L1 support knowledge base

Hi,
What kind of SAP knowledge needs to be possessed by personnel providing SAP L1 support?
Regards
Deepthi

Hi,
Apart from the points discussed above you can have an idea about the below points.
1. Your company should have the module wise FAQs of the applications that the users use on a day to day basis. This FAQs should cover many of the common error and their solutions. As an L1 person you should guide the user to such FAQs. If this kind of FAQs are not there, you should co-ordinate with the concerned teams to get this up and available for the users.
2. Users may face issues with login like password problem, authorisation problem to access a particular tcode etc. Some times L1 team might themselves be given authority to handle this or need to co-ordinate with basis etc.
3. Some users may face issues in downloading a certain reports (custom and/or standard). You should guide them here.
4. Some users may face issues that a certain report is running long today, than previous days. In this case you can co-ordinate with basis team to get some clue.
5. In case if its beyond your reach to solve the issue, you should escalate the issue to the next level and keep the users updated about the progress of the issue.
Regards
Vimal

Similar Messages

Three days ago I replaced an earlier Adobe Flash with version 10.1.85.3. This has not appeared in the list in Tools/Addons/Plugins to permit me to enable it in Firefox, and I can't find the answer in the knowledge base.

Re. installing/enabling a Flash plugin
1 I'm running Firefox version 3.6.10 on Windows XP SP3.
2 Three days ago Secunia PSI informed me the installed version of Flash was a security threat so I uninstalled it then installed the latest version 10.1.85.3 . It appears in the Control Panel add and remove programs listings.
3 As of 2 days ago BBC iplayer keeps telling me I need to install (latest version of?) Flash.
4 I don't have this problem using my fallback Internet Explorer.
5 Assuming I needed to enable Flash in Firefox I went to Tools/Addons/Plugins but Flash is not listed there.
6 Firefox Support/Knowledge base/Installing the Flash plugin doesn't help - in step 2 I don't see the yellow 'Additional plugins are required...' bar when I go to the Adobe test page, but then why should I, it's already installed.
6 What's going on - please help!

I have the same problem as luiszamarreno. I tried using the following to update:
sudo apt-get --purge remove adobe-flashplugin flashplugin-nonfree; sudo apt-get --purge autoremove; sudo apt-get clean; sudo apt-get upgrade; sudo apt-get --purge autoremove; sudo apt-get install flashplugin-nonfree
Now I have the "flashplugin-nonfree" v. 10.01.218+really9.0.283.0ubuntu1 and it still doesn't work for the Facebook plugin. I get the notice it has crashed and needs to be updated. I also get a notice to update on the plugins page under tools --> addons. When I try that, it goes to the Adobe Web site, which I have seen on Ubuntu support sites that I do not want to upgrade from there.
Does anybody have an answer to this?

Apple knowledge base keywords

Hey all, sorry if this is a bit OT, but I figure that fellow server wranglers are often looking thru the apple knowledge base so this would be a good place to ask...
Apple used to have a doc dealing with keywords and their usage within the site, located below, but it is now dead...
http://docs.info.apple.com/article.html?artnum=75178
I was hoping someone knows where it now lives....
Thanks in advance!

Safari 7.1 can't display Apple Knowledge Base p...
Can't view Apple Support Knowledge Base in Safari
Apple Knowledgebase pages often blank

Recording of WCI Knowledge Base + "Support Community" Discussions Webinar

Hello,
Thanks to all who participated in this valuable webinar. The recording is available via the links toward the bottom of this posting.
Topic: WCI Knowledge Base and Community Discussions Webinar
Date: Tuesday, September 28, 2010
Agenda -
- The Knowledge Base on My Oracle Support
New WCI Product Master Notes
New Video Demonstrations of Logging Spy and Wireshark
Insight into the New Knowledge Management Process
- The WCI Community
New Discussion Forum for Customers
- How do these support options fit into the Service Request Process?: KB->Community->SR
Stream the video here: Knowledge Webinar
Download the video here: Knowledge Webinar Download

Hi,
Good question. No, we will not move the content of the OTN forum to the Support Community Forum is the short answer.
Just to be clear, the OTN forum for WCI will remain in place and is not being replaced by the Support Community Forum. The Support Community Forum is a supplemental forum which you are welcome to use as you desire.
The main difference between the two forums is that the Support Community Forum is discretely monitored by the Technical Support team for WCI. We are the owners and the monitors of the Support Community Forum and we have set up monitoring tasks to ensure that posted questions are acknowledged and responded to by support as soon as possible. Conversely, while we occasionally participate in discussions on the OTN forum, that participation is much more informal.
Steve

Since cahnging FIOS Internet provider, which required a router to go in front of "AirPort" I have a blinking yellow on the AirPort and suggested editing in AirPort utility to cahnge from Double NAT to "Bridge Mode" my knowledge base is not clear as t

How do I clean up my new FIOS connection? I just cahnged ISP Fios and they reqquired a router of thier own in front of my AirPort Extreme. Since then I have blinking yellow light on the AirPort and AirPort utility keeps promting for an edit. Suggests canging from NAT to "Bridge mode". Obviuosly U have some internet or this post would not go anywhere, my knowledge base is not enought to feel comfortable with changing the settings. Correctly editing can be tricky, so how do I make necessary changes?

How do I clean up my new FIOS connection?
The FIOS router needs to be in Bridge Mode to prevent the Double NAT error from occurring when two routers are both fighting with each other for control of the network.
Unfortunately, the likely problem from the FIOS side is that FIOS support will either tell you that their router cannot be configured to operate in Bridge Mode, or if it can, they will not tell you how to do it.
But, it could not hurt to check with FIOS to see if anything might have changed recently in this regard, so your first call would be to FIOS support.
If you cannot change the FIOS router to Bridge Mode, the alternate plan would be to change the AirPort Extreme to Bridge Mode. If you are using the Guest Network feature on the AirPort Extreme at this time, that feature will not work correctly when the AirPort is set up in Bridge Mode.

I have the problem described in /forums/knowledge-base-articles/704725. (Firefox is already running but not responding). My only solution is to use Task Manager to end the firerfox process. I am the only user and there are no other profiles on my system

Occasionally I have the problem discussed in /forums/knowledge-base-articles/704725 , Firefox is already running. My only fix is to use Task Manager to end the firefox process. At such tmes, I have no other instances running.

'''https://support.mozilla.org/questions/997866?esab=a&s=&r=1&as=s'''.<BR>
This is not a cure but will make it easier if Firefox locks up.

Repair Disk Permissions utility stalled - I have read the knowledge base

I have researched the knowledge base and search for posts on this and cannot find answer: Running 10.4 at the latest version. used the original install 1 disc I received with Tiger to repair disc permissions (like Apple support has told me to do in the past, but my current research said I do not need to do this unless certain parameters are met, and none of the parameters applied, but oh well, I am here anyway). Cold Boot from the original install disc 1 and slected the start up disk I use (I only have one start up disc/drive). Did a repair disc permissions and got a long running routine that reporting a lot of fixes, then the utility has stalled -- no progress on the progress bar. I "stopped" the process using the "stop repair" button (three times). The log reflected the utility stopped, but the progress bar still is blue and not moving (for a couple of hours). When I go to quity File >Disk Utility, it warns me that Disk Utility is running and this may make my system unstable/unsuable.
QUESTION: CAN I JUST QUIT DISK UTILITY AND NOT HAVE ANY ADVERSE AFFECT ON MY IMAC DRIVE?

Thanks for your advice, I still have an issue:
-after the first repair disk permission "stalled" process, I exited Disk Utility and cold booted the machine after I had disconnected all external devices other than the original iMac keyboard
-obtained the combo patch for 10.4.7 from the Apple download site (it had already been installed but I reinstalled per your advice)
-re-applied the combo patch and then did another cold boot
-ran Disk Utility from the original Tiger install #1 disk, and then selected "repair disk permissions" for my start up disk (I only have one)
- process ran for 10 minutes or so then gave the following error message: "Disk Utility Error: Disk Utility has lost its connection with disk utility management tool and cannot continue. Please quit disk utility and re-launch disk utility"
- I pushed the "stop disk permission repair" button, then quit disk utility, then cold booted the machine again.
-re-applied combo patch as above, then cold booted the machine
-ran disk utility from the original iMac install #1 disk, ran "repair disk permissions", and then received the same error message as above.
- I then just quit Disk Utility and cold booted the machine again and went about my business. There does not seem to be any problem with the machine (was not before, but I ran repair permissions thinkging this was a routine maintenance taks that should be run)
- in my prior search of the knowledge base, I found the following information about repair disk permissions:
Location: http://discussions.apple.com/thread.jspa?messageID=607495&#607495
How often should I Repair Permissions?
You do not need to Repair Permissions on a regular basis.
There are only three occasions you need to do this:
1. When you have just installed something that required you to run an Installer, rather than just copying some software to a folder. This should be done for both Apple and non-Apple software.
2. When you have been working on your OS X files or folders while booted from OS 9, or remotely connected via a non-OS X machine, since OS 9 and other systems do not handle OS X's permissions correctly.
3. The other case is if your system is behaving strangely, when you should run Disk Repair from your CD followed by Repair Permissions. This is just to eliminate these things before going on to further trouble-shooting.
Otherwise you can happily forget about Permissions!"
So, it would appear I do not need to do anything else; the machine seems to be working properly. Is there anything else I need to do? thanks for the help! Bob

Using RH to create Knowledge Base

We are revamping the support area of our product website and we want to add a searchable knowledge base.
As most of the information users want is already present in the help system, I'm considering expanding and slightly reorganising the help system and using that as the knowledge base rather than creating a new database with duplicate information.
We would create a new entry point and have a number of FAQs and links that go directly to the relevant part of the help.
Has anyone done this using RH and/or does anyone have any thoughts on this idea?
And is it possible to search a compiled webhelp RH project from an external search box?
Thanks

Hi there
As for the question of whether it's possible to search a compiled webhelp RH project from an external search box, I'm going to crawl out here on a limb and say it should be. After all, WebHelp (making an assumption here that you are using WebHelp) is nothing more than a collection of HTML pages all packaged together with a frameset and fancy coding that allows it to work as a unit. So if the search can crawl through typical web pages, it should be able to manage that.
Cheers... Rick

Where is the Link to search Knowledge Base?

I was trying to tell another user where to find a link to do a search of the Apple Knowledge Base articles but I've come up empty handed. I looked all over the support page but only find the basic "search" box or two. Where is the one where more detailed searches can be done? Thanks.
Regards,
Steve M.

Hey!
Try:
http://kbase.info.apple.com/
You can select which category to search with too. (Technical Articles, Manuals etc..) by Model, language etc..Quite detailed
Hope this helps!

What happened to these knowledge base articles?

I work in the Information Technology infrastructure department of a medium-sized media company. My employer still makes heavy use of Adobe Creative Suite 2, despite its age. This is due to both compatibility and cost factors associated with upgrading all of our designers to new Macs with CS5.
Frequently, our Adobe CSx users complain about being unable to modify server-side files in Photoshop because it reports that the files are locked. The specific error they receive is "Could not complete the request because the file is locked". In the past, I found the following Adobe Knowledge Base articles for the varoius releases of Photoshop:
7.x - CS: http://kb2.adobe.com/cps/322/322291.html
CS2: http://kb2.adobe.com/cps/332/332534.html
CS4 - CS5: http://kb2.adobe.com/cps/406/kb406794.html
All three articles were nearly identical to one another, with the only real difference being in the "products affected" section. If you follow those URLs, you will find that only the last one for CS4 and CS5 is working. We found that pointing users complaining of the file locked error in Photoshop was a massive help to our case that users should copy the files locally, modify them, then copy them back to the server. Once they saw the words from the horse's mouth, they stopped bugging us about the problem or accusing us of not knowing what we were doing.
Just today I had another CS2 user complain about this problem in Photoshop. I went to give him the above URL for CS2, but decided to click the link first. I found that it gave me a HTTP 404 "page not found" error. I found the same thing with the 7.x - CS article. As I said previously, we rely heavily on these knowledge base articles for backup on the information we were giving to the users on this issue. We did not keep a PDF copy of the KB articles.
I understand that the versions 7.x - CS2 are old, but I have located other CS2 knowledge base articles that are still up. I have also discovered a Japanese language version of the CS2 article I am looking for that is still published (http://kb2.adobe.com/jp/cps/231/231270.html). Does anyone know where I might find the missing KB articles? Would it be possible for me to contact Adobe directly? We do not have an active support agreement.
Scott W. Sander

Many of our users are not sophisticated enough to try to search vendor knowledge bases for solutions to their problems. It seems almost everyone submits helpdesk tickets to us for every problem they experience. We have previously explained that the problem is inherent in the product, but it was not until we supplied the actual knowledge base articles from Adobe that it quited the users down. They simply did not believe us and assumed we were incompetent because we were not able to solve the problem for them.
As for the CS4/CS5 link, thank you. You are correct. I had pasted them in from an old e-mail but the formatting was screwed up so I retyped them all manually and seem to have made a typo.
The suggestion about keeping the KB articles offline now is a good one. I thought of that already and did previously save a copy of the CS4/CS5 article as a PDF before I created this thread. The suggestion of modifying the HTML of the CS4/CS5 article to include the other versions is also good one, and I will probably do that. But I still wish I could somehow access the real KB articles. As I said in my first post, we found that users hearing it from the horse's mouth was really the only way to get them to believe us in most cases. Of course, maybe they won't know the difference with this custom PDF. It just seems a bit dishonest and there is a small risk of being caught.
I don't understand why Adobe would remove the articles for 7.x - CS2, even if they are old and not officially supported anymore. Heck, CS2 was released in 2005 and there are Pagemaker articles still published and the last version of that was released in 2001. What is laughable is that there is a link on the error pages to report a broken link, but if you click that all it does is take you to the normal support portal where there is no place to report broken links.
In any case, I will create the custom PDF but if anyone has an archived copy of the missing KB articles or knows how I might be able to get them from Adobe, please let me know. Thank you.

Cant search solutions in Knowledge base while creating SR

I have a custom responsibility for customer support specialist (Custom Tech Support ) and I need the solutions in KnowledgeBase searchable, while creating the service request.
I have the following defined:
category security group - Custom Tech Support Group
added the categories in which the solutions already exist.
added the authoring flow.
All the solutions/statements/categories have the visibility - EXTERNAL
changed the following at responsibility level: Custom Tech Support
Profile options :
Knowledge: Assigned Category Security Group – Custom Tech Support Group
Knowledge: Assigned Statement Visibility Level - Internal
Knowledge: Assigned Visibility Level - Internal
Knowledge: Default Solution Visibility Level - External
Knowledge: Default Statement Visibility Level - External
----I have switched the visibility from internal to external, but still cant search the solutions in the knowledge base. In the search region I can see solution categories tab has something returned , but no result is retrieved under solutions tab.
I am not sure where I have missed the step.
Any help will be appreciated.
Thanks in advance.

On second thought, will a parser be able to interpret the HTML tags within my XML? For example, the answer tags contain paragraphs, line breaks, tables, etc using HTML tags.

Can UCE communicate to the Universal Knowledge Base and Universal Software

Question
Can UCE communicate to the Universal Knowledge Base and Universal Software Component Repository through a company proxy server?
Answer
During the install process of the OnStage Management Server, the OnStage EZ-installer will detect your local proxy server whilst establishing communications with the Aduva Universal Servers.
In this instance, the user is prompted for the proxy parameters, including IP address of the proxy or proxy server name if DNS is present, proxy user name and password.
This information is stored locally in the .director.rc file and is never communicated to Aduva or any other 3rd party.
Once the proxy settings have been correctly inputed during installation, OnStage will indeed work through the proxy server.

Welcome to Apple Discussions.
I assume you have already tried what has been said in this: iPod shows up in Windows Explorer but not in iTunes, iPod Service Error or Please reinstall iTunes and Fast User Switching in Windows XP is not supported?
Sorry if you have, but have to know first.

Help Desk Knowledge Base & Training Video Screen Recording

Spiceworks has a knowledge base feature: http://community.spiceworks.com/help/Knowledge_Base_Overview
Although, I do not think it has the ability to host videos currently. You could host your videos on YouTube and link to them.
I have not started using the Spiceworks KB yet, as mine is in MediaWiki, which you may want to take a look at as well.

My company asked me to start thinking about the feasibility of implementing a knowledge base system for our internal technical support staff, and also one for our customers. With the customer's kb, they also want to have me create training videos on all of the different software packages we support.I have looked at using wordpress for a knowledge base, but it I would like something more designed at being a knowledge base rather than having to add in functionality. I have also looked at moodle which seems good for the courses with training videos, but seems also to not have a great knowledge base function. I could be missing something blatant as I only briefly played around in these systems.So....
Does anyone have any suggestions on a knowledge base system?
Also, any suggestions on screen recording software? Specifically those with tools...
This topic first appeared in the Spiceworks Community

New Knowledge base docs for LP X

For everyone here seeking help and/or offering it, there is a whole new set of at least a hundred (100) Apple Knowledge Base docs about LP X. I stumbled upon it, searching for something else. My first impression is that they're very useful and deceptively simply and well written, and a very good source to refer to for specific subjects.
http://support.apple.com/kb/index?page=search&product=&q=Logic%20Pro%20X&src=sup port_site.kbase.search.searchresults

AOS, must be that cheap Safari browser... <g>
I get a full page of help articles.
http://support.apple.com/kb/index?page=search&product=&q=Logic%20Pro%20X&src=sup port_site.kbase.search.searchresults
This is part of the page.

Knowledge Base

Really need to have a knowledge base area available in Cloud Offering. I am finding that without this feature, it will be increasingly more difficult to look up help topics, and search on FAQ's
Any timeline on this enhancement?
This topic first appeared in the Spiceworks Community

petsal00,
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posting. That concerns us, and has triggered this automated reply.
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Be sure to read the forum FAQ about what to expect in the way of responses:
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If this is a reply to a duplicate posting, please ignore and accept our apologies
and rest assured we will issue a stern reprimand to our posting bot.
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L1 support knowledge base

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