I currently have several support tickets open with SAP around using extractors and I have had a very poor experience and am not receiving adequate responses from the support staff. By what I see from other people’s issues in this forum, I’m not the only one.
As one example, we have a long standing issue where our extractor calls are opening dialog sessions in SAP (even though they are set to execute in the background) and thus time-out when we hit the dialog time-out setting.
SAP’s response to this is to use an ABAP dataflow instead - no attempt to fix my issue. I find this completely unacceptable as the ability to directly call extractors was the major factor in purchasing data services. This is not a $500 product - for what it costs we deserve much better support.
Am I just unlucky or is my experience typical ? All of our calls seem to be handled out of China. I don’t know if that is significant or not.
Let me know what you’ve experienced and if you know how to escalate when support is inadequate.
To not a small part that is my personal fault. I have not assigned enough work time to this.
As this feature is new support is not at 100% speed yet either, I haven’t document all I wanted to in the Wiki still like a “How do find the root cause”, and Extractors can be tricky - lots of ABAP code.
So my first and most important question is, what extractor and how did you proof you have a popup dialog. Reason asking for the latter is because that would not work in BW either, would it?
Please send emails to be in case it is important. I will look at your other postings in a minute as well.
I don’t know how better you know about SAP Support. Eventhough BOB or SDN forums are there to give immediate answers, we cannot share certain offcial information against Org Policy!!! also we cannot clearly tell whether we will get answer or not and how fast we get a reply!!!
One thing, I am really not able to touch that Extractor area is that it is more SAP!!! When I spoke to an ECC person he said, Extractors behaves way different in Data Services than it will with BW. Sometimes he was also stumped.
In fact I too used Extractors.
For example, we used FI_AP_4, we were getting some issues. But it seems this extractor is a long lived one. But then why this is not working good for DS ? 2 reasons
It will work good with some specific or above Service Pack/Fix Pack
If it will be below the expected pack level, then we had to enable an other Extractor for this one to work good.
Like that we had to know tonne of things.
Well, I say time will have to teach us the lessons…
I should add that your assistance is nothing short of amazing. I was referring to the official support I get when I log a case.
I often feel like there is a football game going on between Business Objects and ECC developers and i’m the ball ! A lot of finger pointing goes on rather than trying to solve the customer’s problem.
I can reproduce my issue with any extractor that takes a while to return data if we reduce the dialog setting. We are currently working around it by setting the timeout to 48 hours every time we need to do a full load - which is far from ideal…
(BOB member since 2012-01-17)
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