Implementation pbms and support tickets..

Hi,
can anybody explain realtime implementation pbms and support issues...can u give me some ten examples...thanks to all

Hi Audhitan,
Most of the questions posted here are realtime issues. You can search for the one which is relevant to you.
Issue may raise due to:
1. lack of training
2. user authorisation
3. Enhancement requirement
5. Lack of knowledge on Business process
regards
Anand.C

Similar Messages

Duration of Implementation Project and Support Project & No. staff in eachj

Hi
What is the time duration of an Implementation Project and Support Project?
What are the number of staff fworking for these projects?
Can any one of u throw light further
Regards
Sunitha

Hi Sunita,
Implementation
Duration of the project depends upon teh project size.
if it is a small indian company (500 crores) it should take between 5-7 months
team required: each consultant for each module depending on scope(Apprx:-2 abaper, 1 MM,1 SD, 1 FI, 1 CO and 1 for PP)
Support Project:
Duaration of support project will be 1,2, 5 years depending upon the agreement betwween company and client.
Best Regards
Ashish Jain
Pls assign points as a way to say thanks.

Implementation process and Support Process diagrams

Hi Guys
I need the implementation and support process / Business Flow, flowcharts etc. i think i have confused you guys. what i am looking for is something like the activities divided into different sections like Client, onsite, offshore.
Please note that i am not looking for ASAP.
i am looking for activities done by the clients, onsite team and the ofshore team.
I am looking for diagrams.
Thanks in advance.
D

This is the land scape.
Generally we have 3 servers 1) Development server
2) Quality server
3) Production server.
Along with these servers we have Sand box in our place for trail purpose, i.e., before going to develop or testing we just develop here in our sand box and check our requirements.
(Sand box is also called as Golden data box).
ASAP METHODOLOGY:
1)Project Preparation,
2) Blue print phase,
3) Realization phase,
4) Testing phase,
5) Go live phase.
Project Preparation:
Here we do discussions about our project with client. i.e deciding that whether we go for B.W or not, that will help us or not, required it or not.
Here we do making land scape, pricing or project, bidding . Like intial things. And we do time estimation i.e for implementation generally we take 90 days.
Main things to do
1. Discussions with client providing the importance of SAP BW
2. why BW? Here we have convince the client what are the advantages if we implement BW
advantages:
A) End to End solution
In R/3 we give authorization to particular level of REPORT.
In BW we give authorization to particular level of DATA
Eg: if we have 2 plants in R/3. if 2 users use same report. So that they may change or alter the report according to their requirement where as in BW we can give authorization to particular level of data to that particular plant accordingly where as it is not possible in others.
B) Detail level of information in R/3.
Aggregate level of information in BW
C) E.R model in R/3. where as in BW it is Multi Dimensional.
3) ROI Return on Investment
4) Budget discussions.
BLUE PRINT PHASE:
Here we do ..
I. Gathering user requirements.
II. Form some documents like PI Documentation Tree.
PI measure Glossory.
III. preparing functional specs like Data Flow Diagram.
Graphical StarSchema views
ODS object Designs
IV. Approval meeting: Getting approval for functional specs
V. Kick of meeting : this is the final meeting with client about specs.
That will be at the end of work.
REALIZATION PHASE:
Here we do ..
I. we prepare technical specs based on functional specs
II. Getting approval for Technical specs.
III. Designing the objects basing on technical specs. (In development server).
IV. UNIT TESTING (i.e we do general testing like the value in R/3 side is coming to BW side is same or not etc. we use RSA3 Extract checker to check value bet. R/3 and cube)
V. Develop unit test case document.
VI. All developed unit test case documents will be send to client for approval
VII. And finally transporting all the objects to quality box
TESTING PHASE:
Here we do ..
1. Integration Testing: It takes nearly 6 months to 1 yr. depends on project
2. U A T Testing : User Acceptance Test
3. Approval
GO LIVE PHASE:
all objects will be transport to QUALITY to PRODUCTION BOX.
in R/3 system only Data sources will be transported from QUALITY to PRODUCTION
Generally all the data sources will not go live at same time. i.e., they scheduled like SD data sources in first week, MM data sources in next week, PP in next week like that depends on requirement.
If required we do Adhoc reports that means we have to generate reports basing on available data for immediate requirements.
In sand box we do testing ourselves like what will happen when we do change or add or alter the existing objects or any thing in current position. It is just like test box for our purpose only.
SAP BW CONSULTANT
In our project we have ED1 (Enterprise Development) is the developer system and 120 is the client. We have one development system, quality system and integrated planning system.
We are 3 members here in offshore and 2 members in onsite. Onsite TL do take care of preparing technical specs. We joined in the project at realization stage. (We have 5 phases in project. 1. Project preparation 2. Blue print 3. Realization 4. Testing 5. Production)Gap analysis conducted by Onsite Team. They prepare spec and send to us.
Here in offshore iam team member. As a team member my responsibility in this implementation project is installing objects from the business content. Apart from this every Tuesday we have conference call with onsite team. In conference call we discuss what the issues we faced till now are. What is the progress in the project? What will be the next week delivery? What about the previous issues? What are the new changes if any? After conference call completion I have to do Minutes draft of the call. I have to write a mail to onsite TL in which I mention the issues we discussed and To Do list from both sides.
We receive technical specs from our TL. It is completely regarding the installation of objects from business content and generating regular reports.
Finding out the cube (Ex: 0SD_C01), which we need to install, and installing the cube from BC with both data flow inwards and afterwards. This is done only once we confirmed from simulation installation so that no errors will occur while installing.
Once the cube is installed we prepare one more cube (name starts with z like ZC001), which is the copy of the same cube, which is installed just now (intention is not to disturb the BC cube).
After preparing the cube finding out the dataflow from the pictorial view in technical spec. In our spec data flows from Info Source to ODS and then into Cube to Multi Provider. Now prepare the ODS which contains the same characteristics and key figures as cube. Here we add two extra fields in key fields column of ODS that ZDATE & ZTIME. Date and time are populated with formulae. In Date column we define formulae SYS-DATUM and for time SYS-TIMLO.
Creating update rules for ODS we define that ODS gets data from info source as per spec.
No. of update rules depends on no. of info sources from which ODS gets data.
After ODS create update rules for cube saying that cube get data from ODS.
Next create multi provider as per spec. Even though we have only one cube we created multi provider because we want to extend it in future. Multi provider contains all the characteristics and key figures of cube for the time being. This is all as per our spec.
Assigning data source to Info source and activating Transfer rules.
Next creating Info Packages for full, init and delta loads.
Next creating process chains. To create PC we follow this procedure:
Select the cube to which data must be loaded. Go to Context menu (right click) of the cube . Select Info Source overview. It will show what data is flowing into the cube and from which info source.
Check out whether all the info sources are assigned with data sources if not assign it. Check out whether all info packages are created or nor if not create it.
Start creating process chains. In our process chain we have Meta chains (a chain in another chain). We have 4 process chains. One for master data (attribute) another for text and one for hierarchy and another for transaction data.
In Master data PC collect all the info packages for master data loading and at the end add attribute change run, this chain will run daily. (0MATERIAL, 0SALESORG)
In Text PC collect all the info packages for text one by one. This will run daily. (0MATERIAL, 0SALESORG, 0DIVISION, 0VERSION, 0VTYPE)
In Hierarchy PC collect the info packages for hierarchies. This will run daily. (0MATERIAL).
In Transaction data collect all the info packages with full load (temporary only). This also runs daily. (2LIS_01_S001)
Thanks=points
Reddy

Double-charged, 3 support tickets in and still trying to get refund, please help!

Could someone point me towards an Adobe support manager/supervisor with an email address? I believe the support chat employees may be causing more issues than resolution in my case.
My issue: On 12/26/12, attempting to reactivate an existing subscription, I was double-charged and ended up with two active subscriptions (the re-activated one and a new one). I have spent the last 3 weeks attempting to get this corrected to one active subscription and the second charge refunded, and it appears that on 1/03/12 I received an email saying that I was being refunded, but a couple weeks later I still see no funds in my bank account.
What should I do? I feel like I'm on this wild and crazy goose chase to get my $80.46 back. Every time I open a support ticket (I'm on my third one right now) I end up calmed by statements of 'I truly understand your problem' and then no follow up or resolution, the support technicians don't seem to comprehend me, leaving me very confused and frustrated, it's a mess!
The last person (a couple hours ago) said he couldn't help me and that he would escalate the issue - At this point, would I be best off to ask my bank if they can cancel one of the two charges? I'm digging around for a support email, in an attempt to circumvent the live chat technicians and get to someone who will understand me, but I can't find any way to get support from Adobe outside of that horrible live chat system.
I just sent the following complaint through the BBB:
When I re-activated my Creative Cloud subscription on 12/26 I ended up with two charges on my credit card and two active subscriptions. I needed 1 active Creative Cloud subscription, but ended up with 2. Since then, I have opened 3 support tickets to fix this, and the whole ordeal has turned into a nightmare.
- The first ticket was opened the very next morning explaining the problem and requesting the the duplicate charge to be cancelled.
- The second ticket was opened another day later to ask when the refund would come through and to let them know I was concerned that my account showed both subscriptions still active. I was shocked when the agent said that there was no refund pending, and that I had to specifically state to her that 'I would like a refund' in order to receive one. Even after this, I don't believe she ever put in a refund request because that ticket auto-closed itself and I STILL had two active subscriptions showing in my account.
- The third support ticket was opened today, 3 weeks later. This time the support employee said he cannot help, seemed very confused, said the product had been returned, that a refund CANNOT be issued, and that he would have to escalate the issue. The first and third people I talked to did not seem to comprehend me very well, and I almost wonder if the first or second person made a mistake somewhere that lead to all of this confusion.
I am frustrated, don't know what to do, and have ended up paying for two subscriptions this month, one of which was not used, intended, or needed. I received an email on the third saying that funds had been released, and that it may take 5 days to receive them, but I never received any funds back in my account. The support employees I talk to barely seem to comprehend me and don't have any follow through. I don't know where to go from here. I would like to walk away with one active subscription and one refund for the second one that I was mistakenly charged for, promptly cancelled, and never received a refund for.
I'm not certain why this has become such a complicated matter. Please, help! There is currently one open support ticket regarding this case, but I am sending this email (also sending to the BBB) because I do not feel that support employee understood my issue or what I'm going through.
Thank you,
Order History: [removed, shows home address] - shows 2 subscriptions for the Creative Cloud ordered on 12/26. This was supposed to be 1 subscription re-activated. I ended up with the existing subscription re-activated and a NEW subscription activated.
Bank Statement: https://docs.google.com/a/artinreality.com/file/d/0BzKnW0Kwq75DZ1JZbFltQ01pVDQ/view - shows TWO charges on 12/26 instead of one.
First Contact Transcript: https://docs.google.com/a/artinreality.com/file/d/0BzKnW0Kwq75DdnRic2VTWkZBdG8/view - Explaining the issue and asking for a resolution.
Second Contact Transcript: (not saved)
Third Contact Transcript: https://docs.google.com/a/artinreality.com/file/d/0BzKnW0Kwq75DRHY1c1pIemM3azg/view - Support employee saying I cannot receive a refund, and that he has to escalate the issue.
Email stating a refund has occured: https://docs.google.com/a/artinreality.com/file/d/0BzKnW0Kwq75DdmNybjlHQ2pwM00/view - I found this today, but in reviewing my bank statement no funds were ever credited back to the account for RMA:0065706197.

Hi Artinreality,
Someone will be contacting you shortly to help get things sorted out.
-Dave

Email server has been blacklisted by 5 blacklists and website support ticket doesn't work

Hello,
Sorry, our websites support ticket button doesn't work at the moment, so I am looking for a mod/support guy to help out. Apologies for posting on forums.
I have been trying to get our emails of 5 different blacklists, I have gone through the lists manual delisting processes for four but cannot get it off the Sorbs Spam.
We are also constantly getting spam email every day.
I was wondering if you could please facilitate getting our server off this blacklist, (our website is stepglobal.com) and if there are any measures you can do to stop the amount of spam received and/or getting listed on these lists?
Also if a support person could look at our support feature and fix the 'continue' button.
Thanks

Hello,
Sorry, our websites support ticket button doesn't work at the moment, so I am looking for a mod/support guy to help out. Apologies for posting on forums.
I have been trying to get our emails of 5 different blacklists, I have gone through the lists manual delisting processes for four but cannot get it off the Sorbs Spam.
We are also constantly getting spam email every day.
I was wondering if you could please facilitate getting our server off this blacklist, (our website is stepglobal.com) and if there are any measures you can do to stop the amount of spam received and/or getting listed on these lists?
Also if a support person could look at our support feature and fix the 'continue' button.
Thanks

Implementation and support

what is the roles of abap developer in implemaentation and support .

hi Shankar,
ABAP Development, Implementation, and Support
The ABAP Developer will be responsible for the design, coding, testing, implementation, and support of SAP ABAP programming. This person will provide a solid understanding of the ABAP Workbench, including design, coding, testing, implementation, and support of ABAP-related tools. The Lead ABAP Developer will also provide strong expertise in the following ABAP tool sets: ABAP List Processing, including reporting, query tools, logical databases, list design, and control level processing; ABAP transaction processing, including screen objects and controls; SAPscript / SmartForms / Form Design; ABAP user exits; IDOC technology; and ABAP interface programming to and from other systems, including support and maintenance of the IM/3 tool.
The Lead ABAP Developer will work in conjunction with Business Analysts and Project Leaders to define needs, and to write technical and functional specifications. This person will guide and mentor other ABAP Developers, provide level 2 support, participate in unit and integration testing, act as a technical liaison, and coordinate ABAP-related issues during SAP release / version upgrades.
Reward if helpful.
Thankyou,
Regards.

Implementing the Enterprise Support in Solution Manager

Hi Experts,
Can anybody tell me what are the pre requisites to implement Enterprise support in solution manager?
Also let me know what are steps involved in implementing the enterprise support.
Thanks in Advance
Hari

Hello Hari,
In order to implement Enterprise Support your organization should registered as a Value Added Reseller(VAR) with SAP. You can get all the required documentation under https://websmp104.sap-ag.de/solutionmanager --> Information for VARs, ASPs and AHPs which is in the left hand side of the page. However, you need to have a S-user ID of the VAR.
The following are the steps need to perform in implementing the Enterprise Support firmly known as Service Desk for VARs.
1. SAP Solution Manager basic settings (IMG)
a) Initial Configuration Part I
b) Maintain Profile Parameters
c) Maintain Logical Systems
d) Maintain SAP Customer Numbers
e) Initial Configuration Part II
     1) Activate BC Set
         a) Activate Service Desk BC Set
         b) Activate Issue Monitoring BC set
         c) Set-up Maintainance optimizer
         d) Change online Documentation Settings
         e) Activate Solution Manager Services
         f) Activate integration with change request Managemnt
         g) Define service desk connection in Solution Manager
   2)Get components for SAP Service Market place
        a) Get SAP Components
   3) Get Service Desk Screen Profile
       a)generate Business Partener Screen
   4)Copy By price list
       a)activate Service Desk BC Set
       b)Activate Issue Monitoring BC set
       c)Set-up Maintainance optimizer
      f) Business Add-In for RFC Connections with several SAP customers
      g) Business Add-In for RFC Connection of Several SAP Cust. no.
      h) Set-Up SAP Support Connection for Customers
      i) Assign S-user for SAP Support Portal functionality
      j) Schedule Background Jobs
      k) Set-Up System Landscape
      l) Create Key Users
      m) Create Message Processor
2. Multiple SAP Customer Numbers
      a) Business Add-In for RFC Connections with several SAP customer numbers
      b) Set-Up SAP Support Connection for Customers
3. Data transfer from SAP
      a) Data Transfer from SAP
4. Create u201COrganizationu201D Business Partner
5. Service Provider function (IMG)
      a) Business Add-In for RFC Connections with several SAP customer numbers
      b) Business Add-In for Text Authorization Check
      c) Activate BC Set for Service Provider
      d) Activate Text Types
      e) Adjust Service Desk Roles for Service Provider Menu
6. Service Provider: Value-Added Reseller (VAR)
      a) Business Add-In to Process Actions (Post-Processing Framework)
     b) Activate BC Sets for Configuration
     c) Create Hierarchy and Product Category
     d) Set-Up Subcategories
     e) Create Business Partner as Person Automatically
     f) Set-Up Automatic Confirmation of Messages
    g) Maintain Business Partner Call Times
    h) Set-Up Incident Management Work Center
7. Work Center (Web UI)
    a) Activate Solution Manager Services
    b) Assign Work Center Roles to Users
Hope it helps.
Regards,
Satish.

How to Get Missing Dates for Each Support Ticket In My Query?

Hello -
I'm really baffled as to how to get missing dates for each support ticket in my query. I did a search for this and found several CTE's however they only provide ways to find missing dates in a date table rather than missing dates for another column
in a table. Let me explain a bit further here -
I have a query which has a list of support tickets for the month of January. Each support ticket is supposed to be updated daily by a support rep, however that isn't happening so the business wants to know for each ticket which dates have NOT been
updated. So, for example, I might have support ticket 44BS which was updated on 2014-01-01, 2014-01-05, 2014-01-07. Each time the ticket is updated a new row is inserted into the table. I need a query which will return the missing dates per
each support ticket.
I should also add that I DO NOT have any sort of admin nor write permissions to the database...none at all. My team has tried and they won't give 'em. So proposing a function or storable solution will not work. I'm stuck with doing everything
in a query.
I'll try and provide some sample data as an example -
CREATE TABLE #Tickets
TicketNo VARCHAR(4)
,DateUpdated DATE
INSERT INTO #Tickets VALUES ('44BS', '2014-01-01')
INSERT INTO #Tickets VALUES ('44BS', '2014-01-05')
INSERT INTO #Tickets VALUES ('44BS', '2014-01-07')
INSERT INTO #Tickets VALUES ('32VT', '2014-01-03')
INSERT INTO #Tickets VALUES ('32VT', '2014-01-09')
INSERT INTO #Tickets VALUES ('32VT', '2014-01-11')
So for ticket 44BS, I need to return the missing dates between January 1st and January 5th, again between January 5th and January 7th. A set-based solution would be best.
I'm sure this is easier than i'm making it. However, after playing around for a couple of hours my head hurts and I need sleep. If anyone can help, you'd be a job-saver :)
Thanks!!

CREATE TABLE #Tickets (
TicketNo VARCHAR(4)
,DateUpdated DATETIME
GO
INSERT INTO #Tickets
VALUES (
'44BS'
,'2014-01-01'
INSERT INTO #Tickets
VALUES (
'44BS'
,'2014-01-05'
INSERT INTO #Tickets
VALUES (
'44BS'
,'2014-01-07'
INSERT INTO #Tickets
VALUES (
'32VT'
,'2014-01-03'
INSERT INTO #Tickets
VALUES (
'32VT'
,'2014-01-09'
INSERT INTO #Tickets
VALUES (
'32VT'
,'2014-01-11'
GO
GO
SELECT *
FROM #Tickets
GO
GO
CREATE TABLE #tempDist (
NRow INT
,TicketNo VARCHAR(4)
,MinDate DATETIME
,MaxDate DATETIME
GO
CREATE TABLE #tempUnUserdDate (
TicketNo VARCHAR(4)
,MissDate DATETIME
GO
INSERT INTO #tempDist
SELECT Row_Number() OVER (
ORDER BY TicketNo
) AS NROw
,TicketNo
,Min(DateUpdated) AS MinDate
,MAx(DateUpdated) AS MaxDate
FROM #Tickets
GROUP BY TicketNo
SELECT *
FROM #tempDist
GO
-- Get the number of rows in the looping table
DECLARE @RowCount INT
SET @RowCount = (
SELECT COUNT(TicketNo)
FROM #tempDist
-- Declare an iterator
DECLARE @I INT
-- Initialize the iterator
SET @I = 1
-- Loop through the rows of a table @myTable
WHILE (@I <= @RowCount)
BEGIN
-- Declare variables to hold the data which we get after looping each record
DECLARE @MyDate DATETIME
DECLARE @TicketNo VARCHAR(50)
,@MinDate DATETIME
,@MaxDate DATETIME
-- Get the data from table and set to variables
SELECT @TicketNo = TicketNo
,@MinDate = MinDate
,@MaxDate = MaxDate
FROM #tempDist
WHERE NRow = @I
SET @MyDate = @MinDate
WHILE @MaxDate > @MyDate
BEGIN
IF NOT EXISTS (
SELECT *
FROM #Tickets
WHERE TicketNo = @TicketNo
AND DateUpdated = @MyDate
BEGIN
INSERT INTO #tempUnUserdDate
VALUES (
@TicketNo
,@MyDate
END
SET @MyDate = dateadd(d, 1, @MyDate)
END
SET @I = @I + 1
END
GO
SELECT *
FROM #tempUnUserdDate
GO
GO
DROP TABLE #tickets
GO
DROP TABLE #tempDist
GO
DROP TABLE #tempUnUserdDate
Thanks,
Shridhar J Joshi
<If the post was helpful mark as 'Helpful' and if the post answered your query, mark as 'Answered'>

Creating support ticket from help

Dear friends,
When i create a support desk ticket from the help menu in any of the satellite sytems ,the sytem calls the standard transaction type SLFN , i have created my own transaction type which is a copy of the standard SLFN ,how do i create support ticket from help menu which calls my transaction type.
thanks
Harsha

Dear Fr,
Enter tcode dno_cust04 choose process type and double click it
Enter in the field value the ur ztransaction type.
Now whn you post ur ticket it wil take this transaction type for CRM Message which is ur z...
Remember every time you create a message both SLF1 basis message and CRM message is created and you can check it via document flow button ...in crmd_order tcode.
Please assign pts.
Edited by: Prakhar Saxena on Nov 18, 2008 2:34 PM

HP LaserJet 4250tn Printer Email Support ticket 7464810

Dear Sirs,
We have a support ticket no 7464810. Printer is getting BAD LOCID -4485 error on the control display.
We have carried out all the task that you have listed in your email. There is success. The error is resisting. After each new restart of the printer. the BAD LOCID -4485 error is shown on the display and if the printer was not used during the night the next morning the date from yesterday is shown. This means that the printer does not count the time passed.
Do we have to contact a hardware repair store. Who do we have to contact for a repair? Are there more things to do before contacting as hardware repair store?
Thank you in advance for your support.
Best regards,
Rolf K.

This is a user to user support forum, not a direct link to HP support. Check the email you received for the proper place to respond for further information.
Bob Headrick, HP Expert
I am not an employee of HP, I am a volunteer posting here on my own time.
If your problem is solved please click the "Accept as Solution" button ------------V
If my answer was helpful please click the "Thumbs Up" to say "Thank You"--V

My Objects on SLFN support ticket

Please could someone provide any information on the function: My Objects > Add to My Objects and Subscribe to/Cancel Object.
This appears on the SLFN support ticket.
Thanks

Contact a customer care agent via Live Chat.
Contact Customer Care
Nancy O.

How to make the CATEGORY field mandatory in the SMIN Support Ticket in test management?

Hi,
how to make the CATEGORY field mandatory in the SMIN Support Ticket in test management?
Rg,
Karthik

Hi Kamal,
This note steps will no validation that the user actually enters a value and the message will be created even if this 'required field' is left blank.
Any other way to validate the enter a value also?
Rg,
Karthik

How do I open a support ticket?

I am experiencing one frustration after another trying to down load and install CS6. Now it seems my "Support Advisor" software wants me to open a support ticket, but I have no idea how. Thanks!

Megsommers you can contact our support team at http://adobe.ly/yxj0t6.
If you are being advised to utilize the Adobe Support Advisor then please see Troubleshoot with install logs | CS5, CS5.5, CS6 - http://helpx.adobe.com/creative-suite/kb/troubleshoot-install-logs-cs5-cs5.html. You are welcome to post any errors you discover to this discussion.

On transfer agent 1 to agent 2 employee responsible on support ticket is..

hiee,
On call transfer from agent 1 to agent 2 employee responsible on support ticket is getting defaulted to Agent 1.
Calls that are transferred from Sales end up having the sales rep listed as the Employee Responsible in the Support Ticket. This makes the tickets "fall off the radar" because the Responsible Employee's Team is incorrectly determined to be the Sales Rep's Team or no team, instead of the Support Rep's team.
how to update the employee responsible in the support ticket from agent 1 to agent 2??

Are you saying the notes are incorrect?
No, I wasn't commenting on that at all. I was just saying that DBUA is the recommended way of upgrading databases... and that's in spades if you're talking about 100GB databases.
I'll lay odds that DBUA to 10.2.0.1 and then patching to 10.2.0.3 is quicker than exporting and importing 100GB of data.
(Applying a 10.2.0.3 patch is done with opatch and doesn't require a fresh installation of Oracle. A patch mostly just modifies the data dictionary: it's finished in minutes, not hours).
My real point: these sorts of questions are incredibly easy to ask, answer, discard, re-ask, modify, mull over and basically experiment with in a virtual environment.
And again: it's utterly bizarre why you wouldn't have physical access to this database (and keep in mind that I can't keep in mind little nuggets of information such as this one which you didn't see fit to share earlier!)
It's in a virtual server. Virtual servers can be zipped up and emailed! (OK, maybe not 100GB... but I've shipped a small hard disk in a zip-lok pack envelope half way round the world before now -though obviously it wasn't critical to have the contents of that envelope available for use all the time... Still, it sounds to me like here's a technology (virtualisation) that's not being properly exploited).

Sending Support Ticket to Adobe - Link Please?

Please provide the link where buyers of software can submit a ticket?
Thank You

Use the CHAT link under support. You cannot just send a support ticket you have to go through scripted support.
If you don't see a CHAT link be sure to fill in all the questions about the software you have and type of problem, as CHAT is only offered when applicable. Not, for example, for the free Adobe Reader.

Implementation pbms and support tickets..

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