RE: [sap-dev] SAP no longer supporse your call of standard FM's
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 | Posted by Huntr on May 11 at 5:22 PM |  Mark as helpful |
Hi,
I learned that if they see a "Z" word in your message, they won't bother reading your entire message. My issue was with a their own BAPI, but because I said that it was being called in my "Z" program, they right away turned around and told me "CONSULTING". I went back and forth telling them that, hey, first of all this is YOUR standard BAPI program, and I followed THEIR instructions on how to enhance it and, still, it was not doing what it was expected to do. When they finally investigated the issue, it turned out that their own BAPI is not capable of doing what's intended in the enhancement, even though that wasn't made clear anywhere in the BAPI documentation.
With the OSS statement, I was able to prove to my requestor that the BAPI itself was faulty.
Thanks,
Huntr
From: SQLUSA via sap-dev [mailto:sap-dev@Groups.ITtoolbox.com]
Sent: Tuesday, May 11, 2010 11:06 AM
To: Hunt, Reyleene
Subject: Re: [sap-dev] SAP no longer supporse your call of standard FM's
Posted by SQLUSA (DB, DW & BI Architect)
on May 11 at 2:10 PM Mark as helpful
>They are quibbling and will continue to do so until I give up and go
>away...
It takes special skills to deal with vendor support.
I really developed a talent for escalation with one BI vendor.
After a week with a complete novice support staff: "I am going to get fired
because you are not willing to escalate...."
In real bind: "My CEO is standing by me witnessing your incompetence and
demanding to talk to your CEO....or immediate escalation"
Kalman Toth, SQL Server Training & Business Intelligence Training
SQL 2008 GRAND SLAM: http://www.sqlusa.com/order2008grandslam/
_/_/_/_/_/_/_/_/_/_/_/_/_/_/_/_/_/_/_/_/_/_/_/_/_/_/_/_/_/_/_/_/_/_/_/_/_/_/_/_/_/_/_/_/_/_/
----- Original Message -----
From: "soldner via sap-dev" <sap-dev@Groups.ITtoolbox.com>
Sent: Tuesday, May 11, 2010 10:59 AM
Subject: RE: [sap-dev] SAP no longer supporse your call of standard FM's
>
>
> So SAP. We have even corrected their own code and sent it to them to fix,
> and still they quibble. They are like Microsoft.
>
> Steve Oldner
>
> From: R. Neal Wilhite via sap-dev [mailto:sap-dev@Groups.ITtoolbox.com]
> Sent: Tuesday, May 11, 2010 9:37 AM
> To: Steve Oldner
> Subject: Re: [sap-dev] SAP no longer supporse your call of standard FM's
>
> Posted by R. Neal Wilhite (Senior Project Manager)
> on May 11 at 10:39 AM Mark as helpful
>
> Nope,
>
> I restricted it to the actual FM's and they still refused to support it. I
> even went to the effort to prove that the problem is in their code. But
> because I can only prove it when I call it, its not their problem... They
> are refusing to support because I have to mention that it is called in an
> exit in a Z include.
>
> I've proven that the issue is with their code, but they just don't want to
> honor their word... I'm sorry, I just mis-spoke my self. They are
> quibbling and will continue to do so until I give up and go away...
>
> Neal
>
> -----Original Message-----
> From: Keith Lewis via sap-dev <sap-dev@Groups.ITtoolbox.com>
> To: R. Neal Wilhite <wilhiten@aol.com>
> Sent: Tue, May 11, 2010 8:59 am
> Subject: RE: [sap-dev] SAP no longer supporse your call of standard FM's
>
> Posted by Keith Lewis (Senior SAP Logistics Analyst)
> on May 11 at 9:01 AM
> Mark as helpful
>
>
> Yeah, I think they class that as Consulting. The reason being that the
> problem could be, for example, the way you are calling it, or the way you
> are creating the delivery in your Z program and they would have to debug
> your code to find out why it's happening. They will support the actual FM,
> but not the custom calling program.
>
> Cheers
>
> Keith
>
> Keith Lewis
> Senior SAP Logistics analyst
>
>
> From: R. Neal Wilhite via sap-dev [mailto:sap-dev@Groups.ITtoolbox.com]
> Sent: Tuesday, May 11, 2010 1:43 PM
> To: Lewis, Keith
> Subject: [sap-dev] SAP no longer supporse your call of standard FM's
>
> Posted by R. Neal Wilhite (Senior Project Manager)
> on May 11 at 8:41 AM
>
> Just for fun I thought I'd pass along a response from SAP OSS.
>
> I said, "...In ZVI_DELIVERY_PROCESS we call "CALL FUNCTION 'READ_TEXT'".
> It returns
> exception 4. However, the sought long text was just saved. It was saved
> in from the delivery and the delivery used and update task. Therefore
> the commit of the long text is of uncertain timing..."
>
>
>
> They said, "...As we stated in our prior reply, we are unable to perform
> this type of
> service.
>
> We know that you are aware of this fact, but, as per SAP Active Global
> Support procedures, I am obliged to remind you of the services offered
> by the SAP Support team.
>
> Our mission is to help you, our customers, with any error and/or bug of
> standard delivered software licensed from SAP. When malfunctions are
> reported (providing clear evidence that the cause can be attributed to
> SAP licensed software), then SAP will provide support to you, our
> customer 24x7, by providing information on how to remedy, avoid and
> bypass errors."
>
> What I get out of this is that if you use one of their FM's in your code,
> just as they use it in their code, they will not support any error that
> occurs in their FM. LOL! I guess it's back to the old OSS that we know and
> love...
>
> Neal
> Confidentiality.
> This electronic transmission is strictly confidential to the sender and
> intended solely for the addressee. It may contain information which is
> covered by legal, professional or other privilege. If you are not the
> intended addressee, or someone authorised by the intended addressee to
> receive transmissions on behalf of the addressee, you must not retain,
> disclose in any form, copy or take any action in reliance on this
> transmission. If you have received this transmission in error, please
> notify the sender as soon as possible and destroy this message.
__.____._ I learned that if they see a "Z" word in your message, they won't bother reading your entire message. My issue was with a their own BAPI, but because I said that it was being called in my "Z" program, they right away turned around and told me "CONSULTING". I went back and forth telling them that, hey, first of all this is YOUR standard BAPI program, and I followed THEIR instructions on how to enhance it and, still, it was not doing what it was expected to do. When they finally investigated the issue, it turned out that their own BAPI is not capable of doing what's intended in the enhancement, even though that wasn't made clear anywhere in the BAPI documentation.
With the OSS statement, I was able to prove to my requestor that the BAPI itself was faulty.
Thanks,
Huntr
From: SQLUSA via sap-dev [mailto:sap-dev@Groups.ITtoolbox.com]
Sent: Tuesday, May 11, 2010 11:06 AM
To: Hunt, Reyleene
Subject: Re: [sap-dev] SAP no longer supporse your call of standard FM's
Posted by SQLUSA (DB, DW & BI Architect)
on May 11 at 2:10 PM Mark as helpful
>They are quibbling and will continue to do so until I give up and go
>away...
It takes special skills to deal with vendor support.
I really developed a talent for escalation with one BI vendor.
After a week with a complete novice support staff: "I am going to get fired
because you are not willing to escalate...."
In real bind: "My CEO is standing by me witnessing your incompetence and
demanding to talk to your CEO....or immediate escalation"
Kalman Toth, SQL Server Training & Business Intelligence Training
SQL 2008 GRAND SLAM: http://www.sqlusa.com/order2008grandslam/
_/_/_/_/_/_/_/_/_/_/_/_/_/_/_/_/_/_/_/_/_/_/_/_/_/_/_/_/_/_/_/_/_/_/_/_/_/_/_/_/_/_/_/_/_/_/
----- Original Message -----
From: "soldner via sap-dev" <sap-dev@Groups.ITtoolbox.com>
Sent: Tuesday, May 11, 2010 10:59 AM
Subject: RE: [sap-dev] SAP no longer supporse your call of standard FM's
>
>
> So SAP. We have even corrected their own code and sent it to them to fix,
> and still they quibble. They are like Microsoft.
>
> Steve Oldner
>
> From: R. Neal Wilhite via sap-dev [mailto:sap-dev@Groups.ITtoolbox.com]
> Sent: Tuesday, May 11, 2010 9:37 AM
> To: Steve Oldner
> Subject: Re: [sap-dev] SAP no longer supporse your call of standard FM's
>
> Posted by R. Neal Wilhite (Senior Project Manager)
> on May 11 at 10:39 AM Mark as helpful
>
> Nope,
>
> I restricted it to the actual FM's and they still refused to support it. I
> even went to the effort to prove that the problem is in their code. But
> because I can only prove it when I call it, its not their problem... They
> are refusing to support because I have to mention that it is called in an
> exit in a Z include.
>
> I've proven that the issue is with their code, but they just don't want to
> honor their word... I'm sorry, I just mis-spoke my self. They are
> quibbling and will continue to do so until I give up and go away...
>
> Neal
>
> -----Original Message-----
> From: Keith Lewis via sap-dev <sap-dev@Groups.ITtoolbox.com>
> To: R. Neal Wilhite <wilhiten@aol.com>
> Sent: Tue, May 11, 2010 8:59 am
> Subject: RE: [sap-dev] SAP no longer supporse your call of standard FM's
>
> Posted by Keith Lewis (Senior SAP Logistics Analyst)
> on May 11 at 9:01 AM
> Mark as helpful
>
>
> Yeah, I think they class that as Consulting. The reason being that the
> problem could be, for example, the way you are calling it, or the way you
> are creating the delivery in your Z program and they would have to debug
> your code to find out why it's happening. They will support the actual FM,
> but not the custom calling program.
>
> Cheers
>
> Keith
>
> Keith Lewis
> Senior SAP Logistics analyst
>
>
> From: R. Neal Wilhite via sap-dev [mailto:sap-dev@Groups.ITtoolbox.com]
> Sent: Tuesday, May 11, 2010 1:43 PM
> To: Lewis, Keith
> Subject: [sap-dev] SAP no longer supporse your call of standard FM's
>
> Posted by R. Neal Wilhite (Senior Project Manager)
> on May 11 at 8:41 AM
>
> Just for fun I thought I'd pass along a response from SAP OSS.
>
> I said, "...In ZVI_DELIVERY_PROCESS we call "CALL FUNCTION 'READ_TEXT'".
> It returns
> exception 4. However, the sought long text was just saved. It was saved
> in from the delivery and the delivery used and update task. Therefore
> the commit of the long text is of uncertain timing..."
>
>
>
> They said, "...As we stated in our prior reply, we are unable to perform
> this type of
> service.
>
> We know that you are aware of this fact, but, as per SAP Active Global
> Support procedures, I am obliged to remind you of the services offered
> by the SAP Support team.
>
> Our mission is to help you, our customers, with any error and/or bug of
> standard delivered software licensed from SAP. When malfunctions are
> reported (providing clear evidence that the cause can be attributed to
> SAP licensed software), then SAP will provide support to you, our
> customer 24x7, by providing information on how to remedy, avoid and
> bypass errors."
>
> What I get out of this is that if you use one of their FM's in your code,
> just as they use it in their code, they will not support any error that
> occurs in their FM. LOL! I guess it's back to the old OSS that we know and
> love...
>
> Neal
> Confidentiality.
> This electronic transmission is strictly confidential to the sender and
> intended solely for the addressee. It may contain information which is
> covered by legal, professional or other privilege. If you are not the
> intended addressee, or someone authorised by the intended addressee to
> receive transmissions on behalf of the addressee, you must not retain,
> disclose in any form, copy or take any action in reliance on this
> transmission. If you have received this transmission in error, please
> notify the sender as soon as possible and destroy this message.
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