Skip to Content

Ever wonder who is on the other end of the support message that you log?

/wp-content/uploads/2012/10/supportticket_149760.jpg

Is it a person?

Is it a computer app?

Is it a bot?

If you answered person, you are right!

The SAP Active Global Support organization is a global support organization.  Here are some stats you may be unaware of:

  • More than 5900 employees
  • Located in 54 countries around the globe
  • Backed up by more than 15,000 developers
  • Only team within the SAP ecosystem supporting all SAP installations around the world
  • Supports more than 195,000 customers in more than 120 countries

Pretty amazing right?

We thought it would be good to share with you the people that support you.  Welcome to our Meet SAP Support blog series!

Want to track our posts?  We are tagging them with Meet_SAP_Support

SAP Sybase Ghostbusters: Life of ASE Product Support Engineer – Just in time for Halloween!

Former SAP Support Employee’s View on SAP Support – A great read by Michael Bestvina

Message Solving in the City of Tribes – do you know where this is?

Find out why Kristen loves her job with SAP support

What do soccer, subways, and SAP support have in common?  Way to go Marcio Leoni!

Go around the world with SAP’s Customer Interaction Center

A special holiday message from the SAP AGS Customer Experience team

No day is ever the same in SAP’s Support Advisory Center

If you are a dreamer, join in!

To report this post you need to login first.

24 Comments

You must be Logged on to comment or reply to a post.

  1. Michelle Crapo

    Oh wow!   A person is always good.   I honestly thought that the first time it was just ran thru a program to determine if the question has been asked before.  It will be a cool blog series!

    (0) 
  2. Michael Bestvina

    Former AGS employee here! 🙂

    And yes, we are breathing humans just like the rest of you…be kind!

    Just a note to all of you on the other side (i.e. customers/partners) who are like me. The best way you can help support is to very clearly document your issue. We all like to complain about the slow support process for any enterprise vendor, but in a large number of cases this is because the customer has not demonstrated a clear description of the problem.

    Kristen Scheffler – If you’re interested in an former insider, to current outsider, I’m more than welcome to post up a blog. (Regardless of whether it’s part of the Meet_SAP_Support initiative)

    (0) 
  3. Nicolas Busson

    Hi Kristen,

    Just wanted to say thanks. I must admit I’m not a big fan of SAP support because as far as CRM area is concerned, I’ve found myself destroying my keyboard while responding to OSS messages more than once 😉

    So I’m looking forward to reading this blog series… and get to know you!

    Cheers,

    Nicolas.

    (0) 
    1. Kristen Scheffler Post author

      Hi Nicolas,

      Thanks for your kind comments, and appreciate you wanting to read more 🙂

      Feel free to connect with me anytime if you find yourself in the ‘destroy’ zone.  More than happy to listen and help!

      Thanks,

      Kristen

      (0) 
      1. Nicolas Busson

        Hi Kristen,

        Indeed I’ve searched for an idea place, but couldn’t find any related to SAP support. So apologize if it is not really a good place to post this comment, but here is what I wish the most about SAP support: make my life easier when dealing to “describe how to reproduce the reported issue”.

        Obviously this part of the customer’s job is of critical importance, but it is soooooo time consuming to take screenshots of every step, paste it in a Word document, explain where to input data, what button to clic on, etc. that when you’re opening more than 1 OSS message a day like me, this is a full time job (you cannot imagine how many notes were created when I was working on CRM5.0 PCUI).

        So it’s been a few years now that I ended up using one of the free softwares you can find over the Internet to record videos of my screen while reproducing the reported unexpected behavior. This gives me an AVI file in a matter of minutes, with each and every details needed to reproduce the issue… But the problem is: 20% of the time the SAP support employee processing my message answers that his PC cannot read this type of file (strange if you’re using windows operating system), and that a word document is definitely necessary…

        So I think it would make a great difference if SAP support decided to officially nominate a free software to record videos that they tolerate, or make one of the softwares used by SAP to create training materials (like SAP tutor, etc.) available free of charge for customers as soon as they agree to use it for OSS messages only. What do you think?

        (0) 
            1. Kristen Scheffler Post author

              Hi Michael,

              Nicolas is talking about the attachment when creating a message.  There are limitations to types of documents that are ‘accepted’ as attachments in a message.  .avi is definitely one that is accepted, so not sure why we can’t ‘read’ them, but that is what I am going to find out 🙂

              In fact, there is a list of supported attachments for messages in the support portal here in section 4.1.1 http://service.sap.com/~form/sapnet?_SHORTKEY=01100035870000694196&_SCENARIO=01100035870000000112&_OBJECT=011000358700001248462005E

              Thanks,

              Kristen

              (0) 
        1. Jared Singh

          Hi Nicolas,

          If you are using Windows, an option exist already to record steps. You just need to click on ‘start’ – run and enter PSR. Select and click on ‘record’ to start your steps.

          The attached document is then saved as a Zip file.

          More information is available on the internet regarding this free and legal copy of software from Microsoft.

          (0) 
          1. Nicolas Busson

            Hi Jared,

            Thanks for the tip… but I find it difficult to actually see for example the exact button that was clicked by a user when using this tool (mainly when it’s an hyperlink in Internet Explorer, like in CRM). That’s why I tend to use other free softwares like Jing, or CamRecorder. But my point is more related to SAP Support communication: it would be great if they could officially state that one tool (whatever it is) is supported and can be used without the risk for a customer to receive this kind of answer: “Sorry, but could you send a Word document with screenshots as I cannot open/read the file you sent me”.

            Regards,

            Nicolas.

            (0) 
            1. Jared Singh

              I agree that we should write an app that’s integrated in the SMP to do such a job. Would be quite helpful for people who have to ctrl-c and then use Paint to format the image and then paste in Word.

              Maybe someone will take this challenge and create one ASAP 🙂

              As for the message avoidance, yes I agree that we should put the extra effort to get to the bottom of the issue instead of waiting for all and every single detail.

              Regards,

              Jared

              (0) 
        2. Stephen Millard

          Nicolas.

          Chances are that it’s the codec that’s the issue rather than the file format.  If the video is encoded with a codec that the user’s machine doesn’t have installed they’ll be able to open the AVI file but their player won’t be able to play it.  Without knowing what codecs they have installed you would need to hedge your bets on a more prolific or common codec.

          VLC is often favoured for playback and I used to deploy it as standard in my last organisation as it supports a very wide range of codecs (and is free).  However machines are often locked down to the extent where you can’t install just any piece of software.  I expect this is likely the case for the support folk at SAP.

          So as a potential  alternative I’d suggest uploading your video to YouTube (or your favoured video hosting site).  You can get a free YouTube account and you can make the video unlisted if you would prefer people not to stumble across it through search.  The only thing you would need to take care with is what exactly you are showing on screen – but if it isn’t critical to the issue you could do some video editing to blank confidential or private data, etc. out.  Then include a hyperlink in your Word document or the note text.  Hopefully SAP support won’t have any web filtering to restrict access to such externally hosted videos.

          Regards,

          Stephen.

          (0) 
          1. Nicolas Busson

            Hi Stephen,

            Thanks for the tip, and I quite like it actually! I’ve never thought of uploading those videos to Youtube but that’s a very good idea, because it will make it even easier for me to archive them or share them to colleagues.

            If SAP support is OK about that (and can access YouTube site), I think you found the exact solution I was looking for 🙂 .

            Thanks a lot,

            Nicolas.

            (0) 

Leave a Reply