Remote Support for Customers in the Java Environment Marc Chan, SAP Labs.

Remote Support for Customers in the Java Environment

Marc Chan, SAP Labs

2002 SAP Labs, Marc Chan 2

Agenda

Motivation

Problems to be solved

SAP’s solution

Rules of the game

UI / Browser Handling

Summary


Motivation

A Java application is started at the customer site,an error occurs


Motivation

ABAP operate the application from within SAP connect to customer system debug

JAVA copy customer sources and database contents to SAP server in case

of modified sources or data dependent bugs

or install NetMeeting or pcAnywhere at the customer site

to handle UI to run IDE at customer site

or use tracing facilities


Motivation

Scenario 1 Java VM runs at the customer site, SAP delivers binaries

SapCustomerCustomer

Java VM

Java sources

SAPSAP

disadvantages copy sources from SAP to customer Java IDE at customer site required IDE project has to be configured at customer site install NetMeeting/pcAnywhere

to handle UI to handle IDE

Java IDE


Motivation

Scenario 2 Java VM runs at SAP side

SAPSAP CustomerCustomer

disadvantages missing data (e.g. customer database tables not available at SAP) no “real” test scenario due to changed environment

Java VM

dataJava IDE


Motivation

Scenario 3 Java VM runs at customer site, IDE runs at SAP side

SAPSAP CustomerCustomer

Java IDE Java VM


Agenda

Motivation


SAP’s solution

Rules of the game


Summary



Problems Debugging cannot take place in the environment where the error

occurs (scenario 2) Java Debugging uses the Java Debug Wire Protocol which does not

penetrate firewalls (scenario 3) “Normal” remote debugging as available in most JAVA IDE will not work

No security aspects covered in the Java Platform Debugger Architecture (all scenarios)

SAP's customers will insist on keeping control of who connects to their system, when he does so, and for which purpose

GoalMake JAVA Remote Debugging as easy and comfortable as R/3 Debugging for both customers and service members



Procedure needed that makes it possible to

connect to the customer‘s system in a most secure way operate UIs from SAP side

application and IDE find out the affected source ( project name, version + patch level, location in

SAP source management system) avoid copying of sources and data


Agenda

Motivation


SAP’s solution

Rules of the game


Summary


SAP‘s solution

Use proven SAProuter technique

SAProuter can be used as addendum to the firewall can manage network access through the firewall can log network access (e.g. SAP service center

connects to customer network) reads in Route Permission table which connections are admissible

WAN LAN

SAProuter

no entry in route permission table


SAP’s solution

SAP Customer

Java IDE JVM

WAN

Firewall FirewallS

AP

rou

ter

SA

Pro

ute

r

Source code Binaries


Agenda

Motivation


SAP’s solution

Rules of the game


Summary


Rules of the game – customer site

Register new connection via known OSS mechanism


Rules of the game – customer side


Add new entry to Route Permission table e.g. P sapserv3.wdf.sap-ag.de <customer IP address> <port>

Start Java VM on <customer IP address> in debug mode listening to port <port>

Pass information about the appropriate JAVA sources to SAP (step by step instruction how to get this information is available)

Open connection

Only constraint at the moment:

Java source code must not be modified by customers!


Rules of the game – SAP side

In SAP internal Customer Service System open customer message go to service connections select Java Debug Service download customer connection data to local PC (no passwords)

On the local PC start SAP Java IDE create new Java Project using the information delivered by the

customer set breakpoints in Java Coding



SAP Java IDEAutomatic project

creation



start debugging

SAP Java IDE

customer connection

viewFill in name of the project

Choose customer from list

Connect to customer system



Advantages no IDE on customer site needed, therefore no licensing model for our

customers required developers / service members use a debug environment they are

accustomed to minimal effort on the customer side


Agenda

Motivation


SAP’s solution

Rules of the game


Summary



Problem Application has to be operated to reproduce the error

Status quo install NetMeeting/pcAnywhere

errors caused by browser settings are difficult to find

ask the customer to handle the UI complicated communication by phone time consuming for customer

Needed Run the VM / application at customer site, handle UI from SAP

Solution

Use SAP Web Dispatcher as Proxy



SAP CustomerCustomer

Service System

Server in LAN

WAN

SA

Pro

ute

r

SA

Pro

ute

r

HTTP Client

SAP Web Dispatcher

Proxy

Authenticate

Connection Data

Password



Nearly the same procedure as creatinga JAVA Remote Debug Service

activate new service “HTTP Connection” in OSS pass URL of your Intranet application to SAP add necessary entries to Route Permission table security aspects identical to other connection types


Agenda

Motivation


SAP’s solution

Rules of the game


Summary


Java Remote Debugging

Summary Java Debugging at the customer site nearly as simple as ABAP

Debugging for both customers and service members No upgrade/support packages needed at the customer site creation of new services via well-known procedures

Using this technology, the effective support known from R/3 will be extended to SAP‘s Java customers


Q&A

Questions?

Remote Support for Customers in the Java Environment Marc Chan, SAP Labs.

Documents

Transcript of Remote Support for Customers in the Java Environment Marc Chan, SAP Labs.