SAP ONE Support Launchpad: Incident Management Application
As you’ve seen in the previous article the SAP ONE Support Launchpad is available now and is providing a seamless support experience with both new and improved applications.
From the SAP ONE Support Launchpad, you now have access to a new and improved Incident Management Application. As you’re already aware, whenever you have a technical support issue, you should start by searching help resources for assistance. If you don’t find the answer to your question, you may need to create an incident to get technical assistance.
The Launchpad gives an improved experience by streamlining the creation of support incidents with a new fresh and bright interface. The application’s layout aligns with the consistent look-and-feel of the other applications on the new SAP ONE Support Launchpad.
Finding a solution to your issue before creating your incident is a simpler process with the ability to access SAP Notes and SCN Forums using the Find a Solution button. It allows you to contact SAP via Live Support Online or to easily send a document by email.
You’ll recognize the same functionality of the Incident Wizard; however, the new application makes the incident creation process much more efficient. It now allows for the filtering of incidents by priority, status and last updates, and now gives you the option to request the closing of incidents which are on SAP’s side.
From the Launchpad, you can now view the status of your incidents on quick reference tiles, populated with set pre-defined views:
Within the incident display view you now have the ability to decide which columns are displayed. Available columns include: incident number, subject, status, priority, system, component/sub product, reporter, customer, and created on and updated on dates, as you can see in the image below:
The new application makes it easier than ever to provide feedback on how your incident was handled. Once your incident is confirmed you will have the option to fill out a Positive Call Closure survey. The information you provide in this survey will contribute to improving SAP’s quality of service. The survey now includes questions about incident processing times, experience and friendliness of the SAP employee who solved the issue, and your overall satisfaction with support and the product.
Please Note: While you can still submit and track your old incidents in the legacy incident tool until April 20th, 2016, an incident created with the new incident management application will only be accessible in the new application on the SAP ONE Support Launchpad.
Ready to try it out? The Launchpad is now live for you to use – Click Here
Hello,
Thanks a lot for the sharing.
It's very helpful to get the clear overview about Incident Management Application on SAP ONE Support Launchpad.
By the way, happen to see information below while I'm not sure if it's out of date as the cut-off day for legacy application like SMP is April 20 as the latest status.
Sorry if I misunderstood something.
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Please Note: While you can still submit and track your old incidents in the legacy incident tool until February 24, 2016, an incident created with the new incident management
application will only be accessible in the new application on the SAP ONE Support Launchpad.
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Best regards,
Carry
Hi Carry,
Yes, you are correct. The new cutover date is April 20. We will do another quick audit of the articles available to make sure they all reflect the new date. Thanks!
Jamie
Hi Catherine,
I have been using those apps for quite some time allready and only today I read you blog.
I think the fact that I didn't learn much new here shows that those apps really are easy to use and quite self-explanatory.
The only thing I did't see yet is the "Positive Call Closure survey" as my incidents are still open (but we can't blame the Apps for that, can we? 😉 )
The statement "you can now view the status of your incidents on quick reference tiles" seems not 100% true:
It's not only my Incidents, but the ones created by my co-workes as well.
This is fine in general, but it would be realy nice to have additional tiles giving the same information just for my incidents.
I also wrote about that in my whishlist: 🙂
http://scn.sap.com/community/software-support-and-maintenance/blog/2016/04/07/sap-one-support-launchpad--my-whish-list
best
Joachim
Hi Joachim,
Creating additional filters has been a hot topic for the project team because we know it's something our users like to have. I will ask the project team to comment directly on your wishlist article, but please know that it's on our radar. Thank you for your comments!
Best,
Jamie
Well, today I did! I blogged about it here: SAP ONE Support Launchpad - Positive Call Closure survey
What's the "correct" way to close an issue?
I started a discussion about it:
SAP ONE Support Launchpad - Incidents Management: closing an Issues
The "reply to SAP" window is way to smal!
I have to write lot's of text there, so I would like be able to use most of my screen for it!
Best
Joachim
Thanks Joachim, I'll pass your comments along to the team.
Best,
Jamie
I want to print my incident. Where is the Print button for it in the SAP ONE Support Launchpad ?
It used to be there in the old interface - Report an Incident | SAP Support Portal
under "Print an Incident"
Thanks.
Regards,
Robert
Hello,
Exactly Robert Tse, I want that button too! In this new Support Launchpad, I don´t see any option "PRINT", such as in the old interface!
Any solution for this situation?
Thank you,
Best regards,
João Dimas
😕 How such an obvious feature like printing be overlooked
I logged an incident about the issue (trying to get the communication history printed) and was advised that SAP do not support printing 😯 in the Launchpad.
Now we have to put together a bunch of screen captures.
agree
I understand they are now working on this issue and we should expect this to be fixed. Good news
Hello thanks for all the information.
I have a concern. Recently I had to open a very high incident to SAP. It was handled right and resolved on time to my entire satisfaction, indeed I gave this comment in one of the reply to SAP button.
Nevertheless, once I closed the incident I was told by my team mates where I work, about the Call Closure Survey which never show up. Later we found two posible reasons for this to happen:
a) In my Internet Explorer Internet Options, I had flagged the option to block emerging elements
b) Indeed I was never received a Closure Survey request because it is random, so probably my incident did not request this survey.
I would like to know if this survey is random, and what happens if the survey was not filled out, if there are any other options.
I kindly appreciate your comments.
Thanks in advance.