CERT_STORE  INSTANCE_CERT_STORE You can use the and the to view or change the system settings relating to system processes or business processes. BART Server The SAP CC BART Server system uses a single configuration file (bart.config) in read/write access. Its file format uses the ISO 8859-1 character encoding. Some settings are stored in SAP CC BART Database in the CERT_STORE and INSTANCE_CERT_STORE database tables. You can use the to view or change the security certificates NOTE Characters that cannot be directly represented in this encoding scheme must be written using Unicode escapes. Consult details at: . This chapter explains which components have administration tools and where to find related documentation. SAP CC 4.0 Component Administration Tool(s) Description Server System Restart is Needed? SAP CC 4.0 Component Administration Tool(s) Description Server System Restart is Needed? Core Server Admin+ System parameter management Always (*) NOTE (*) Online changes are only possible for log settings. See the parameter reference documentation. Setup Tool Configuration management Certificate management License management Always Config Tool System parameter management Always Core Tool User management Master data (for Service Provider) configuration and maintenance Customization of business data (public holidays, currencies) and maintenance No restart BART Server BART+ Business configuration (Master Data) Technical configuration Always (*) NOTE (*) Online changes are only possible for log settings. BART Setup Tool BART Tool System configuration Operations No restart Diameter Server N/A The Diameter Server has no specific configuration tool A text editor should be used Always CT Server N/A The Communications Taxing Server has no specific configuration tool A text editor should be used Always Related Documentation Topic Location Topic Location Detailed information about the user interfaces provided with the Core Server system:  Admin+  Setup Tool  Config Tool  SAP CC 4.0  Application Help  User Interface Reference System parameters and indicators of the Core Server system  SAP CC 4.0  System Administration and Maintenance Information  SAP CC System Parameter Reference Detailed information about the user interfaces provided with the BART Server system:  BART+  BART Setup Tool  SAP CC 4.0  Application Help  User Interface Reference NOTE You can consult the System Parameter Reference for the Core Server system in SAP Help Portal at: . Recommendation by SAP AG For taking into account the parameter changes, the server systems must be restarted. In a production environment, schedule always these operations during a specific low traffic period: A downtime is necessary and this process can temporarily decrease the performances of SAP CC. Consult the “High Availability” section in this document [page ]. You need to back up your system landscape regularly to ensure that you can restore and recover it in case of failure. Backup and Restore Strategy The backup and restore strategy for SAP CC 4.0 consists of two parts:  Backup and restore coverage for each component (see table below)  Cross-system data dependencies and handling The backup and restore strategy for your system landscape should not only consider SAP systems but should also be embedded in overall business requirements and incorporate your company’s entire process flow. In addition, the backup and restore strategy must cover disaster recovery processes, such as the loss of a data center through fire. It is most important in this context that you ensure that backup devices are not lost together with normal data storage (separation of storage locations). Based on the type of application data a component holds, we have used a categorization scheme that can be used to analyze the backup requirements of any system component and to easily determine an appropriate backup method for this component. The following table contains the component list of SAP CC 4.0 and the appropriate categories: SAP CC 4.0 Component Category Data for Backup and Restore Backup Method for Application Data Core Server X Original application data, data exchange with other systems, data managed by a DBMS, not based on SAP WebAS  Application data: Back up the data and ensure data consistency with other systems  Software: Backup is necessary  Software configuration: Backup is necessary  Logs: Backup is necessary File backup Database backup BART Server X Original application data, data exchange with other systems, data managed by a DBMS, not based on SAP WebAS  Application data: Back up the data and ensure data consistency with other systems  Software: Backup is necessary  Software configuration: Backup is necessary  Logs: Backup is necessary Database backup Diameter Server II Only software and configuration information, no application data NOTE Data exchange with other systems  Application data: No data backup is required  Software: Initial software backup after installation and backup after changes have been applied  Software configuration: Backup is necessary  Logs: Backup is required NOTE After a system crash, you can use any of the procedures to restore your component:  Perform a new installation and restore the configuration  Restore the backup of the software and the software configuration N/A CT Server IX  Application data: Back up the File backup SAP CC 4.0 Component Category Data for Backup and Restore Backup Method for Application Data Original application data, data exchange with other systems, data not managed by a DBMS application specific file system (tax journal files)  Software: Backup is necessary  Software configuration: Backup is necessary  Log files: Backup is required IEC IX / X Original application data, data exchange with other systems, data managed or not managed by a DBMS  Application data: Back up the application specific file system and ensure data consistency with other systems  Software: Backup is necessary  Software configuration: Backup is necessary  Logs: No backup is required File backup Database backup Core Tool II Only software and configuration information, no application data  Application data: No data backup is required  Software: No backup is required  Software configuration: No backup is required  Logs: No data backup is required N/A BART Tool II Only software and configuration information, no application data  Application data: No data backup is required  Software: No backup is required  Software configuration: No backup is required  Logs: No data backup is required N/A CAT Tool VI Original application data, data exchange with other systems, data not managed by a DBMS  Application data: Back up the application specific file system (scenario files)  Software: No backup is required  Software configuration: No backup is required  Logs: No backup is required File backup Simulation Tool VI Original application data, standalone system, data not managed by a DBMS  Application data: Back up the application specific file system (simulation files)  Software: No data backup is required  Software configuration: No backup is required  Logs: No backup is required File backup General Recommendations You must regularly test your backup and restore strategy. A single test is insufficient, since the SAP CC 4.0 system landscape is likely to change and render a given strategy redundant. System administrators need an up-to-date backup and recovery strategy to restore failed systems. SAP recommends that you perform a backup:  After the initial installation and configuration of the SAP CC 4.0 system landscape  After specific changes, such as changes to the configuration, software update of individual components, or replacement of components made to the system landscape. This of course depends on the frequency of such changes. When you decide which components or which parts of the components to back up, consider the following factors:  Time required for a complete reinstallation  Time required for additional configuration  Effects of the expected downtime of one or more infrastructure components with regard to the overall availability of the landscape A backup process must ensure:  Logical consistency Restore the SAP CC 4.0 system landscape (cross-system data consistency) to a consistent status: The restoration applies at document level at the time of the backup. This includes the successful rollback of all open business transactions with respect to the exchange of data.  Physical consistency Restore individual SAP CC 4.0 components to a consistent state, followed by a successful startup of the restored components, and a successful reconnection to other components. Physical consistency provides a working runtime environment in which newly created business data can be exchanged. This is required to develop a transactional conduct on user level to react to broken workflows and outdated documents appearing after the restoration. Detailed Backup and Restore When you plan a backup and restore strategy for application data, software and configuration files, you must consider the following elements:  Operating system  Database data files  Database software  SAP software and file systems  Log files (SAP and others)  Software of other system components (file systems and configuration files) A component that has application data (a database, for example) usually comprises application software and configuration files (runtime infrastructure) that need a backup as well. A component, which contains no application data, may comprise configuration files and software that require a backup. The following table lists various elements of components and details the necessary data that needs backup or needs to be restored in each category. SAP CC 4.0 Component Online Charging Offline Charging Core Server Yes Yes Core Database Yes Yes Core Tool Yes Yes Simulation Tool Yes Yes Diameter Server Yes - BART Server - Yes BART Database - Yes BART Tool - Yes IEC - Yes CAT Tool - Yes CT Server Yes Yes Online and offline charging: Core Server, Core Database, Core Tool SAP CC 4.0 Component Data to be Backed Up Data Location Backup Recommended Backup Frequency Core Server Software Files created by SAPInst in the appropriate folder (/usr/sap/<SID>/SYS/profile/) NOTE Each instance of the Core Server has its own installation folder.  Once a month to once a week  After installation or maintenance changes Software Configurati on  Files in /usr/sap/<SID>/<INSTANCE_ID>/config / folder (for each instance)  Configuration data records in database (see Core Database detailed in this table)  Once a month to once a week  After installation or maintenance changes Application Data  Data is mostly stored in the Core Database detailed in this table  Some important data files See Core Database Logs Files in /usr/sap/<SID>/<INSTANCE_ID>/work/ folder (for each instance) Once a month to once a week SAP CC 4.0 Component Data to be Backed Up Data Location Backup Recommended Backup Frequency Core Database Software Depends on your RDBMS After installation and after maintenance changes Software Configurati on Depends on your RDBMS After installation and after maintenance changes or once a month to once a week Application Data In the database Once a month to once a week Logs Depends on your RDBMS Core Tool Software Files in default installation folder (<HOME>/) Software Configurati on Files in <HOME>/config/ folder (default installation) Simulation Tool Application Data Simulation files (xml format) are located by the users. Online Charging with Diameter Server SAP CC 4.0 Component Data to be Backed Up Data Location Backup Recommended Backup Frequency Diameter Server Software Files created by SAPInst in the appropriate folder (/usr/sap/<SID>/SYS/profile) After installation and after maintenance changes Software Configurati on Files in /usr/sap/<SID>/<INSTANCE_ID>/config/ folder After installation and after maintenance changes or once a month to once a week Logs Files in /usr/sap/<SID>/<INSTANCE_ID>/work/ folder Once a month to once a week Offline Charging with BART Server, BART Database, BART Tool, IEC, and CAT Tool SAP CC 4.0 Component Data to be Backed Up Data Location Backup Recommended Backup Frequency SAP CC 4.0 Component Data to be Backed Up Data Location Backup Recommended Backup Frequency BART Server Software Files created by SAPInst in the appropriate folder (/usr/sap/<SID>/SYS/profile)  Once a month to once a week  After installation or maintenance changes Software Configurati on Files in /usr/sap/<SID>/<INSTANCE_ID>/config/ folder  Once a month to once a week  After installation or maintenance changes Application Data Data is stored in the BART Database detailed in this table See BART Database Logs Files in /usr/sap/<SID>/<INSTANCE_ID>/work/ folder Once a month to once a week BART Database Software Depends on your RDBMS After installation and after maintenance changes Software Configurati on Depends on your RDBMS After installation and after maintenance changes or once a month to once a week Application Data In the database Once a month to once a week Logs Depends on your RDBMS IEC Software Files in default installation folder (<home>/) Software Configurati on Files in <HOME>/config/ folder (default installation) After installation and after maintenance changes or once a month to once a week Application Data Data are stored in the IEC Database detailed in this table See IEC Database Logs Files in <HOME>/logs/ folder (default installation) IEC Database Software Depends on your RDBMS Software Configurati on Depends on your RDBMS After installation and after maintenance changes or once a month to once a week Application Data In the database SAP CC 4.0 Component Data to be Backed Up Data Location Backup Recommended Backup Frequency Logs Depends on your RDBMS BART Tool Software Files in default installation folder (<HOME>/) Software Configurati on Files (*) CAT Tool Software Files in default installation folder (<HOME>/) Software Configurati on File and database Application Data Files Special: CT Server SAP CC 4.0 Component Data to be Backed Up Data Location Backup Recommended Backup Frequency CT Server Software Files created by SAPInst in the appropriate folder (/usr/sap/<SID>/SYS/profile) After installation and after maintenance changes Software Configurati on Files in /usr/sap/<SID>/<INSTANCE_ID>/config/ folder After installation and after maintenance changes or once a month to once a week Application Data Tax Journal (EZTax Log Files) Logs Files in /usr/sap/<SID>/<INSTANCE_ID>/work/ folder Once a month to once a week The locations of the folders containing files are chosen at installation time and may differ from the table above. CC_EZTAX Central Repository When your system landscape includes functions to manage the US taxes for telecommunications, you have to back up and restore a central repository CC_EZTAX that includes few software files and data related to the BillSoft EZTax software: SAP CC 4.0 Component Data to be Backed Up Data Location Backup Recommended Backup Frequency CC_EZTAX Central Repository Software Files created by SAPInst in the appropriate folders of CC_EZTAX repository:  /jar/ contains the file eztax.jar  /lib/ contains EZTax library files (*.dll, *.so)  Once a month to once a week  After installation or maintenance changes Software Configuration Not applicable Application Data  transervdesc.txt file  EZTax database files (CC_EZTAX/db/) See Core Database Logs Not applicable The following sections describe specific information about the various elements you must consider, such as, the operating system used, the database software, and so on, when you plan a backup and restore strategy for application, software, and configuration files. Operating System, Software and Configuration Data Apart from business-critical application data (generally held in databases), you can also back up the system and application software (including configuration files). If you do this, you do not have to reinstall the system and application software if the software becomes damaged. It is always possible to reinstall the operating system, software, and configuration data. However, reinstallation and configuration can take a long time. Therefore, if a backup of the software and configuration is available, you can reduce the time needed to restore your system after a system failure. Online Backup The data contained in the database can be backed up online; however, it is not possible to do the same for the runtime infrastructure. An online backup refers to the system landscape and not the databases that contain the business-critical application, or the infrastructure components. If you perform a backup while the server is running, open files may not be backed up. File System Backup versus Full System Backup A file system backup only applies to specific files or files systems, whereas a full system backup applies to all files and file systems, including the operating system. After installation of new software components, certain entries in the configuration files of the operating system cannot be found in the file systems in which the software installation occurred. SAP therefore recommends that you perform a full system backup after installation, and that you back up the file systems of the installed software and the operating system on a regular basis. For more information concerning possible backup scenarios, see on SAP Service Marketplace at:  Advanced Technology Group  Backup & Restore  Documentation . Database for SAP CC 4.0 SAP recommends that you run the database in archive mode. This means that all actions on the database that modify data are recorded by the database and written to a transaction log. With regular full backups of your database (either offline or online), as well as a complete set of transaction logs since the last backup, it is possible to restore a crashed database to any point in time before the database crashed. SAP CC 4.0 Component Database Application Data for Backup and Restore Backup Method for Application Data Core Server Core Database Business critical original data (master data) Configuration data of the software component (Core Server) RDBMS supplier relevant method(s) and tools BART Server BART Database Business critical data (master data) Business critical data (transactional data): CDR Configuration data of the software component (BART Server) RDBMS supplier relevant method(s) and tools Backing up a Database To ensure recoverability of your system, it is recommended to regularly backup the Core and BART databases. When using Oracle or Microsoft SQL Server RDBMS, refer to the normal database procedures. When using a Sybase ASE database, refer to the SAP Notes and , which describes how to setup automatic backups of data and log files. For SAP Convergent Charging, we recommend to dump transaction logs at least every hour to ensure that the logs do not fill up the devices. Restoring a Database Restore the Core Database or the BART Database using the normal database procedures. See the database documentation for details. SAP CC 4.0 Third-Party Components The following table lists various elements of components and details the necessary data that needs backup or needs to be restored in each category. BillSoft EZTax Component Category Data for Backup and Restore Backup Method for Application Data BillSoft EZTax X Original application data, data exchange with other systems, data managed by a DBMS, not based on SAP WebAS  Application data: Backup the data and ensure data consistency with other systems  Software: Backup is necessary  Software configuration: Backup is necessary  Logs: Backup is necessary File backup Further Information Backup and Restore SAP Notes Check SAP Service Marketplace at regularly, to see which SAP Notes are available for a Solution Operations Guide. Automated Periodic Tasks This chapter describes all automatable tasks required to run periodically in order to keep the application running smoothly over time. Such tasks may be required on component level and are therefore relevant in each scenario that uses the component. It is important that you monitor the successful execution of these tasks on a regular basis. Core Server Tasks Automated Periodic Task Scheduling Tool Recommended Frequency Description Business task: Periodic fee management or another application Every day at midnight To have valid data for the invoicing and billing processes, SAP CC must compute all the relevant periodic fees. This computation must be compliant with the billing process and potential billing cycles.  An external scheduler can be plugged by the implementation project team to regularly trigger the activation of periodic fees for provider contracts or subscriptions. Refer to the relevant documentation.  SAP CC provides an internal scheduler to trigger the automated activation of periodic and one-off fees (see recurring rates and one-shot rates) of subscriptions for end customers. This scheduler does not take into account the provider contracts. Refer to the System Parameter Reference about the configuration of the ACTIVATION_SCHEDULER_ENABLED parameter and other related parameters. See the SAP CC Library (Application Help) Automated Periodic Task Scheduling Tool Recommended Frequency Description for more information about the activation process. NOTE Consult also the manual triggering of the activation of periodic fees. Business task: Subscriber account expiration alert management Every day at midnight Disabled by default See the SAP CC Library (Application Help) for more information about the subscriber account expiration function. See the System Parameter Reference about the configuration of the EXPIRATION_ALERT_SCHEDULER_ENABLED parameter and other related parameters. Technical task: Heartbeat mechanism Every 2 seconds or less See the Parameter Reference for more information about the heartbeat function of the instances of the Core Server. See the Parameter Reference about the configuration of the HEARTBEAT_POLLING_PERIOD parameter and other related parameters. Technical task: Refreshing the data caches (offer level) Every 5 minutes See the Parameter Reference for more information about the refresh function of offer business objects. See the Parameter Reference about the configuration of the REFRESH_SCHEDULER_ENABLED parameter and other related parameters. Technical task: Cleanup of rating records Every day at midnight Disabled by default See the SAP CC Library (Application Help) for more information about the obsolete prerating function. See the Parameter Reference about the configuration of the CLEANUP_SCHEDULER_ENABLED parameter and other related parameters. Technical task: Purging expired allowances Every day at midnight See the SAP CC Library (Application Help) for more information about the purge mechanism dedicated to expired allowances. Core Database Tasks Automated Periodic Task Task Scheduling Tool Recommended Frequency Description Oracle database periodic optimization RDBMS Tool Weekly or monthly according to your traffic See the “Detailed Periodic Tasks” section BART Server Tasks Automated Periodic Task (BART Server) Task Scheduling Tool Recommended Frequency Description Managing batch rating and charging sessions (using jobs) Weekly or monthly according to your business traffic Jobs can be configured in the BART Server system for scheduling batch rating and charging sessions. See the BART Tool documentation in SAP Help Portal at the following location:  SAP CC 4.0  Administration and Maintenance  BART Tool  Jobs  . Specific tool depending on the customer implement ation project Weekly or monthly according to your business traffic The periodic triggering of batch charging operations is managed in an external system connected to the BART Server via the HCI technical interface. BART Database Tasks Automated Periodic Task Task Scheduling Tool Recommended Frequency Description Oracle database periodic optimization RDBMS Tool Weekly or monthly according to your traffic See the “Detailed Periodic Tasks” section Automated Periodic Task Task Scheduling Tool Recommended Frequency Description Database cleaning (using jobs) Weekly or monthly according to your traffic Jobs can be used for scheduling database cleaning. See the BART Tool documentation from the SAP Help Portal at the following location:  SAP CC 4.0  Administration and Maintenance  BART Tool  Jobs  About Jobs . Purge and archive of outdated data (CDRs) RDBMS Tool Monthly See the Configuration Guide about the procedures to archive transaction data (CDRs). These procedures are automated or can be manual. Diameter Server Tasks Automated Periodic Task Task Scheduling Tool Recommended Frequency Description CT Server Tasks Automated Periodic Task Task Scheduling Tool Recommended Frequency Description N/A There is no automated periodic task Required Manual Periodic Tasks This chapter describes all manual tasks required to run periodically in order to keep the application running smoothly over time. A manual task needs a person to for each execute in opposite to the scheduled tasks listed above which can be automated using a task scheduler program. Such tasks may be required on component level and are therefore relevant in each scenario that uses the component. It is important that you monitor the successful execution of these tasks on a regular basis. CAUTION The periodic tasks are defined by a frequency or must be triggered by an event. For example, a manual task can be necessary after certain executions of a job. Core Server Tasks Manual Periodic Task (Core Server) Tool Supporting this Task Recommended Frequency or Survey Description Monitor and change the sizes of data caches Weekly or Monthly In a production system, check the cache sizes every week if a lot of provisioning is done in your system landscape, every month otherwise. With the Admin+ user interface, check the values of the SUBSCRIPTION_CACHE_STATUS, GUIDING_CACHE_STATUS and SESSION_STATUS indicators. Here are a few signs indicating that you should increase the size of a cache:  The remaining free memory is less than 20% of the total memory of the cache  The fmem field is less than 50MB  The miss field is a lot greater than the e field  A NOT_ENOUGH_SPACE error is logged in traces files NOTE For defining the new sizes of these data caches, you can use the determination method detailed in the SAP CC Configuration Guide without creating new objects. Use the SUBSCRIPTION_CACHE_STATUS, GUIDING_CACHE_STATUS and SESSION_STATUS indicators to know how many objects are stored in the caches and you can compute the average size of one object. System operation: Purge technical data necessary to the safe operation management (with the purge_id empotenc y command) Daily, weekly or monthly The period must be determined during the implementation project phase If your SAP CC system landscape provides refill services NOTE For defining the purge period refer to the SAP CC Configuration Guide. Manual Periodic Task (Core Server) Tool Supporting this Task Recommended Frequency or Survey Description Business task: Periodic fee management Admin+ or another application Monthly or business dependent To have valid data for the invoicing and billing processes, SAP CC must compute all the relevant periodic fees. This computation must be compliant with the billing process and potential billing cycles.  An external triggering can be plugged by the implementation project team to manually trigger the activation of periodic fees for provider contracts or subscriptions. Refer to the relevant documentation.  Use the start_activation command or the start_contract_activation command of Admin+ to manually trigger the activation of periodic and one-off fees (see recurring rates and one-shot rates) of subscriptions for end customers. See the SAP CC Library (Application Help) for more information about the activation process. NOTE Consult also the automated triggering of the activation of periodic fees. Maintain the Public Holidays Core Tool Yearly Before the end of the year, maintain the public holidays Check the available space Archive the log files Yearly To be fine determined You can have to archive the logs. The periodicity depends on the system configuration and on the available space of your platform Update the VAT rates Rare and not periodic You must update the VAT rates known by the SAP CC system for legal reasons Update the VAT rules Rare and not periodic You must update the VAT rates known by the SAP CC system for legal reasons Manual Periodic Task (Core Server) Tool Supporting this Task Recommended Frequency or Survey Description Update the BillSoft EZTax installation for all the Taxer instances BillSoft EZTax Monthly Update Monthly Before the end of the current month Every month, before the end of the month, BillSoft sends an updated version of EZTax that contains the tax rates for the next month. This update should ideally be launched before the end of the current month (see the maintenance procedure [page ]. Old tax rates are always logged in the new releases of EZTax. CAUTION Do not stop all the Taxer instances at the same time. Update the DST rules SAP JVM Rare and not periodic The daylight saving time rules can change and may impact your business for specific regions Update the list of ISO currencies Rare and not periodic The SAP User should import an up-to-date list of ISO currencies Update the list of SAP currencies Not periodic In an integrated scenario with SAP ERP/FI-CA of the SAP Business Suite, the SAP User should manually synchronize the SAP CC 4.0 system each time the SAP currencies are changed in the SAP ERP system Maintain the master data of the service provider Not periodic During the production phase, you may need to change the master data related to the pricing configuration for a service provider. Model the changes of the objects In the catalog, test the changes with a quality landscape, and transport the changes to the production system. EXAMPLE Create a new charge plan for a new option added to the marketable services. Process rerating in case of mistakes in the invoices Not periodic Manual Periodic Task (Core Server) Tool Supporting this Task Recommended Frequency or Survey Description Relaunch the cache warm-up mechanism Rare and not periodic After a mass creation or maintenance operation of master data related to a very large volume of customers, we recommend that you manually trigger the data cache warm-up function of the SAP CC 4.0 system. Use the start_cache_warmup command. NOTE See the SAP CC Library (Application Help) for more information about the cache warm-up mechanism and the customer data provisioning processes. Core Database Tasks Manual Periodic Task (Core Database) Tool Supporting this Task Recommended Frequency or Survey Description Oracle database periodic optimization RDBMS Tool See the “Detailed Periodic Tasks” section Purge technical data relating to job operations performed via Web Services According to volumetry The frequency depends on the quantity of performed job operations Job operations performed via Web Services create technical data recorded in the WS_JOB table of the Core database. You need to periodically remove this data to ensure performances of your SAP CC system. Use the purge_job_record command. BART Server Tasks Manual Periodic Task (BART Server) Tool Supporting this Task Recommended Frequency or Survey Description Update the DST rules SAP JVM Rare and not periodic The daylight saving time rules can change and may impact your business for specific regions. Check the available space Trigger CDR offline acquisition Daily, weekly or monthly According to the type of business manage by SAP CC, you need to acquire the CDRs related to a day of business traffic. Manual Periodic Task (BART Server) Tool Supporting this Task Recommended Frequency or Survey Description Trigger batch charging Daily, weekly or monthly According to the type of business managed by SAP CC, you request the batch charging operations Specific tool depending on the customer implement ation project Daily, weekly or monthly The manual triggering of batch charging operations is managed in an external system connected to the BART Server via the HCI technical interface. BART Database Tasks Manual Periodic Task (BART Database) Tool Supporting this Task Recommended Frequency or Survey Description Oracle database periodic optimization RDBMS Tool After a campaign of acquisition sessions and rating sessions, it is recommended to perform this task See the “Detailed Periodic Tasks” section Purge and archive of outdated data (CDRs) RDBMS Tool Periodic 40 days by default See the chapter and Archiving, page [ ] Available for Oracle and MS SQL Server only Diameter Server Task Manual Periodic Task (Diameter Server) Tool Supporting this Task Recommended Frequency or Survey Description Update the DST rules SAP JVM Rare and not periodic The daylight saving time rules can change and may impact your business for specific regions. CT Server Task Manual Periodic Task (CT Server) Tool Supporting this Task Recommended Frequency or Survey Description Create tax journal (purge and archive of EZTax log files) BillSoft EZTax programs To be determined according to the frequency of invoices or the frequency of the tax declaration reporting The Communications Taxing Server stopped, archive by moving the EZTax log files and use the BillSoft EZTax programs for aggregating these logs. Update the BillSoft EZTax installation BillSoft EZTax Monthly Update Monthly Before the end of the current month Every month, before the end of the month, BillSoft sends an updated version of EZTax that contains the tax rates for the next month. This update should ideally be launched before the end of the current month (see the maintenance procedure [page ]. Old tax rates are always logged in the new releases of EZTax. Detailed Periodic Tasks Oracle Database Periodic Optimization After some time of using SAP CC 4.0, it becomes possible and necessary to analyze and optimize the Oracle database tables/indexes of the specific users reserved for SAP CC. To ensure high level of performance with SAP CC, SAP AG recommends that you optimize the Oracle database usage by regularly launching the commands below. They can be applied with the Core Database system and the BART Database system. Use the following requests to analyze and optimize the tables by estimating the statistics for a database schema: CONNECT system/manager EXEC dbms_stats.gather_schema_stats(ownname => '<schema name in uppercase>', cascade => true, estimate_percent => 10, degree => 8); ALTER SYTEM flush shared_pool; The estimate_percent and degree parameters can be changed according to the accuracy of the estimation required and the degree of parallelism required, ideally set to twice the number of CPUs of the host. Note that this estimation is only useful when the database has a considerable volume of data stored. NOTE The above procedure can be automated so that it is performed periodically (for example: monthly or weekly) during a specific low traffic period: This process will temporarily decrease the performances of the database and SAP CC 4.0. Time Zones SAP CC 4.0 does not manage time zones but it uses the local time of the host machines. All the hosts of the SAP CC landscape must have the same operating system time zone. CAUTION Once installed, do never change the OS time zone of the machines that host the components of SAP Convergent Charging. Daylight Saving Time (DST) Updates SAP CC 4.0 manages the DST (also called summertime) by using data provided by the SAP JVM. When DST rules are modified or created, you must update your landscape by updating all the JVM installations. The SAP JVM includes both rules for daylight saving times and descriptions of global time zones in a unique container. For updating the DST rules, you have to update your landscape by applying the procedure outlined in SAP Note . EXAMPLE By default, SAPInst stores the SAP JVM for SAP CC in the folder:  <DRIVE>:\usr\sap\<SID>\SYS\exe\jvm\NTI386\sapjvm_6.1.010\ or  /usr/sap/<SID>/SYS/exe/jvm/<OS_PLATFORM>/sapjvm_6.1.010/ Note that SAP Convergent Charging does not use the data related to descriptions of time zones as it does not manage time zones and uses only the local time of the hosts. CAUTION Changing the time zone of the host is not a possible workaround for a lake of DST rules. Contact first your SAP Support Team. Allowances Purge Mechanism When using the Allowances Management feature, it is necessary to regularly purge allowances from the back-end database in order to avoid latency and ensure the global performance of the system. This purge mechanism can be executed:  Manually, using the start_purge_allowances command of the Admin+ user interface and specifying the following parameters:  A reference date, which is used to determine the list of expired allowances to remove  A maximum throughput, which corresponds to the maximum number of provider contracts per second that each Rater can consider during allowances purge operations, and thus control the impact of these operations on the global performance of the system For further information about this command, refer to the SAP CC User Interfaces documentation  Automatically, using a dedicated scheduler which must be configured as described in the SAP CC 4.0 Configuration Guide documentation Both manual and scheduled executions of the purge operations log the following information when starting and stopping:  The number of provider contracts whose allowances have been successfully purged  The number of provider contracts containing allowances which could not be purged  The number of allowances successfully purged in contracts NOTE In addition to the log information, the following indicators are available to get the reference dates of the last manual or scheduled purge operation:  ALLOWANCES_PURGE_LAST_TRIGGER  ALLOWANCES_PURGE_SCHEDULER_LAST_TRIGGER For further information about these indicators, refer to the SAP CC 4.0 System Parameter Reference documentation. SAP CC 4.0 features some load balancing functions. To achieve load balancing, multiple instances of a server system are started at a time on the same or different host machines. SAP CC 4.0 Component Program Load Balancing Description Core Server Dispatcher instance Function included Several dispatcher instances can be installed The connected client applications perform the load balancing by using the Java API of SAP CC 4.0 Guider instance Function included Several guider instances can be installed Rater instance Function included Several rater instances can be installed Bulkloader instance Function included Several bulkloader instances can be installed SAP CC 4.0 Component Program Load Balancing Description (Optional) Taxer instance (Optional) Function included Several taxer instances can be installed Updater instance No load balancing is possible CAUTION Only one instance is active. Diameter Server Main server program Implementation tasks required on client application side Several programs can be installed on several hosts in the system landscape The connected client applications are responsible for managing load dispatching BART Server Main server program N/A Batch mode scenario Load balancing function is only used for real time scenarios CT Server Main server program N/A Batch mode scenario Load balancing function is only used for real time scenarios Several programs can be installed on several hosts in the system landscape SAP Gateway is used for load balancing Detailed Load Balancing The following functions are provided with SAP CC 4.0 to ensure the load balancing of the solution. Core Server Load Balancing Method (Core Server) Description Tools to be Used Load Balancing Method (Core Server) Description Tools to be Used Intelligent load balancing management The master dispatcher instance of the Core Server is responsible for the load balancing functions of some other instances (Guiders, Raters, Taxers). Once installed and started, these types of instances are immediately taken into account by the Master Dispatcher Instance and by the other Dispatcher Instances. The master dispatcher instance is in charge of the replications and synchronizations of data (data cache management with relevant invalidations). No specific tool The Master Dispatcher Instance of the Core Server has this function Round robin for accessing the dispatcher instances The Java based client applications that use services of the Core Server connect seamlessly to one or other Dispatcher instances. The load balancing function is embedded in the Java API of SAP CC 4.0. The client application uses the Java API of SAP CC 4.0 For more information about the master dispatcher instance of the SAP CC Core Server system, see the SAP CC Library (Application Help) on SAP Service Marketplace (SMP) at the following location:  Plan . Diameter Server Load Balancing Method (Diameter Server) Description Tools to be Used Load dispatching made by the client application Several Diameter Server programs can be installed in the landscape. The Diameter Server is a stateless server that has no application data:  There is no need to replicate data  Each installed Diameter Server program is autonomous and there is no need of updating simultaneously with data The client application CT Server Load Balancing Method (CT Server) Description Tools to be Used Load balancing of SAP Gateway The SAP Gateway can be in charge of the load balancing to each CT Server. There is no need to replicate data. SAP Gateway Load Balancing Method (CT Server) Description Tools to be Used The different CT Server programs must have the same version of BillSoft EZTax with the last monthly update. The user has to archive the tax journals (EZTax log files) and merge them with the BillSoft EZTax programs. For more information, see the SAP Gateway documentation about the load balancing functions from the SAP Help Portal at:  SAP NetWeaver  SAP NetWeaver 7.0 including EHP1  System Administration  Technical Operations Manual  General Administration Tasks  Administration of SAP NetWeaver Systems  AS ABAP (Application Server for ABAP)  Administration  Connectivity  Gateway Administration  . Setup Change Core Server If the initial business traffic increased a lot, you may need to add some rater instances of the Core Server to your production landscape. You have to follow the sizing guidelines to determine the instances you need to add. When installing a new instance on an existing or new host, the traffic for rating and charging services will be automatically reorganized with all the running rater instances. You can also add other types of instances of the Core Server: Taxer, Guider, and Dispatcher. Troubleshooting In case of difficulties with the business traffic, you can explore two solutions:  Fine tune the existing platform  Add instances and hosts to your landscape Generated temporary technical data can be regularly removed if not needed anymore. The tasks to be performed for this purpose are listed in the above chapter , see page [ ]. Potential Outdated Technical Data SAP CC System Description Core Server The SAP CC Core Server System generates technical data files as output results of the business processes (rating, charging, rerating and refilling). The management of these files depends on the scenario for your landscape:  Standard scenario  Integrated scenario SAP CC System Description See the next sections for details. BART Server The SAP CC BART Server System acquires and stores technical data named Consumption Detail Record (CDR) in the BART Database. This data is used as input for the offline charging process and may become outdated. See the and Archiving section, page [ ] for details. Diameter Server None CT Server None Core Server: Standard Landscape SAP CC System Description Location Core Server  Rater instances The rater instances of the Core Server System generate voluminous charged item files and refill record files that must be transmitted to a third-party billing system. Depending on the integration between the SAP CC Core Server system and this external system, these files can become outdated. In a scenario with such an external system, you can consult the system configuration of the Core Server to determine if these files are automatically removed by SAP CC or if they should be regularly archived. In the repository <WORKING_DIRECTORY>, the files are temporarily stored in the subfolders: /CC_POSTPAID/ /CC_PREPAID/ The <WORKING_DIRECTORY> is a particular shared central repository defined at the installation time. See the Installation Guide for more details. NOTES  The current system configuration may be different than the default configuration. Check the configurations of the rater instances of the SAP CC Core Server system.  Some voluminous error files may exist in these folders. Do not remove them. See the section, page [ ] for details about problems with charged item files or refill record files. Core Server: Integrated Landscape SAP CC System Description Location SAP CC System Description Location Core Server  Rater instances  Bulkloader instances The rater instances of the Core Server system generate voluminous charged item files and refill record files that must be transmitted to a third-party billing system. In the repository <WORKING_DIRECTORY>, the files are temporarily stored in the subfolders: /CC_POSTPAID/ /CC_PREPAID/ The <WORKING_DIRECTORY> is a particular shared central repository defined at the installation time. See the Installation Guide for more details. In an integrated scenario with SAP ERP and SAP CRM components from SAP Business Suite, these files are used by the SAP CC 4.0 Core Server and they are automatically removed by default:  Charged item files  Refill record files  Notification files NOTES  The current system configuration may be different than the default configuration. Check the configurations of the Rater instances and of the bulkloader instances of the SAP CC Core Server system.  Some voluminous error files may exist in these folders. Do not remove them. See the section, page [ ] for details about problems with charged item files or refill record files. Log Files The log files produced by the SAP CC 4.0 Server Systems are not considered as outdated technical data. Their volume must be checked or monitored. High availability applications allow you to maximize downtime security and minimize downtimes. You can achieve this objective controlling the growth of redundant data and by implementing suitable logic to control redundant systems. At SAP AG, the focus on high availability (HA) is always directed at business applications and their related components. SAP relies on the high availability applications of partner products with regard to the components such as, the operating system, database, and hardware, which are mandatory for implementing the infrastructure. NOTE For more information, see on SAP Service Marketplace at: . To gain competitive advantage, you must think of a collaborative business. This means integrating existing heterogeneous system landscapes to include business partners, customers, and suppliers. The responsibilities concerning the use of a high availability application should be divided between customers, partners, and SAP as described below:  Customer  Decision for and against high availability applications  Operation of a high availability environment  Partner  Provisions for hardware, infrastructure, and high availability applications  Implementation of a high availability application at customer using their own technology or SAP technology  SAP  Supports and provides technologies to enable the implementation of partner high availability applications  No certification of high availability applications of individual partners NOTE For more information, see on SAP Service Marketplace at: . The trend is towards open system architectures in which end-to-end business processes combined with Web services run on multiple distributed application components. Such environments demand high availability not only for single components, but also for entire scenarios. NOTE SAP AG, along with partners, has developed a range of high availability applications, which many customers have already in use. The applications you choose will vary according to your system landscape. Ensure that you discuss your plans with your SAP consultant and hardware partner before implementation. Downtimes Downtime defines the time during which you cannot use a system or a resource productively. Irrespective of how the SAP system landscape is defined (with or without a high availability application); a breakdown of one or several components always requires action. To cope with these exceptional situations, it is imperative to ensure that the necessary resources are available in the event of malfunctions, problems, queries, such as an SAP specialist or a network administrator. There are two types of downtimes described in the following chapters:  Planned Downtimes  Unplanned Downtimes Planned Downtimes Planned downtime is the time for scheduled maintenance and upgrade during which a system cannot be used for normal productive operations. This time is used for a variety of purposes so that a system can function optimally and reliably. Some of the possible causes of planned downtime are as follows:  Parameter change  Update to Support Packages (SPs) or patches  Hardware maintenance  Landscape reorganization by adding/removing an instance (to the Core Server system)  Upgrades to new releases of SAP application components, database or operating system  Database reorganization  Database backup  Archiving of business data objects Preparation You must:  Agree upon a planned downtime in close cooperation between the IT department and the respective departments. This is the only way of defining the timeframe for the necessary downtimes, without restrictions being placed on the way the application works. A low traffic period is preferable.  Inform all those involved in advance about the upcoming system downtime  Keep the downtime as brief as possible Possible Maintenance Actions The following table lists the possible changes in SAP systems and the downtimes, which can be planned in each case to rectify the problem: Maintenance Action Downtime Downtime (HA Setup) Description Parameter changes Mandatory Recommen ded Most of the configuration parameter changes require a partial or complete restart of the relevant system. Maintenance Action Downtime Downtime (HA Setup) Description Hot modifications: Few parameters can be changed online with the configuration tools . Consult the SAP CC System Parameter Reference for details. Check the wanted changes and how they should be applied and schedule your downtime accordingly. In case of a HA setup, the downtime is not necessary but recommended. Always schedule the changes during a low traffic period. Patch for SAP CC Mandatory Recommen ded Patches can be installed with SAPInst. Consult their notes in order to schedule a downtime for your landscape. In case of a HA setup, the downtime is not necessary but recommended. Always schedule the patch implementation during a low traffic period. Support Package for SAP CC Mandatory Recommen ded Support Packages (SPs) can be installed with SAPInst. Consult their notes in order to schedule a downtime for your landscape. In case of a HA setup, the downtime is not necessary but recommended. Always schedule the SP implementation during a low traffic period. Maintenance of the host machine: OS, memory, storage, network Mandatory Recommen ded You must plan a downtime period. In case of a HA setup, the downtime is not necessary but recommended. Always schedule the changes during a low traffic period. Add or remove instances of the Core Server Not relevant Not relevant No downtime period is necessary. You can simply install and run new instances in the landscape. Ensure that the landscape keeps certain symmetry in term of different types of installed instances, their number and their distribution on the hosts. Maintenance Action Downtime Downtime (HA Setup) Description Maintenance of the SAP CC database Conditional Conditional Consult the documentation of your database about the maintenance downtime. RECOMMENDATION In case of HA setup, disconnect first the SAP CC system from the RAC instance you want to shut down. Use the admin_sql_connections command of the . Upgrade of SAP CC 3.0 to 4.0 Mandatory Mandatory You must plan a downtime period. Unplanned Downtimes Unplanned downtime is the time during which a system cannot be used for normal productive operations due to unforeseen failure in hardware or software components, or operator mistakes. Unplanned downtime can be extremely costly to an organization. The source of unplanned downtime can be in any of the layers that make up the complete software and hardware environment:  Front-end and middleware services for connection to the web, including the Internet Transaction Server (ITS), the SAP Web Application Server (SAP Web AS), and the SAP Enterprise Portal.  SAP system services of the individual application components of the SAP Business Suite – such as the Business Warehouse (BW), Business-to-Business Procurement (BBP) – and the SAP kernel.  Underlying hardware and software services, such as the database services, network and operating system services, and various hardware services, including servers, disks, memory, and uninterruptible power supply (UPS). The risk of unplanned downtimes occurring can be minimized by avoiding single point of failures (SPOFs) in a complex system landscape. For the different components in a complex system landscape, there are several ways of avoiding these SPOFs. Single Point of Failure No measures for avoiding unplanned downtimes specified in the following list are a safeguard against logical errors. You can only protect against logical errors by implementing the appropriate backup and recovery measures. The following table provides a list of SAP CC components, their SPOFs, and their corresponding high availability setup. SAP CC 4.0 Component Single Point of Failure Failure Description or Business Impact HA Setup Description SAP CC 4.0 Component Single Point of Failure Failure Description or Business Impact HA Setup Description Core Server Dispatcher instance Business critical: no external communication functions, no intelligent management of all other instance types of the server Already included Several instances must be installed on different hosts All instances are running and are active. Only one instance (named master) is responsible for the management of the instance map. Rater instance Business critical: no rating and no charging services, no balance management function Already included Several instances must be installed on different hosts Guider instance Business critical: no rating and no charging services can be provided Already included Several instances must be installed on different hosts Taxer instance Business critical: no rating and charging services with US telecommunication taxes. The VAT services are still available depending on the configuration of the server. Already included Several instances must be installed on different hosts Updater instance Business critical: no master data can be managed and no refill request can be processed Already included Several instances must be installed on different hosts All the updater instances are running but only one is active. The other instances are reserved for backup purpose. The interfaced applications must be able to contact all the updater instances. A particular implementation may be required. SAP CC 4.0 Component Single Point of Failure Failure Description or Business Impact HA Setup Description Core Database Database Business critical: SAP CC system is down Use the RAC edition of Oracle EE or SE In case of failure of an instance of the Oracle RAC Database, some events may not be charged. Use failover mechanism of MS SQLServer Diameter Server Server program Business critical: no rating and charging services can be provided via this channel Already included Several servers must be installed on different hosts All servers are running and are active. The network elements are configured with all the Diameter Servers. Other Component Single Point of Failure Failure Description or Business Impact HA Setup Description Operating System OS Memory (storage) Memory Business critical: system is down (no data or files can be created and stored) SAN or RAID technology Network Network elements Business critical: system is down (no communication) Redundant cabling Active components (hubs, switches, routers) Network Interface Card (NIC) SAProuter Network File System (NFS) NOTE The components or subcomponents of SAP CC 4.0 that are part of a batch mode scenario (offline charging) are not listed in this table: BART Server, BART Database, Communications Taxing Server (CT Server), Bulkloader instance of the Core Server. High Availability in SAP CC 4.0 High availability for SAP CC 4.0 is achieved through deploying its components with a specific landscape architecture. Only the components with real time services for online charging have a HA concept. HA Concepts Component Description Core Server See HA Setup See the SAP CC Library (Application Help) for more information about the mechanisms provided to ensure HA. Core Database High availability is only achieved with Oracle RAC SE or Oracle RAC EE Diameter Server See HA Setup BART Server HA not relevant This component is only used for the offline charging that is a batch processing mode that does not require high availability. BART Database HA not relevant This component is only used as backend for the offline charging that is a batch processing mode that does not require high availability. Communications Taxing Server HA not relevant The calculation of US taxes by SAP CI is performed in a batch mode that does not require high availability. How to define and install your landscape for high availability is described in the Sizing Guidelines available on SAP Service Marketplace (SMP) at the following location:  SAP CC 4.0  Plan or  SAP Business Suite Applications  SAP Convergent Charging  SAP CC 4.0  Plan . HA Setup Component HA Setup Description Core Server Several instances must be installed on different hosts on the landscape. Deployment rules and recommendations are provided in the Sizing Guidelines document for determining your technical landscape architecture. Consult the SAP CC 4.0 Installation Guide for applying the determined landscape architecture. Consult the SAP CC 4.0 Library (Application Help) for details about the mechanisms performed by the instances of the Core Server system for achieving the high availability. Core Database High availability is only achieved with Oracle RAC. Consult the documentation provided with this RDBMS. In case of failure of an instance of the Oracle RAC database, you may need to reset the communications with the SAP CC system using the Admin+ user interface. Component HA Setup Description Diameter Server Several servers must be installed on different hosts on the landscape. The network elements (ex.: Service Control Points (SCP)) in the intelligent network (IN) must be configured with all the installed Diameter Servers. High Availability for Third-Party Components For more information about high availability for database, operating system, hardware element, network element of disk technology, consult the SAP NetWeaver 7.0 EHP1 Technical Operations Manual at:  SAP NetWeaver  SAP NetWeaver 7.0 including Enhancement Package 1  System Administration Technical Operations Manual  General Administration Tasks  High Availability  SAP High Availability documentation . HA Setup Change Component HA Setup Description Core Server It is possible to add some instances of the Core Server system to improve the high availability. You have to determine the new instances to be added to the production landscape according to the sizing guidelines and just install and start these new instances:  Guider instances  Rater instances  Taxer instances Data purging and archiving allows you to:  Transfer data from the database to a file system, in order to later move this data in another consistent and secure storage system  Possibly definitively delete this source data, to decrease the global database size and increase the performance of the system CAUTION The purge and archive functionalities are only available for Sybase ASE, Oracle, and MS SQL Server. They are not available for IBM DB2. Core Server and Core Database To keep a constant volume size for the database or to control its maximum size, it is necessary to purge some data. This purge can be periodical or not, automated or manual. A database that is too large can dramatically decrease the global performances of SAP CC. You may want to define purge and/or archiving for:  Audit data  SAP CC stores audit information when the audit mode is on. No archiving mechanism is provided, but two commands of the Admin+ user interface give the possibility to purge the different data related to the Data Auditing feature. For further information about this purging mechanism, please refer below.  Allowances data  When the Allowances Management feature is used, SAP CC stores different information related to allowances. No archiving mechanism is provided, but it is possible to purge this data manually (using the Admin+ user interface) or automatically (using a dedicated scheduler). For further information about this purging mechanism, please refer below.  Idempotency management data  SAP CC stores information to ensure safe operation of either refilling services invocation or Web Services consumption. This data must be regularly purged to warranty high performances of the SAP CC system. Refer to the Periodic Tasks section in this guide. The old data is stored in the WS_IDEMPOTENCY table of the Core Database.  Technical data relating to job operations  SAP CC stores information about the execution of job operations performed via Web Services, such as the job status. This data is stored in the WS_JOB table of the Core Database, and must be regularly purged to ensure the global performance of the SAP CC system. For further information, refer to the Periodic Tasks section in this guide. BART Server and BART Database The following procedures enable the DBA to purge and archive outdated data (Consumption Detail Records). It is also explained how to reuse archived data. The purge can be periodical or not, automated or manual. The old data to be purged is stored in the CDR table of the database. The archive period cannot be less than the retention period configured at installation time (see PARTITION_DAYS on the PARTITION_PURGE table). Consult the SAP CC Configuration Guide for more information. Legal and local policy may also apply. NOTES  Refer to the purge and archive tables in the database schema to know the current configuration of the purge and archive process.  You must be connected as DBA to your RDBMS to use the following procedures. Sybase ASE The following table describes the procedures to use for configuring data purge and archive: Procedure overview Description MANAGE_ARCHIVE Use this procedure to copy the data to be purged into data files in a given directory. NOTES  The archived partitions are removed from the database  This procedure can also be used to remove data without archiving them into data files (using the “purgeWithNoArchive” argument described below) CAUTION Do not use this procedure if the archived database is not stored on a safe storage system (SAN or local RAID1-5 drive) IMPORT_ARCHIVE This procedure allows the DBA to re-import into the same database an existing archive. The following arguments are required for the MANAGE_ARCHIVE procedure:  destinationDirectory (nvarchar 1024, mandatory)  Destination directory in which archives are stored  checkCDR (integer, default 1)  0 means: Do not check the status of the CDRs to archive  1 means: Check the status of the CDRs to archive  force (integer, default 0)  0 means: Stop the procedure if CDRs are in status (0, 1, 7) for those dates (result of the request to check CDRs).  1 means: Do not stop the procedure if CDRs are in status (0, 1, 7) for those dates.  purgeWithNoArchive (integer, default 0)  0 means: archive and remove the partitions  1 means: only remove the partition The following arguments are required for the IMPORT_ARCHIVE procedure:  fromDate (varchar)  toDate (varchar)  archiveDBName (varchar) Oracle SE, Oracle EE This table describes the package procedures to use for configuring data purge and archive. Package procedure overview Description BART_ARCHIVE_PURGE. MANAGE_PURGE This procedure enables to perform a purge. It detaches automatically the tablespace as a transportable tablespace in order to archive the data. Store the purged data (transportable tablespace) and the data dump file (.dmp) on a removable backup media. BART_ARCHIVE_PURGE. MANAGE_PURGE_WITH OUT_ARCHIVE This procedure enables to perform a purge without archiving the purged data. CAUTION This procedure definitively destroys the data. BART_ARCHIVE_PURGE. IMPORT_ARCHIVE This procedure allows the DBA to re-import into the same schema an existing archive container that has been previously detached from this schema. NOTE Copy the archive to the SAN (in the appropriate directory) before applying this procedure and keep a backup copy for you. BART_ARCHIVE_PURGE. CLEAN_IMPORTED_ARC HIVE This procedure deletes all the partitions that have been re-created from existing archives. CAUTION This procedure destroys the data. You must have a backup of the archive before applying the procedure. The following arguments are required for the BART_ARCHIVE_PURGE.MANAGE_PURGE procedure:  checkCDR (integer, default 1)  0 means: Do not check the status of the CDRs to archive  1 means: Check the status of the CDRs to archive  force (integer, default 0)  0 means: Stop the procedure if CDRs are in status (0, 1, 7) for those dates (result of the request to check CDRs).  1 means: Do not stop the procedure if CDRs are in status (0, 1, 7) for those dates. The following arguments are required for the BART_ARCHIVE_PURGE.MANAGE_PURGE_WITHOUT_ARCHIVE procedure:  checkCDR (integer, default 1)  0 means: Do not check the status of the CDRs to be purged  1 means: Check the status of the CDRs to be purged  force (integer, default 0)  0 means: Stop the procedure if CDRs are in status (0, 1, 7) for those dates (result of the request to check CDRs).  1 means: Do not stop the procedure if CDRs are in status (0, 1, 7) for those dates. The following arguments are required for the BART_ARCHIVE_PURGE.IMPORT_ARCHIVE procedure:  fromDate (varchar)  toDate (varchar) MS SQL Server This table describes the procedures to use for configuring data purge and archive. Procedure overview Description MANAGE_ARCHIVE Use this procedure to copy the data to be purged in a new empty database. Manually detach this database to create an archive of the data including the old partitions. Store the archive on a removable backup media. MANAGE_PURGE This procedure removes the already archived partitions from the current database. CAUTION Do not use this procedure if the archive database is not stored on a safe storage system (SAN or local RAID1-5 drive). IMPORT_ARCHIVE This procedure allows the DBA to re-import into the same database an existing archive. The following arguments are required for the MANAGE_ARCHIVE procedure:  checkCDR (integer, default 1)  0 means: Do not check the status of the CDRs to archive  1 means: Check the status of the CDRs to archive  force (integer, default 0)  0 means: Stop the procedure if CDRs are in status (0, 1, 7) for those dates (result of the request to check CDRs).  1 means: Do not stop the procedure if CDRs are in status (0, 1, 7) for those dates.  archiveDBName (varchar) The following arguments are required for the IMPORT_ARCHIVE procedure:  fromDate (varchar)  toDate (varchar)  archiveDBName (varchar) Depending on the configuration of your SAP CC systems, the volume of the logs can increase. You have to monitor their sizes and determine a policy for archiving all the logs produced. Consult the section for details about the locations of these files; see [page ]. The Data Auditing feature gives the possibility to track the operations which are performed by users, and to record the before and/or after versions of the different master data impacted by these operations. Audit data are created according to the configuration of the AUDIT_ACTIVATION and AUDIT_OBJECT_ACTIVATION parameters, and all this data is stored in the following tables of the Core database:  USER_OPERATION  OBJECT_CHANGE_LOG  OBJECT_SNAPSHOT As the activation of the Data Auditing feature can lead to a large number of recorded audit data, it may significantly impact the performance of the whole SAP CC system. As a consequence, we highly recommend to execute purging operations, using the following commands of the Admin+ program:  purge_user_operations, which gives the possibility to purge the data related to the execution of user operations, stored in the USER_OPERATION table  purge_object_change_logs, which gives the possibility to purge the data related to both the object change logs and their associated object snapshots, stored in the OBJECT_CHANGE_LOG and OBJECT_SNAPSHOT tables NOTES  For further information about these commands, refer to the command-line help of the Admin+ user interface, or refer to the User Interfaces online documentation  For further information about the Data Auditing feature, refer to the Application Help documentation Software Change Management standardizes and automates software distribution, maintenance, and testing procedures for complex software landscapes and multiple software development platforms. These functions support your project teams, development teams, and application support teams. The goal of Software Change Management is to establish consistent, solution-wide change management that allows for specific maintenance procedures, global rollouts (including localizations), and open integration with third-party products. You have to maintain all your SAP Convergent Charging 4.0 systems up-to-date for all the system landscapes. You have to schedule regular maintenance and one-off maintenance activities. SAP CC Software Units Maintenance Regular Maintenance (Period) One-off Maintenance Core Server Monthly For the US Telco tax management function Yes Consult the Support Packages and Patch Implementation section in this document [page ] Diameter Server N/A No software change Yes BART Server N/A No software change Yes CT Server Monthly For the US Telco tax management function Yes Frontend Graphical User Interfaces All the standalone tools N/A No software change Yes Java Libraries Core SDK, BART SDK N/A No software change Yes Third-Party Components Maintenance Regular Maintenance (Period) One-off Maintenance Database System (RDBMS) Check with your provider Check with your provider Maintenance Regular Maintenance (Period) One-off Maintenance BillSoft EZTax Monthly For the US Telco tax management function N/A Regular maintenance is key to your systems. BillSoft EZTaz Technology Monthly Update Maintenance The monthly update of the BillSoft EZTax installation(s) is mandatory for the tax function for US telecommunications. You have to update three categories of units:  The BillSoft EZTax installations  A central repository CC_EZTAX used by SAP Convergent Charging  The relevant server systems of SAP CC (CT Server, Taxer instances of the Core Server) At the original installation time, SAPInst has created a specific central repository dedicated to the management of application data. It is named CC_EZTAX in the following procedures and may differ on your landscape. Maintenance of BillSoft EZTax Software You need to monthly update your BillSoft EZTax software and data.  It is installed on each machine that hosts one or several Taxer instances of the SAP CC Core Server.  It is installed on the machine that hosts the SAP CC Communications Taxing (CT) Server. Procedure: Consult the maintenance procedures from the BillSoft EZTax documentation. Maintenance of CC_EZTAX Central Repository You need to monthly update the CC_EZTAX central repository that includes EZTax software files and data required by SAP Convergent Charging software. It has been created at the installation time by SAPInst. This folder must contain the changed files:  the transervdesc.txt file  the subdirectories db, jar and lib:  db/ contains EZTax database files  jar/ contains the file eztax.jar  lib/ contains EZTax library files depending on the operating system: *.dll (MS Windows) or *.so (UNIX) Procedure: Once you have updated the BillSoft EZTax installations, you update the CC_EZTAX central repository by copying necessary files and directories listed above. NOTES  Verify if the CC_EZTAX central repository is shared by several SAP CC Server Systems: CT Server, Taxer instances of the Core Server. These systems will be automatically updated when you restart them.  Verify if the CC_EZTAX central repository is shared by another major version of SAP Convergent Charging. These systems will be automatically updated when you restart them.  Consult the Installation Guide for details and recommendations. Maintenance of Taxer Instances of the Core Server You need to monthly update your BillSoft EZTax software files and application data. It has been installed on each machine that hosts one or several Taxer instances of the SAP CC Core Server. The CC_EZTAX central repository must be up-to-date. Procedure:  Stop and restart sequentially all the Taxer instances of the Core Server. When restarting, each Taxer instance will update its local installation folder by copying all these files to the folder: /config/eztax/..  Use the Setup Tool user interface of SAP CC for updating the Core Database system with the latest transaction/service types declared in the transervdesc.txt file present in the CC_EZTAX repository:  Use the eztax importTSTypes command and this file for inserting the new types in the database  Use the of SAP CC for updating the relevant instances of the Core Server:  Start admin+ and log on as administrator  Use the refresh_transerv_list command for updating the Updater instance(s) CAUTION Do never stop all the Taxer Instances at the same time. Prefer updating one instance after the other. Maintenance of CT Server You need to monthly update your BillSoft EZTax software files and data on the machine that hosts the SAP CC Communications Taxing Server. The CC_EZTAX central repository must be up-to-date. Procedure: Stop and restart sequentially the CT Server(s). When restarting, the CT Server will update its local installation folder by copying all these files to the folder: /config/eztax/. RECOMMENDATION SAP AG recommends that you implement the delivered support packages and patches in your system landscapes. You can find the maintenance versions of SAP Convergent Charging 4.0 in the SAP Software Download Center (SWDC) in SAP Support Portal at the location: . The latest support package is always available. It includes a complete version of the SAP CC software component. You use this latest version as basis for an initial installation (new implementation project phase) or for an update of a production system (production operation phase). An SAP Note details the content of the version and the update procedures and lists the patch levels that are available. Support Packages (SPs) A support package is a complete maintenance version of the SAP CC 4.0 software. You can install it as initial version or you can update a system landscape with the latest version. It relates to all the server systems, user interfaces, and other applications of SAP Convergent Charging. NOTE SAP Convergent Charging 4.0 does not include any Support Package Stacks (SP-Stacks), which are sets of support packages. Before implementing and installing a support package, check in its SAP Note if a patch is available. NOTE SAP Convergent Charging 4.0 does not provide you with the support packages (SPs) in the Support Packages and Patches subarea in the SAP Software Download Center (SWDC) in SAP Support Portal. The support packages of SAP Convergent Charging 4.0 are available in the Installations and Upgrades subarea. Support Package Location You can find the latest version of SAP CC 4.0 on SAP Service Marketplace in SAP Support Portal at:  A-Z Index C  SAP Convergent Charging  SAP Convergent Charging 4.0  Installation . Patches A patch is a partial maintenance version of SAP CC 4.0. It relates to one or several software units. The following patches may exist: SAP CC Subcomponent System User Interface Software Description Main subcomponent Core Server CONVERGENT CHARGING 4.5 CORE TOOL 4.5 CC CORE SDK 4.5 Online and offline charging system Server system User interfaces Java libraries Optional subcomponents (server systems) Diameter Server DIAMETER 4.5 Online charging based on diameter communications BART Server BART SERVER 4.5 BART TOOL 4.5 BART SDK 4.5 Communications Taxing Server COMMUNICATIONS TAXING 4.5 Other subcomponents IEC  IEC 4.5  CAT TOOL 4.5 Simulation Tool SIMULATION TOOL 4.5 Software Units of SAP Convergent Charging 4.0 Patch Location You can find detailed information about the availability of support patches for SAP CC 4.0 on SAP Service Marketplace in SAP Support Portal at:  A-Z Index C  SAP Convergent Charging  SAP Convergent Charging 4.0 . SAP Notes SAP Notes provide detailed information on new support versions (support package or patch). They include the update procedures to implement a maintenance version of the SAP CC software component. CAUTION Refer to the relevant SAP Notes before implementing a support package (or a patch) to update your SAP CC 4.0 your system landscapes. Consult the update procedures and prerequisites in these documents. The SAP Note of a support package lists all the patch levels that relate to this support package. You plan the implementation of these support patches. EXAMPLE The following SAP Notes enable the implementation of the support package 01 of SAP Convergent Charging 4.0  - SAP CC 4.0 Support Package 01  - Upgrade or update to CC4.0 SP01 from previous installation You can easily update your system landscapes with these notes. Support Package Downloads A support package is included in a multispanning archive that is distributed to several files available for downloads. Download all the files in the same local repository and unpack the archive. NOTE Refer to the SAP Note for more information about multispanning archives. Once unpacked, the local repository includes a copy of an installation DVD. The name of the root directory is the SAP material number of the installation DVD. It includes several files and the DATA_UNITS directory. NOTE Refer to the SAP CC 4.0 Installation Guide for more information about the detailed content of an installation DVD. Implementation Plan Before you begin the actual update, you must first plan it carefully. This includes requesting all the SAP Notes you need. Careful planning is a prerequisite for a successful SAP system update. The update sequence includes the following main steps:  A: Update of the server systems of SAP Convergent Charging  B: Update of the client applications and systems that use the Java Library of SAP Convergent Charging  C: Update of the graphical user interfaces and the IEC applications of SAP Convergent Charging  Core Tool  BART Tool  CAT Tool  Simulation Tool  IEC RECOMMENDATION SAP AG recommends that you first update all the server systems of SAP Convergent Charging. Then you update all the client applications and systems connected to these SAP CC server systems:  SAP CC IEC  Graphical user interfaces (GUIs) of SAP Convergent Charging  External applications or systems that use the Java Libraries of the SAP Convergent Charging An updated application may change the data configuration that is not compliant with non-updated applications. Do not maintain a system landscape with different versions of the SAP CC server systems, different versions of the SAP CC GUIs and different versions of the SAP CC Java Libraries installed in the client applications or systems connected to a server system of SAP Convergent Charging. Updating the Server Systems CAUTION Refer to the relevant SAP Notes before implementing a support package (or a patch) to update the SAP CC 4.0 server systems in your system landscapes. Consult the update procedures and prerequisites in these documents. Overview You perform the update of the server systems with the SAPInst user interface on the SAP Global Host of each SAP CC system. The update consists in the following stages: Stages Core Server BART Server Diameter Server CT Server Data update in the database X X N/A N/A Consult the section about the regular maintenance for this server. SAP CC 4.0 software binaries update X X X X Server restart X X X X NOTE You do not need to stop the server systems before the update. If your system landscape has a HA setup, the system will continue. Preparation: Identify the Hosts To update a server system, you will have to launch the SAPInst program:  On the machines hosting the BART Server system, the Diameter Server system and the Communications Taxing (CT) Server system  On the global host of the Core Server system You must identify these hosts before starting the update. NOTE The SAP Global Host of a Core Server system is the first installed host of the SAP system. The SAP Central Instance is installed on this host and must be a dispatcher instance of the SAP CC system. To find the global host for the Core Server system:  Go to the following directory on any machine hosting instances of the Core Server system:  <DRIVE>:\usr\sap\<SID>\SYS\profile\ (MS Windows operating system)  /usr/sap/<SID>/SYS/profile/ (UNIX and other operating systems)  Open the profile file DEFAULT.PFL  See the value of the variable SAPGLOBALHOST Preparation: Copy the DVD To update a server system, you will have to launch the SAPInst program from the delivered DVD:  Go to the installation DVD. See the Installation Guide for more information about installation DVD.  Fully or partially copy the maintenance DVD to the host(s) of an SAP CC system . See the Installation Guide for more information about preparing the installation folders. Launch SAPInst To update a server system, you have to launch the SAPInst program:  On the machine hosting the server for the BART Server, the Diameter Server and the CT Server  On the global host for the Core Server  Execute the following procedure:  Go to the CC40_IM_* subdirectory in the installation folder where * is your OS. See the Installation Guide for more information about the installation DVD.  Start SAPInst by launching the sapinst.exe program for MS Windows or the sapinst program for other OSs.  Click SAP Convergent Charging  Software Life-Cycle Options  Update  Update – SAP Systems . NOTE You do not need to launch the SAPInst program from the other hosts of the Core Server system to implement a support package. The update is automatically performed in the background when an instance of the SAP CC restarts. SAPInst prompts you for the following parameters: Installation Mode You can update your SAP system either in Typical or Custom mode.  If you choose Typical, the update is performed with default settings. This means that you only have to respond to a small selection of prompts.  If you choose Custom, you are prompted for all the parameters. NOTE If you do not choose the Custom parameter mode, you can change any parameter on the Parameter Summary screen. SAP System Identification You have to specify the SAP Profile Folder. SAP System Administrator Password Give the password of the System Administrator. Operating System Users Change the passwords for the OS users if you want them to be different from the master password. Database User Give the user and the password used to connect to the database. (Custom Mode only ) Database Update Select the SQL scripts to execute. Update Archives Specify the archives to be updated. Restart Instances You can make the instances or the server restart at the end of the update or later. NOTE If you choose to restart the instances now, only the running instances will restart. Updating the Client Applications Based on the Java Libraries CAUTION Refer to the relevant SAP Notes before implementing a support package (or a patch) to update your SAP CC 4.0 system landscapes. Consult the update procedures and prerequisites in these documents. You need to update all other components of SAP CC 4.0. RECOMMENDATION SAP AG recommends that you update all the client applications and systems connected to the SAP CC server systems:  SAP CC IEC  Graphical user interfaces of SAP Convergent Charging  External applications or systems that use the Java Libraries of the SAP Convergent Charging An updated application may change the data configuration that is not compliant with non-updated applications. Do not maintain a system landscape with different versions of the SAP CC server systems, different versions of the SAP CC GUIs and different versions of the SAP CC Java Libraries installed in the client applications or systems connected to a server system of SAP Convergent Charging. Updating the Graphical User Interfaces and the IEC Applications CAUTION Refer to the relevant SAP Notes before implementing a support package (or a patch) to update your SAP CC 4.0 system landscapes. Consult the update procedures and prerequisites in these documents. You need to update all other components of SAP CC 4.0. NOTE SAP AG recommends that you update all the client applications and systems connected to the SAP CC server systems:  SAP CC IEC  Graphical user interfaces of SAP Convergent Charging  External applications or systems that use the Java Libraries of the SAP Convergent Charging An updated application may change the data configuration that is not compliant with non-updated applications. Do not maintain a system landscape with different versions of the SAP CC server systems, different versions of the SAP CC GUIs and different versions of the SAP CC Java Libraries installed in the client applications or systems connected to a server system of SAP Convergent Charging. To update the user interfaces and the IEC applications, you have to:  Get the zip files. They are available on the DVD in the directory CC40_TOOLS_CONTENT_UC_OSIND. See the Installation Guide for more information about the DVDs and the zip files to use.  Unzip the appropriate file in the installation directory.  Save the old configuration files (*.config).  Rename (from *.config.sk to *.config) and customize the new configuration files accordingly. Problem Determination A Problem Occurs When a problem occurs, the user gets an error message:  All the graphical user interfaces (Core Tool, BART Tool), can display a message and an action for the power user  All the SAP CC systems record logs and traces with fatal error, error, or warning severity levels when they detect an anomaly  Error codes and Java exceptions are provided by the systems when an operation request is sent by a connected external system that uses the technical interfaces of SAP CC ; When interfacing an external system (Java development or Web Services integration), the development consultants and the implementation project teams These messages provide answers to many problems and assist you with most of the problem isolation and resolution. Corrective or preventive actions to be planed are suggested to resolve the problem or to prevent a future issue. Collection of Information To collect information related to your problem: Tool or Function Description Logging Log messages to permanently record the events and status of a software system Tracing Trace messages to analyze a software system in detail from a programmers standpoint as exceptional procedure Audit Error Files Error Codes and Exceptions Try To Reproduce Sometimes you can try to reproduce the unexpected behavior on a quality landscape. You can increase temporarily the volume of log and trace information recorded by the SAP CC systems. Advanced Collection You can increase temporarily the volume of information by using the following functions:  Traces (SAP CC system)  Debug mode (Admin+ Tool)  Verbose mode (Core Tool) Problem Isolation Try to identify the component or the function Typical Problems The table below lists the typical problems that you can encounter with SAP CC  Connection issues  Requested operation cannot be processed by the system  Master data becomes un-synchronized  Other data becomes unsynchronized (currency, …  Input data are not received  Output data are not sent  Charged items  Billable items  Notifications are not sent  User rights and authorization Troubleshooting A system administrator or an application administrator must monitor the SAP CC systems. They must manage of the issues and potential issues signaled by a log message with error or warning severity.  They can use the Log Message Reference documentation to plan their investigations  They can increase temporarily the volume of log messages recorded by the SAP system by changing online the log severity thresholds to INFO for all the instances of the system Procedure  Launch the SAP CC Admin+ tool Error! Reference source not found. and log on  Set up the severity thresholds for logs to INFO level  Use the set command and apply immediately and permanently these changes for all the instances of the system: set LS_APP_SEVERITY INFO all all set LS_SYS_SEVERITY INFO all all NOTE You can change temporarily the settings for one single instance of the system: set LS_SYS_SEVERITY INFO memory <instanceID> Related Documentation Topic Location Topic Location Monitoring Operations Guide This document Log Message Reference  SAP CC 4.0  System Administration and Maintenance Information  Logging and Tracing Functions SAP CC Library (Application Help)  SAP CC 4.0  Application Help Technical Functions  Advanced Troubleshooting: Tracing Using tracing assumes that a problem is already noticed by a log message, by a complaining user or by non-functioning services or functions of the SAP CC systems or by connected applications and systems. Tracing is an exceptional procedure performed or supervised by a support specialist. A support specialist can use the information provided by the trace messages. These voluminous messages include information about the location of the failure inside the system. You can increase temporarily the volume of trace messages and log messages recorded by the SAP system by changing online the trace severity threshold to PATH and the log severity thresholds to INFO. CAUTION Do not perform this procedure in a production system landscape without the supervision of SAP Support Team. Preparations  Determine the severity threshold for trace messages that is relevant for your issue: INFO or PATH  Determine if additional tracing domains are expected to facilitate the investigations and the troubleshooting. By default, you must deactivate these domains.  To check communication via the Web Services technical interfaces, you use the WS additional tracing domain.  To check data cache function or data lock function, you use the CACHE or LOCK additional tracing domain.  To check communication via the Web Services technical interfaces, you use the WS additional tracing domain.  Determine if you need traces from all the instances of the SAP CC system or just from certain types (rater, dispatcher, …)  Determine when to perform the procedure: Determine the period or the cause event that is relevant. Refer to the System Parameter Reference documentation for more information. Procedure  Launch the and log on  Retrieve and write down the current configuration information:  Use the get command: get LS_APP_SEVERITY get LS_SYS_SEVERITY get LS_TRC_SEVERITY get LS_TRC_DOMAIN  Set up the severity thresholds for logs to the information level (INFO)  Use the set command and apply immediately and permanently these changes for all the instances of the system: set LS_APP_SEVERITY INFO MEMORY all set LS_SYS_SEVERITY INFO MEMORY all  Select the additional tracing domains according to the preparation task; Use the set command and apply immediately and permanently these changes for all the instances of the system.  By default you must deactivate the additional tracing domains: set LS_TRC_DOMAIN UNSET MEMORY all  Apply the recommendation provided by SAP Support Team: set LS_TRC_DOMAIN SQL MEMORY all  Set up the severity threshold for traces to PATH level (or INFO level):  Use the set command and apply immediately and permanently these changes for all the instances of the system: set LS_TRC_DOMAIN PATH MEMORY all  Restore the previous settings or reset to the recommended settings. Use the get command the set commands and apply immediately and permanently these changes for all the instances of the system:  Use the get command to retrieve the initial values of the configuration parameters of the SAP CC system at the startup time: get LS_APP_SEVERITY PERSISTENT all get LS_SYS_SEVERITY PERSISTENT all get LS_TRC_SEVERITY PERSISTENT all get LS_TRC_DOMAIN PERSISTENT all  Use the set command to restore the previous settings. NOTE You can change temporarily the settings for one single instance of the system: set LS_TRC_SEVERITY PATH memory <instanceID> Components GUI and Other Tools Errors and Exceptions Core Server There are three types of errors or exceptions that can be generated when the SAP CC Core Server system encounters a problem, they can be signaled in three possible ways. Problem Returned as an Exception to the Client Application Saved in Server Logs Client application side failure Never Never The client application has to manage the generation of logs. Business errors Always returned Nested exceptions and error messages give more information about the precise nature of the error/problem Depends on API error type and on log settings. The INFORM log level shows all errors. Core Server side failure Always returned Depends on API error type and on log settings. The INFORM log level shows all errors. Exceptions are generated when an error occurs. An exception contains a description of the overall possible reason for the error. The exception can contain nested exceptions giving further details about the possible cause(s) of the error. Exceptions are described in the API Reference documentation (the ‘JavaDoc’). NOTE The Core Tool user interface and the BART Server system are client applications regarding to the Core Server system. They catch the errors and exceptions signaled by the Core Server system. Core Tool The Core Tool user interface catches the exceptions signaled by the Core Server system and warns the power user. Error Reason Codes Core Server Error Reason Codes (for Non-Business Errors) The SAP CC Core Server system signals the non-business errors with one single class of error message: serverFailureException. The INFORM log level is used when you are using SAP CC in production. This allows best performance speed (fewer log lines written) and only signals serious errors, potential bugs or malfunctions. If you encounter errors or problems with your system, you can increase the log level to DEBUG, however this configuration reduces performance. The table below details reason codes and their possible cause: Reason Code Description ACCESS_COMPATIBILITY_FAILURE Reason code for old use of access (in subscription). CACHE_INVALIDATION_FAILURE Reason code when the updater did not succeed to update in a synchronous way, the caches belonging to rating instances. CANNOT_LOCK_RESOURCE Reason code when the Core Server cannot lock resources into the database after having tried SQLHELPER_MAX_REDO attempts. DATABASE_FAILOVER Reason code when the Core Server is failing over due to a database failure. DATABASE_FAILURE Reason code when a failure occurred with the database. HCI_CONCURRENCY_OPERATION Reason code relative to a service invocation on HCI APIs which is in concurrency with another. HCI_SERVICE_VIOLATION_PROTOCOL Reason code when XML stream received by the HCI servers (updater and dispatcher) is not conformed to the HCI protocol. HCI_UNSUPPORTED_SERVICE Reason code relative to a service invocation on HCI APIs which is not supported. INCOMPATIBLE_CONFIGURATION Reason code when the Core Server cannot load its configuration due to out of rank parameter values or missing parameter values. INTER_INSTANCE_COMMUNICATION_FAILURE Reason code for networking/communication issues between rater or updater instances of the Core Server. IO_FAILURE Reason code when the Core Server encountered some IO failure. MESSAGE_QUEUE_FULL Reason code relative to fulfilling of queues implemented by message protocol. MESSAGE_UNSUPPORTED_SERVICE Reason code relative to a service invocation on message APIs which is not supported. OFFER_CACHE_BUSY_WHILE_REFRESHING Reason code when the subscription cannot be charged because its related offer is temporary inaccessible due to cache refreshing process. SERVER_SHUTTING_DOWN Reason code when the Core Server is shutting down. Reason Code Description SERVER_TIMEOUT_OCCURED Reason code when the Core Server cannot execute the API with the required timeout. SERVER_TO_CLIENT_COMMUNICATION_FAILURE The server encountered communication or network issues while trying to reply to the client. SLEEPING_BULK_LOADER Reason code when the backup rejects a rating request due to the restarting of the original rater regarding the partition ID. STATEFUL_SERVICE_VIOLATION_PROTOCOL The message sent to the stateful API is not conformed to the stateful protocol. STATELESS_SERVICE_VIOLATION_PROTOCOL The message sent to the stateless API is not conformed to the stateless protocol. SWITCH_BACK_TO_RATER Reason code when the backup rejects a rating request due to the restarting of the original rater regarding the partition ID. TAX_CACHE_BUSY_WHILE_REFRESHING Reason code when the subscription cannot be charged because taxes are temporary inaccessible due to cache refreshing process. UNSUPPORTED_FAILURE Reason code when the Core Server failure is unknown or not supported. UNSUPPORTED_JAVA_FAILURE Reason code when the Core Server failure is a Java error and is not supported. When a non-business error occurs in the server system, consult the serverFailureException in the API Reference for an up-to-date list and an indication of the possible cause(s). You can find this reference from the SDK of SAP CC or in SAP Help Portal at the following location:  SAP CC 4.0  Development Information  Javadocs  Core Server  com.highdeal.hci  Exceptions  serverFailureException . Download is also possible on SAP Service Marketplace at the following location:  Plan or  SAP Business Suite Applications  SAP Convergent Charging  SAP CC 4.0  Plan . Detailed SAP CC 4.0 Troubleshooting Failover Recovery (Oracle RAC) As system administrator, you may have to switch the connections established by SAP CC with the database backup instance (due to failover) to the primary instance of the database. To recover the connections with the primary instances of Oracle RAC:  Repair the primary instance(s) of the Oracle RAC database  Launch the and log on  Use the admin_sql_connections command to reconnect all the rater instances and the guider instances of the SAP CC Core Server system to the repaired instance of Oracle RAC  Determine the impacted instances of the SAP CC Core Server system: View the values of the SQLHELPER_JDBC_URI parameters  When relevant, use the refresh_sql_connections command to reconnect the other types of instances of the SAP CC Core Server system Resetting Working Session for a User As system administrator, you may have to reset the user working session locks in the Core Server system when this function is enabled and when a user has crashed his working session. To reset the working session for a user:  Launch the and log on  Use the delete_user_session command Client Application of the Core Server System Your Java-based client applications use the Java APIs of SAP CC. Those APIs include functions that can generate errors and exceptions. Possible errors:  Cannot communicate with server  Cannot communicate with database  Element (or object) already used  Timeout error  No response from server  Server identifies not enough time to get a response from database before timeout  Bad configuration  Ignorable tag exception  Server not reachable is displayed Possible reasons:  Bug  Connection closed  Message too long  Client timeout  Server not reachable  Integration errors  Client side errors (incorrect use of APIs)  Incorrect use of Core Tool Charged Item Files Partially or Not Loaded in SAP ERP/FI-CA Description Symptom There are some data files with the file extensions ‘.err.zip’ or ‘.err.csv’ remaining in the folders of the bulkloader instances of the SAP CC Core Server system. Possible reason They include charged items that have not been converted in billable items and then loaded in the SAP ERP/FI-CA System for the billing and invoicing functions. Description Possible resolution The error messages are loaded into corresponding control files. Open these control files and try to solve the problems (connection lost with SAP ERP System, invalid billable items). When the problems are solved, it is necessary to change manually the file extension to ‘.arc.zip’ or ‘.arc.csv’. The Core Server will automatically try to load again the files into SAP ERP. Support Desk Management enables you to set up an efficient internal support desk for your support organization that seamlessly integrates your end users, internal support employees, partners, and SAP Active Global Support specialists with an efficient problem resolution procedure. For support desk management, you need the methodology, management procedures, and tools infrastructure to run your internal support organization efficiently. All issues are reported through Solution Manager. Issues are analyzed by your SAP Support Team. Level 1 and Level 2 support are handled by SAP AG. Connect to SAP at the following location:  Available Connection Types . In case of any problems with the SAP Convergent Charging not covered by the FAQ, open a customer message on component IS-CC in SAP Support Portal at the following location:  Report a Product Error - Incidents . When you report an incident, report also following information which is necessary to reproduce the error.  The Support Package and Patch Level of the SAP CC 4.0 version where the problem happens Consult the documentation about using service desk at the following location:  SAP Solution Manager  SAP Solution Manager 7.0 (English)  Incident Management  . Type Style Description Arrows separating the parts of a navigation path, for example, menu options. Example Text Words or characters quoted from the screen. These include field names, screen titles, pushbuttons labels, menu names, menu paths, and menu options. Cross-references to other documentation Example text Emphasized words or phrases in body text, graphic titles, and table titles EXAMPLE TEXT Technical names of system objects. These include report names, program names, transaction codes, table names, and key concepts of a programming language when they are surrounded by body text, for example, SELECT and INCLUDE. Example text Output on the screen. This includes file and directory names and their paths, messages, names of variables and parameters, source text, and names of installation, upgrade and database tools. Example text Exact user entry. These are words or characters that you enter in the system exactly as they appear in the documentation. <Example text> Variable user entry. Angle brackets indicate that you replace these words and characters with appropriate entries to make entries in the system, for example, “Enter your <User name>”. EXAMPLE Keys on the keyboard, for example, F2 or ENTER. 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You can find this document in SAP Support Portal at the following location:  Release & Upgrade Info  SAP CCInstallation & Upgrade Guides  SAP Business Suite Applications  SAP Convergent Charging  SAP CC 4.0 . Quick link: instguidescc40 You can find this document on SAP Service Marketplace at the following location:  SAP Business Suite Applications  SAP Convergent Charging  SAP CC 4.0 . Quick link: instguidescc40 You can find the SAP CC product documentation in SAP Help Portal at the following location:  SAP CC 4.0 . Quick link: cc40 © Copyright 2013 SAP AG. All rights reserved. No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice. Dietmar-Hopp-Allee 16 69190 Walldorf Germany T +49/18 05/34 34 34 F +49/18 05/34 34 20