Description
When opening customer incidents on http://service.sap.com/message, first thing SapSupport will try to do is to reproduce the issue in your system... so you need to have an open connexion + valid credentials in the secure area. Unfortunately this could make you waste a lot of time if your administrator didn't grant you the necessary authorizations, or if you need the connexion to be opened forever because you open 5 messages a week. Solution: install and configure the Semi-Automatic-Opening:
This is a tool that will allow SAP employees in charge of processing your customer incidents to open the connexion themselves when they need it, and to make you aware of it by sending you a notification email. You can check if this feature is already active on your systems when you click the "Maintain Service Connexion" button in the upper right corner of your incidents; this will open a popup where SAO status is displayed as shown in the picture above.
To get more information
http://wiki.scn.sap.com/wiki/display/SMP/SAP+Service+Connection
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