A very important Cloud Customer has opened an extremely critical incident because they needed to activate around 900 users for being able to Go Live with their Cloud for Travel & Expense system. However, two functions were not working as expected in the system. Due to this, the customer didn’t manage to unlock the users as well wasn´t able to generate passwords for their users via mass function. As a result these users weren´t receiving neither the Welcome E-mail (triggered by unlock function) with information required to log on to the new system nor the Password E-mail (triggered by generate password function) with their respective initial passwords.


Our Development team identified issues with both functions (Welcome Email and Password Email) and hotfixes started being developed, however Development needed some time to test it thoroughly before releasing the hotfixes to the customer. At this point, the customer was about to activate hundreds of users but customer didn’t have a feasible workaround for Welcome Email issue, and for Password Email issue the hotfix was still not ready to be released. So support had to create an action plan to try to execute both actions on our side even with the hotfixes still ongoing.

We had a meeting with Development team and turned out that we could run a Z-report in the backend system as a workaround for the Password E-mail issue. But for the Welcome Email issue we still didn’t have one. So we created an email publication by using MS Publisher to send the Welcome Email to all users with personalized information such as user id and name for each recipient.

We have reached an agreement with customer to initiate our action plan one day before the Go-Live by triggering both functions (Welcome Email generated by Support and Password Email generated by Development) manually via Report/MS Publisher for all users. Fortunately everything went well and all users have received both emails with the required information. And customer could Go Live on the planned date even though both hotfixes to solve the reported issues were not implemented in the system at that time.


By Sascha Zankel, Regional Delivery Manager, SAP Cloud Product Support Brazil

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