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SAP escalation requirements

SAP escalation requirements

Common requirements

Before proceeding, make sure to fill out the Main escalation information requirement.
If a device is involved, gather these
common requirements
 for all
SAP
-related issues (SAP printing).
Requirements and relevance
How to obtain
Menu Settings Page
This document contains all the printer settings and running firmware code.
  1. Using the printer
    Control Panel
    – On the printer, press
    Menu
    >
    Reports
    >
    Menu Settings Page
    .
  2. Using the
    Embedded Web Server
    (
    EWS
    ) – Access the printer's EWS, go to
    Reports
    >
    Device Settings
    . Copy and paste the displayed information to a notepad or text editor.
SAP app version
Info is used for simulation and analysis.
From SAP UI go to
System Menu
 >
Status
 >
Other Kernel Info Button
.
Click here for an illustration.
Driver Version and Emulation
Info is used for simulation and analysis.
  1. Go to
    Start
    >
    Control Panel
    >
    Printers
    /Devices and Printers.
  2. Right-click the Printer Object being used, and then click
    Properties
    .
  3. Go to
    About Tab
    , and then take a screenshot. Or, from the
    Printing Preferences
     >
    Help
     >
    About Tab
     and take a screenshot.
Device Type
Info is used for simulation and analysis.
This information should be provided by the customer.
The access method used by the customer
Info is used for simulation and analysis.
This information should be provided by the customer.
Please provide the sample job ( *.prn file) to replicate the issue.
Info is required for issue reproduction.
Please set the port of the Local print object to a local port. Port is set to e:\test.prn
Please let us know the type of test case the customer is printing? (Ex.Smart Forms, Adobe Forms, SAPscript, SAP printing)
Info is required for analysis and for further progress.
This information should be provided by the customer.
Please provide the network trace when the job creation is a limitation.
This is required when prn creation is not possible with the specific access method.
Please run the wireshark tool in the SAP system.
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LEGACY ID:
FA1208

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