Remote Support for Customers in the Java Environment Marc Chan, SAP Labs.
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Transcript of Remote Support for Customers in the Java Environment Marc Chan, SAP Labs.
![Page 1: Remote Support for Customers in the Java Environment Marc Chan, SAP Labs.](https://reader036.fdocuments.us/reader036/viewer/2022062714/56649d405503460f94a19eab/html5/thumbnails/1.jpg)
Remote Support for Customers in the Java Environment
Marc Chan, SAP Labs
![Page 2: Remote Support for Customers in the Java Environment Marc Chan, SAP Labs.](https://reader036.fdocuments.us/reader036/viewer/2022062714/56649d405503460f94a19eab/html5/thumbnails/2.jpg)
2002 SAP Labs, Marc Chan 2
Agenda
Motivation
Problems to be solved
SAP’s solution
Rules of the game
UI / Browser Handling
Summary
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Motivation
A Java application is started at the customer site,an error occurs
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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
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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
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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
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Motivation
Scenario 3 Java VM runs at customer site, IDE runs at SAP side
SAPSAP CustomerCustomer
Java IDE Java VM
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Agenda
Motivation
Problems to be solved
SAP’s solution
Rules of the game
UI / Browser Handling
Summary
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Problems to be solved
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
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Problems to be solved
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
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Agenda
Motivation
Problems to be solved
SAP’s solution
Rules of the game
UI / Browser Handling
Summary
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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
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SAP’s solution
SAP Customer
Java IDE JVM
WAN
Firewall FirewallS
AP
rou
ter
SA
Pro
ute
r
Source code Binaries
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Agenda
Motivation
Problems to be solved
SAP’s solution
Rules of the game
UI / Browser Handling
Summary
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Rules of the game – customer site
Register new connection via known OSS mechanism
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Rules of the game – customer site
Register new connection via known OSS mechanism
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Rules of the game – customer site
Register new connection via known OSS mechanism
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Rules of the game – customer site
Register new connection via known OSS mechanism
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Rules of the game – customer site
Register new connection via known OSS mechanism
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Rules of the game – customer site
Register new connection via known OSS mechanism
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Rules of the game – customer side
Register new connection via known OSS mechanism
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!
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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
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Rules of the game – SAP side
SAP Java IDEAutomatic project
creation
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Rules of the game – SAP side
start debugging
SAP Java IDE
customer connection
viewFill in name of the project
Choose customer from list
Connect to customer system
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Rules of the game – SAP side
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
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Agenda
Motivation
Problems to be solved
SAP’s solution
Rules of the game
UI / Browser Handling
Summary
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UI / Browser Handling
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
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UI / Browser Handling
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
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UI / Browser Handling
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
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Agenda
Motivation
Problems to be solved
SAP’s solution
Rules of the game
UI / Browser Handling
Summary
![Page 31: Remote Support for Customers in the Java Environment Marc Chan, SAP Labs.](https://reader036.fdocuments.us/reader036/viewer/2022062714/56649d405503460f94a19eab/html5/thumbnails/31.jpg)
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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
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Q&A
Questions?