Hello Guido,
Guido Heintz wrote:
The replier of my sap.note give me no good response. He means i have to read the documentation and sent me a link to the normal sap-netweaver-documentation where ist nothing inside of my problem. It seems he wont solve my problem, because he didnt took a look inside. If he took a look inside the documentation he sent me, he would seen his answer was stupid.
Am not amused about that.
Maybe you can say that if you work there.
I think i am done with tickets at sap.notes. Really no good experience in last years for several tickets i had. Every problem i had i must solve by myself with help of searching in the internet.
I''m sorry to hear that. But I would like to ask you not to give up... :-) Perhaps it helps you to get a better experience, if you know a bit of background: first of all, RFC programming in external C/C++ programs is a very "exotic" topic in the SAP world. There are not that many experts in that area. Then you need to take into consideration, that SAP support has several levels. The first level takes care of standard problems that are easy to solve by existing notes & documentation. The more difficult things are then forwarded to the next level, where traces and logs are analyzed in search of a solution. And the really hard cases that require expert know-how on source code level are then forwarded to development support.
So if you see that the person on first level support does not have the necessary special know-how to help you with your very detailed technical problem, you should simply reply something like "Thank you very much for your recommendations, but unfortunately they do not help in my particular case. I think that someone with detailed know-how in RFC and C/C++ programming needs to take a look at this. May I therefore kindly ask you to forward my case to dev support?"
With an approach like this, you should be able to save yourself (and the other person in 1st level support who is clearly "überfordert" with your request) a lot of unnecessary time and effort and get someone with the required special know-how within 1-2 days.
I still think that, if you know how to use it and what can realistically be expected and what not, then SAP's support is among the best in the industry. (And in my career I have already opened support requests with quite a few top level software companies like IBM, Sun/Oracle, Microsoft and HP, so I think I can compare this a bit from own experience.)
Best Regards, Ulrich