SAP EP – Netweaver Portal

Symptom

Support requirements for message handling in the Universal Worklist area.
Other terms

Help, UWL, Universal Worklist
Reason and Prerequisites

Having the following documentation attached to the message facilitates prompt message processing of issues in the UWL area.
Solution

At a minimum, when raising issues in the EP-BC-UWL component, please include the following information:
The versions of the Portal/KMC/J2EE including support package level and patch.Screen captures of the error message that you are seeing, including the full navigation path from the portal.Along with the screen capture, please document in detail step by step on how to reproduce the issue that you are seeing.The complete error message that is displayed.Is the error happening for all users accessing the portal or only specific users?A full list of deployed components on the portal.Raise the trace level, reproduce the issue and attach the latest defaul trace file.

For 7.0 release do the following:
- Open the services tree in Visual Administrator.
- Go to “Log Configurator” service.
- On the “Runtime” tab, in the right-hand pane, select the “Locations” sub-tab. Look at the “Log Controllers” tree.
- Expand to: ROOT LOCATION/com/sap/netweaver/bc/uwl.
- Click “uwl”.
- Change the severity to level “All”.
- Click the “Copy severity to subtree” button to update the change to all subcomponents.
- Click the “Apply” button to save changes.
For CE 7.1.0 and CE 7.1.1 releases do the following:
- Open the Netweaver administrator at http://server:port/nwa
- Go to Problem Management/Log Configuration
- Choose Log Configuration
- In Show dropdown select Tracing Locations
- Expand to: ROOT LOCATION/com/sap/netweaver/bc/uwl. – Choose “uwl”. – Change the severity to level “All”.
- Click the “Copy To Sub-Tree” button to update the change to all subcomponents. – Click the “Save Configuration” button to save changes.
Reproduce the issue and than the trace file will be updated with the needed information.
You can find the latest trace file for attachment at the following location: /usr/sap//JC/j2ee
/cluster/server/log

The UWL log files located in the following directory: /usr/sap//JC/j2ee/cluster/server/log/applications/sap.com/uwlFor prompt checking of log files, please include the userid which received the issue and the approximate date and time that the issue was created.

The next area of this note details additional requirements needed for cross-functional issues (ie: workflow tasks, substitution):

1. Substitution:
Review Note 854549 Scope and behavior of substitution in UWLReview Note 1020669 Portal user retrieves connection with wrong backend user and ensure that the patch recommended is applied to the portal, as issues can occur with substitution without this patch.(The patch recommendation in the note is for the EP-PSERV component, not for UWLJWF. Patching the UWLJWF component, in this case will not resolve the symptoms of note number 1020669).Document the following backend system information: BASIS/ABAP and other software component information.Document what is happening in the backend system versus what is happening in the portal.For NW04s systems please see the following Substitution help documentation: http://help.sap.com/saphelp_nw70/helpdata/en/0b/1fc20097b74c41b38621ec2a9454bb/frameset.htmFor NW04 systems please see the following Substitution help documentation: http://help.sap.com/saphelp_nw04/helpdata/en/0b/1fc20097b74c41b38621ec2a9454bb/frameset.htm

2. Task issues in the Universal Worklist inbox.
Document in the message whether the tasks are ad hoc tasks or backend workflow tasks.For java ad hoc tasks please raise a message in component EP-BC-JWF for further assistance.Which system in the UWL system configuration page are the problematic tasks coming from?For backend workflow tasks, state how the users connect to the backend system.Is the connection to the backend system setup and running error free in the UWL configuration page?If a task was updated in the backend or a system was removed from the portal landscape did you re-register the systems again and clear the UWL cache?If you are receiving an error message while clicking on a task please ensure that you provide the following additional information:Enable the UWL Support Information. In NW04 this can be done on the main UWL iview. For NW04s systems the parameter can be set to true in the following location:After the support information in enabled, select the task that is problematic and attach screen shots to the customer message of all of the support information associated with this task. If you are unsure as to how to display the support information, please see the help documentation listed below.Zip up the XML files located in the following directory on the System Administration –> System Configuration –> Universal Worklist & workflow > Universal Worklist Administration –> Click to administrate Item types and view definitions. Download each of the configuration files and upload these to the customer message.Document the following backend system information: and other software component information.If the error occurs after clicking on a workitem in the UWL, copy and paste the URL in the message associated with the issue.Is this a UWL issue, another application issue or a backend workflow issue?Look at the error message that you are receiving.If the error coming from component com.sap.netweaver.bc.uwl*, if so then this issue is definitely in the right place.Is a short dump occuring in the backend system? Check transaction ST22. If so, then there is a good chance that the backend system is responsible for the issue.

3. Is an issue occuring with the Delta Pull?
Is the uwl_service user set up on the portal and the backend system?Refer to note 873932 Additional note on authorization of uwl_service userRefer to note 942571 UWL service user maintenance with CUADocument the backend system information and other software component information.Please review the Delta Pull help documentation: http://help.sap.com/saphelp_nw2004s/helpdata/en/eb/101fa0a53244deb955f6f91929e400/content.htm

Additional Documentation:
NW04 Systems (EP 6):
Review note number 676253 EP 6.0: Central Note for Universal Worklist (UWL)Refer to the help documentation:Universal Worklist Configuration: http://help.sap.com/saphelp_nw04/helpdata/en/39/a1bb5c4c0d4ab4a417e87ef35f1efa/frameset.htm

NW04s Systems (EP 7):
Review note number 888457 NW2004s: Universal Worklist (UWL) Release NoteRefer to the help documentation:Business Task Management: http://help.sap.com/saphelp_nw04s/helpdata/en/39/a1bb5c4c0d4ab4a417e87ef35f1efa/frameset.htm