following mike.kerrigan blog yesterday about frustrations with OSS Messages,
it's high time we share some tips and tricks on working with the OSS system.
Doing my fair share of OSS Messages for Customers where I am engaged has lead
me to develop some tips and tricks and techniques for maximising the response
to OSS Messages.
The goal of this blog is to share those tips and on top of this, furthermore,
request others who have good tips and tricks for OSS Messages to add their gems
and pearls of wisdom in the comments.
I have also included in here (without permission), an items from a SAP
Support CIC Presentation which we were given at one Customer. Hopefully the
good intention and synergy of the content will allow this information to be
published.
Where shall we start, let's start at the very beginning a very good place to start ,
as Julie Andrews said in The Sound Of Music which my daughters keep watching.
- Step 1) The Message Priority
When you post an OSS Message you begin with the priority of the message.
Making the right choice in the beginning between LOW, MEDIUM and HIGH
priority, is extremely important.
Where and when to use a MEDIUM or a HIGH ?
I've experienced regularly, that if you open a MEDIUM as a MEDIUM and it is a
straight black or white question you often get a very very fast response and
closure. I guess it's to do with low hanging fruit, we all do tickets and the
low hanging fruit are the easiest and if an OSS Case comes in as a MEDIUM
and with a straight yes or no question it's an easy one to close.
I've experienced getting answers to MEDIUM questions within hours on several
occasions in the last couple of years. So my point is, use the message priority
with care.
- Step 2) Selecting Correct Message Component
It can be confusing trying to select the correct or most appropriate Message
Component for your OSS Message.
Quality time invested in choosing the correct Message Component, getting this
right will speed up message processing by reducing the wasted time with the
message ping ponging with the wrong processing Component Team.
How to choose the correct Message Component, or as close as possible to the
correct one ?
Look for OSS Notes which are similar to the issue you are working on, find
and OSS Note similar to the issue you are working on and then in that OSS
Note look for and make a note of the Primary Component of the OSS Note.
Then, use that Primary Component as the Message Component for the OSS
Message.
Here's an example, you have a problem with PDF's generation in HCM through
Portal. Your ADS is the ADS of the Portal. You quickly open a Case to SAP and
put the Message Component as EP something or other. EP something or other
is not the ADS/PDF Team at SAP and therefore, there will be a delay while the
Message Processor from the Portal Component Team at SAP gathers all information
and then concludes this message is for the ADS/PDF Component Team.
How to find the ADS/PDF Component Team, find an OSS Note on ADS and PDF's
similar to your issue, and look at the OSS Note Primary Component and use
that as your Message Component.
Tip from sudhirsadhu for ABAP stacks:
Just go to SE38, run the report RSSTATUS. You will get a pop up screen,
in that screen give either t-code or program name or table or data element
or domain. Finally, you will get the component for raising the OSS message.
- Step 3) Entering the Message Details and Information for SAP
When you enter the information for SAP, remember, garbage in, garbage out.
When entering the Message Details, make as much effort as possible to provide
as much information as possible:
- Describe the issue in detail
- Even provide a word document with screenshots showing all of the
steps required to reproduce the issue and the result
- Provide log files
- Provide full System Information
- Describe the Operating System and Database and their versions
- Open the System Connection and put the logon details in the secure
area
- Make sure the Contact Details in the Message are correct
- telephone number
All of these items, will help speed up the message processing and reduce the
ping ponging, the more effort you make the more you will be rewarded by
faster processing of Message
- Step 4) Working With SAP and Supporting The OSS Message
It is a revolution in OSS Message Support that we now get emails when the
Message status changes, this makes tracking the message much easier and
more fluid. Nevertheless, if you have an important message you should keep you
eye on the status of the message.
It is very important to make a qualified judgement of the quality, correctness,
and standard of the replies from SAP as there may be a need to request and
where necessary escalate to get messages moved to the next layer of support.
If you are not happy with the quality of the response from the Message
Processor then call SAP Global Support CIC and discuss with them and also
provide clear feedback in the Message and politely request with justification
that the Message is moved to the next layer of support
Keep attention on Messages by where necessary giving regular calls to SAP
Global Support CIC to request attention to the Message from the Message
Processor
- Step 5) Be Polite
Treat people as you would like to be treated
- Step 6) When Issues Become More Urgent
(this slide is taken without permission from a SAP presentation, if requested
I will remove it from the blog)
Finally, the icing on the cake is to be a Max Attention Customer. But nonetheless,
from my own experience, yes nothing beats Max Attention, but if you're not
at a Max Attention Customer and you make the right effort then you will get
the highest possibility of efficient message processing.
As already requested, please add your OSS Message Support Tips and Tricks to the
blog comments.
All the best, and remember, have fun with your OSS Messages 🙂
Andy.
p.s. Personally I don't agree with using the SCN Platform as an instrument for
complaining about SAP. Personally I see SCN as a positive medium for bringing
out the best and improving in all areas. For me, regarding complaints to SAP,
if there is an issue, there are proper commercial Customer Account channels
which can used to report back to SAP and escalate where necessary.
p.p.s. Note to self - remember to practice what you preach
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