Help for Help

Hi
I remember i have used a SAP Help wich shows a window when we can write a word and it shows the documentation help for that word.
This is like help window showed when we press F1 in some code line in ABAP program for search help for some ABAP command.
But i use that Help called from F1 in ABAP code line i do not find where can i write other Word for search help for that Word.
Then, i tried using the transaction ABAPHELP but in my system we do not have access to this Tcode.
Does somebody knows how can i go to SAP Help where i can write a Word for search Help for it ?
Regards
Frank

Hi,
As mentioned above, you are most likely talking about this litte blue "i" icon in SE38 or SE80. It allows to enter abap keyword, glossary, index and lots of others. Just use this one for searching any SAP documentation. There is also online manual available there.
You can also use below transactions and if not authorized run their respective programs.
ABAPDOCU - program -> SAPMSABAPDEMOS_TREE
ABAPHELP -  program -> SAP_HELP_ABAP
The second you mentioned you are not authorized to call, simply use the program instead.
Hope this 'help on help' will help
Marcin

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    13:59   Uninstaller fails again.  Decide to go and manually delete files and folders inspecting each one by one.
    Spent the rest of the afternoon going through the install logs like I did on April 6th, unlocking ownership and deleting corrupted keys one at a time.
    18:08   The whole Suite finally installs except for Flash and Indesign.
    18:47   After hunting down more keys, the installer completes with errors but at least all the programs are installed.  Acrobat, Air, Flash plug-in are still not installed properly.
    Monday, April 12th
    8:20     Call tech support
    While on hold I try to find my ticket on the support portal using the case id's I've been given. None of them show up on the system. Basically, I'm stuck to using phone support.
    9:23     TS answers. Sanjay
    9:28     After Sanjay has verified the case id, I provide him with an update to the file regarding what I've done since I hung up on Friday, describing the new issues.
    9:34     Placed on hold
    9:42     Comes back and explains that this issue will require more consultation with his seniors. To make sure that he looks up the            right issue I repeat the exact problem I would like him to research. Three times he repeats the information back to me just a           little differently. Finally on the 4th repetition of the problem I'd like addressed he "gets it" and thanks me for "providing that           pertinent information". 
    What I don't understand is that I repeated the same information that he repeated back to me 4 times before he seemed to understand what his notes told him he should be researching. From the heaviness of his accent I suspect that their was a bit of language barrier here.
    9:48     Places me on hold
    9:59     Comes back with a possible solution.
    10:08   As his solution requires me to delete files I don't have access to due to lack of permissions, his solution can't be applied. He places me on hold.
    10:11   Comes back, with another possible solution.
    10:17   Still not working. I ask how I can change administrator settings for specific files    and he needs to go check articles again.           Shouldn't this type of knowledge just come off the top of his head if he's in TS? Sanjay just walks away at this point,           not asking to put me on hold nor placing the call on hold. I can hear conversations in the background the whole time.
    10:24   Comes back, thanking for staying on hold (even though I wasn't). This time he asks me to look for specific adobe folders. I           can't delete them because I'm supposedly not an administrator, even though I'm logged in using the enabled super-admin           account. He tells me I need to type a very specific command at the command prompt to reset the admin account. I thought           that's what he was going to research the last time he left so I ask what I have to type at the command line to do this. Sanjay           doesn't and asks if he can put me on hold again. I politely and calmly answer that no, I don't want to be put on hold. Every time           I've asked him a question he's had to go in order to talk to his seniors (as he calls them). If possible, why not escalate my call           and put me in touch with one of these seniors or a manager in order to minimise the amount of time I will be placed on hold. He           puts me on hold.
    10:34   Ashima comes on the line. Unlike Sanjay, she sounds confident and authorative.
    10:44   After discussing what I'm trying to do she informs that not being able to delete files and folders is a Windows issue, not an           Adobe issue. Even after I mention that a previous tech had helped me solve a similar problem in the previous week and try to           reason that since it's Adobe uninstaller that caused this issue she sticks to her claim that it's a Windows issue and that she           cannot help me resolve the issue. I am to contact Microsoft tech support in order to get help with this issue.
    12:17   Call Microsoft technical support
    12:23   Jacqueline answers. I describe the problem I'm having with managing permissions in Windows 7 and that I've been told that I           resetting the admin account should solve this problem. She seems to agree and asks for my Windows serial number before we           can start working on the issue. Upon finding out that I have an OEM version of Windows, Jacqueline informs me that I have 2           options: look online or pay 59$ per call on credit card for support as free support is not provided to OEM licences since they are           typically only installed by resellers and   assumed to be serviced by them. Sadly, this is not my case.
    12:31   Having repeated my options back to Jacqueline to make sure I understood her correctly I inform her that I will terminate the           call since I will not be paying for paying and therefore will go online for help. She sounds surprised at how quickly I made           my decision, wishes me good luck and the call is ended.
    13:30     Started researching a solution. I find what I need to know and apply it, managing to reclaim ownership of the files and           folders. Run the installer again and everything installs now except for the Acrobat, Air and Flash plug-in.
    Tuesday, April 13
    15:30   Since I haven't received a call back from Mesum I try to find our case information on the Adobe Support Portal. I figure that           Mesum probably needed me to contact him prior to today in order to confirm whether the solution worked or not. Logging in           with the email address we used to register our software and log our support calls is unsuccessful. Either the password is wrong           or the email is not active. Seeing as we have 2 other office emails with which Adobe products have been registered over the           years I log on with them to see if we have pending cases on either of them. negative. Just to test something out I attempt           logging in to the original email from another computer.  While I can't log in I no longer get the message that the email isn't           related to an active customer account, just that the password is wrong. Resetting password. Still can't login.
    16:06   Starting LiveChat with Adobe to see if they can help. On hold.
    16:12   Connected. explain the situation.
    16:19   Says the password is reset from their side. Try it and doesn't work.
    16:22   I tell Live Chat the reset didn't work, and wait for response.
    16:29   He assures me it's been reset and that I should try again.
    16:30   Try it to connect via two other computers. Fail. Inform him again. Wait.
    16:36   Informs me I will need to call Phone Support. I ask if he can connect me.
    16:38   No, he cannot connect me. There is no Live Chat Tech Support. Due to the amount of lag between responses I ask if how many           chat sessions he works on at the same time.
    16:41   Answer: three at a time.
    16:45   Finish typing comment and suggestion about possibly reducing that number because the amount of lag time for simple           requests is just too much.
    16:46   Final response and goodbye.
    16:47   Call Phone Support
    16:50   Jerry in the Philippines.  I explain the issues I've been having with our account and the failure to reset the password. Jerry puts a note in the file and that he'll look into it.
    16:58   Puts me on hold as he goes to explore.
    17:01   Comes back, can't see any issues. Asks me for permission to logon to the client account by using our email and password. I           accept. He logs on and sees that there are in fact no pending cases that show up in our client account, even though we have           multiple concurrent case id's showing on his side. He says he'll look into it.
    17:07   Client login issue is unresolved but at least I'm getting transferred to TS.
    17:23   Panpaj answers. I explain the situation and provide case id.
    17:38   He provides a new case id. I have to describe the whole case history.
    17:46   On hold.
    17:52   Turns out I was transferred to the Acrobat specific TS. Seeing as how my installation problems aren't dealing specifically           with Acrobat he can't help me. He will   transfer me to general TS.
    18:16   Animesh answers. explain the situation and provide case id.
    18:20   Puts me on hold as he reads the file.
    18:22   Repeats the problem as described according to the file.
    18:30   Puts me on hold as he goes to find articles.
    18:36   Asks me to share the desktop. Connecting to connectteam.acrobat.com
    18:44   Upload of log file complete, reading over it.
    18:48   Sharing screen caps of installation error messages.  I've been thoroughly documenting each and every single one. Instructs me           to download and AdobeCS4cleanscript. When I explain that I've already used the CS3 version I'm informed that the CS3 version           should never be used to try and clean up a CS4 installation since it won't work.
    18:56   I'm informed that TS closes at 19:00 and that he won't be able to finish this call.   However, if I read article kb 401401 I should           find some steps that will solve the issues that I'm experiencing.
    19:01   While looking for the article I inform him that I can't access my TS updates on the           Support Portal and that in a previous call Phone Support was not able to explain          why. Might he have any idea why? He says he'll check it out.
    19:05   "That's odd.  I'll add this complaint to the file."
                Animesh adds that If this knowledge base article does not resolve the issue, I should make sure to call back. He's added a note in the file to automatically escalate my call to Tier3 TS.
                "What? There's a T3?" I ask. "Why has it taken 2 weeks to get this call escalated to tier 3?"
                He apologizes if this taken so long to be escalated but there are definite checks and procedures that need to be followed before a call can be escalated to Tier 3.
    April 15th
    11:10   Starting new uninstall of CS4
    11:20   Uninstaller error with InDesign.
    11:31   Running CS4cleanscript, all options.
    11:49   Completed running CS4cleanscript followed by a manual clean-up of remaining   folders.  Starting a new install.
    12:04   Install error with Flash 10 ActiveX.
    12:06   Install error with Flash 10 plug-in.
    12:37   Installer finished, with errors.
    12:53   Test launched every application in the Suite and they seem to be working in spite of the errors. So be it, I'm never calling Adobe TS again.
    Questions and suggestions to Adobe
    In spite of not having my issue corrected I must say that the politeness of every representative was exemplary.
    While I realise software piracy is a big issue, why is it that pirates don't struggle with your DRM system yet legal users do? Either scrap your current DRM and replace it with something that will not cripple a system if an installation goes wrong or change your installers.
    Software suites are convenient yes but there are now so many modules that come bundled with the suite that seem utterly pointless because the documentation for them is sorely lacking an "at a glance" explanation of features, benefits and purpose. Adobe Air, Sing, Version Cue and Bridge come to mind. Don't you think cutting down on module bloat would make interoperability an easier thing to manage and maintain?
    As a user who has multiple hard drives in his system (one each for the OS, applications and project data) I don't like installers that place files all over my system without my consent. If an installer asks for a destination folder, ALL programs should go into that folder. Files and programs that are shared across the suite for added functionality or registration purposes should ask for a user-specified shared folder (in case there is one) rather than just go into the (assumed) default.
    Why is the Support DB's search function so useless? I've tried (and tried, and tried, and tried...) to find useful solution articles but something is just plain wrong with your search algorithms. I've tested this. Pick an article at random, then do a search for it's title. Too often the search engine won't even find it. The only time searches work is if one has the precise number of the article, such as KB 401401.
    The amount of checks and procedures required for service escalation needs to be streamlined in order to speed up the process. It took too long to get to the right Tier. By the time I was finally escalated to Tier 3 your support services had eroded all of their credibility.
    Practices and procedures (P&P) need to be more uniform. I have one tech telling me to use one version of clean script and claiming it's fine whereas another claims that only the CS4 script would work to resolve my issue. Why is this? What does this reveal about levels of training? There is also large gaps in the knowledge of individual representatives. As should be expected, some representatives knew exactly what to do and how to do it without having to resort to articles every 3 minutes.  Others, such as Sanjay, either need to be retrained or let go. His lack of knowledge was thoroughly exasperating.
    The case id system needs to be reworded. Over these 2 weeks I was given 4 case id's, none of which ended up showing up in the support portal for follow-up.  Furthermore, note taking seems to be a problem because there was a lot of information that just never seemed to make it "in the file".
    Why do calls get transferred to the wrong department so often?
    In Closing
    Due to having more pressing matters to attend to at work and seeing as how I could not afford to spend any more time fixing the harm that was brought on by carrying out the suggested "solutions" I have not called back since April 15th. The suite runs "with quirks" and will stay that way until I rebuild the system because it seems that the only solution that remains regarding the installation woes is to wipe the drive and start from scratch.
    Thank you for reading this whole transcript. I hope it helps you improve your customer service experience.
    Marc-Andre Renaud

    Thank you for the sympathy and the information about the Adobe.com forum Michael.
    I posted here because, to be honest, for a company that's acknowledged their installers and updaters and support needs some work, they seem very determined to obfuscate the means by which users can provide direct feedback to the company. Much like you, I've also noticed a trend in CS5 installations that mirrors the issues that were present in CS4. it's a sad state of affairs.
    As for my installation, you are also quite right to say that a clean install would have been a lot faster than what I went through with TS and it was actually my first idea. Before calling TS I'd actually read through the forums and noticed that a large number of users who were faced with my situation had no other choice but to reformat. I was just giving Adobe the benefit of the doubt and wasted 2 and a half weeks through that course of action...
    What makes this situation even more frustrating is that the installer failed on a fresh system. It was a custom-built design machine, assembled and configured by myself. The only software that had been installed on it prior to Design Premium was Firefox, an FTP client and the start of my problems, trial versions of various CS4 programs. I used trials just long enough to retire the previous design computer so that I wouldn't contravene the EULA's stipulation of not running more than one instance of software at the same time on different machines.  Turns out being honest once again penalised a legal customer.
    If there is just thing users should learn from my far from unique tale of failed tech support it's that if you ever run into a problem with the installation, don't bother calling TS, just reformat and start from scratch.  It might seem like it'll take longer to get going again, but in actuality, it's the opposite. Reformatting means you'll be up and running in about 1 or 2 days rather than 2 weeks.
    Marc

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