One skill that is completely under-appreciated is the ability to write an effective SAP customer message. It often is the difference between getting a critical issue corrected by SAP or being stuck on your own. Below is a summary of tips I’ve garnered by trial and error from writing customer messages on writing effective customer messages as well as help from others listed in the “Special Thanks” section:
The support representatives on the other end from you are people. Begin your messages with “Greetings” and “Regards” as you would correspondences with anyone else. Frame your descriptions in a diplomatic tone.
…But Describe Your Issue As An Error
SAP support does not handle product “suggestions”. If they get the sense that you are asking for a new feature, they will shut down the requests. Therefore, whatever it is that you are asking about should be described as something that is not working as designed.
The more precise you are, the easier it is for the support representative to understand the problem. You want to limit the number of follow up questions from the person who is on the other end. Also, by describing the issue well, you also let the support person know that you are knowledgeable and so your request should be taken seriously.
Always Include Screen Shots
A picture is worth a thousand words and aids in diagnosis
Re-Read Before Sending
Make sure it’s clear how you’re describing the issue
Mention Any Notes You Have Already Applied, As Well As Notes You Have Considered
By doing this you signal to the support representative that you have made a serious effort to solve the issue on your own. Plus, by thoroughly researching existing notes, sometimes you can.
Include Your Support Pack Levels
This can save you a round of questions from the support representative.
Lastly…Keep You Cool
Sometimes things that seem obvious from the outside are not so apparent to the representative. If you get a ‘no’ and it’s a gray area, you may be better off accepting the ‘no’ and going on. I have heard from people within SAP that discourteous, unknowledgeable people are less likely to have their issues resolved. Being seen as obstinate on one issue may work against you on the next one.
Luke Marson, Emeritus
Virgil Blipton, Independent Consultant
-Describe your problem with step by step instructions on how to recreate the issue.
-Have an open connection ready so they can log on to your system.
-Remember your language may not be the language that the support group is speaking. Avoid slang.
Creating the message is a skill.
Note 984434 - How to speed up customer message processing
Note 90835 - SAP Message Escalation Procedure
Note 67739 - Priorities of problem messages
Note 36677 - Structure of components for customer messages
Note 607510 - Guidelines for more effective message processing
Note 650389 - Effective creation of an OSS message for Netweaver Mobile
Note 933631 - Guideline for a more effective message processing (SCM-FRE)
Note 122722 - Message Creation - French Customers
Note 873046 - Processing customer messages in English
Due to my experiences, I already changed the way how I'm opening and processing messages:
- adding way more information
- detailing the notes already applied / consulted
- to speed things up, I anticipate the next question (aka: I'm reverse engineering the AGS checklist 🙂
More information on this topic available through the links below.
"Customer Messages Creation in the SAP Support Portal", by Anat Ozerbach.
"How to Create a Support Message in SAP Service Marketplace"
1122407 - "Prerequisites for analyzing customer messages in BW-BEX-OT"
I think related the message to the correct SAP team is the imperative of the success. I assume teams allocated by products, componets, sub-components, etc.
Since the "SAP Note 36677 - Structure of components for customer messages" was removed, but I wanted to know the structure of components in my system for estimation purposes and add them to Solution manager Focused Build - just by searching different reports in S4HANA 2021 I have found accidently the following report to be run in SE38
I wonder what is the need for the following report - any ideas?