In part II of How to improve your SAP CRM E-Commerce support I will give some suggestions on how to get the best possible support. This will included some samples message that have been reported. One example that will needed fiuther clarification by SAP Support and another that will allow quick analysis of the issue.
If we now look a two example of issue that maybe reported on the very same issue. (note these are note real issue that have been reported but examples).
Example 1.
Dear Support,
We have an issue with our webshop that it is not possible ot order non-catalog production in or productive webshop. Customers should be able to order products that are not available in the product catalog. Configuration in CRM allows this. CRM system is open for connection.
Regards
A Customer.
From this message we can see the following.
- Issue has been reported in ordering non catalog products.
- Connection to CRM system has been open .
What is missing from the message.
- Sample data to reproduce the issue in customers system.
- Webshop Name login details and CRM SID(System Id).
- Session log has not been attached.
- Username ans Password for WTS, CRM and Webshop have not been entered in the secure area.
- Product Catalog name is missing.
Example 2.
Dear Support,
We have an issue with our webshop that it is not possible ot order non-catalog production in or productive webshop. Customers should be able to order products that are not available in the product catalog.
We have set the non.catalogproducts to True in the UI element of the B2B application but still this is not possible.
Steps to reproduce this issue.
Connection to the System CRD are open and both HTTP , R/3 and WTS connection are available. Userdata is in the SECURE AREA of the message.
Please login to
- HTTP://server:port/b2b/b2b/init.do
- Select Sold-to 100005
- Webshop = B2BEN
- Product Catalog = Catalog1 Variant En
- Username and password in secure area.
Create a new order and enter product 123456.
You will recieve the error that the product is not available in the product catalog.
Please see the attached session log.
Can you please advise on this issue.
Regards
A Customer.
From this message we can see the following.
- Issue has been reported and the exact steps including sample data have been provided.
- Connection to CRM/WTS and HTTP have been open along with SID and user data has been stored in teh secure area.
- Webshop Name / Catalog name have been provided.
- Session log has been attached.
Example 2 is a sample message to show all information that would be require to analyse this issue. Once this message has been recieved SAP Support will be able to start the analysis of the issue and feedback on your issue will be provided quickly.
Together SAP Support and Customers can help improve the level of support through communication .
