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In a recent post of this blog series we covered logon to the SAP ONE Support Launchpad. You may remember that authentication is facilitated through a central mechanism, SAP Cloud Identity (SCI), that other SAP websites use as well. This has got an important consequence: The S-user ID is not just a support user anymore; it’s a personal asset – a fact that needs to be reflected accordingly through adapted processes.

Many of you will know that user administrators used to have the privilege to change all their company’s S-users’ passwords. Back then, when an S-user was actually a support user, to a certain extend owned by the company. Nowadays, where people can use it to express their personal views on a community website like SCN or register for events on SAP.com, they would not want anyone to interfere. Therefore, user administrators cannot change S-users passwords anymore.

Instead, if a password needs to be reset, the owner of the S-user ID shall simply use the “Forgot password?” feature on the launchpad’s logon screen. An e-mail will then be sent to the address that has been associated with that ID.

(Please note: For security reasons, the activation link contained in that e-mail will expire after 2 hours.)

There are, however, still cases where you as an administrator have to exercise control over a particular S-user ID, for instance, if an employee leaves your company. But instead of changing his S-user ID’s password, in these circumstances it is strongly recommended that the ID be deleted.

Should a particular S-user ID be used for technical purposes, e.g. to connect an SAP Solution Manager system with the SAP support backbone, make sure to have a stable e-mail address associated with it, one that remains with your company. If you have to use a colleague’s e-mail address, and that colleague happens to leave the company one day, you can ask your SAP Local Support Center to change the user ID’s settings.

By now it certainly has become apparent how important the S-user’s e-mail address is. In the SAP ONE Support Launchpad, you can easily maintain it in the My Profile section, which is accessed by clicking your name in the launchpad’s upper-right corner and selecting “User Profile” from the options menu.

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Generally, it’s a good idea to keep your contacts details up-to-date. if you report an incident, for example, your e-mail address and telephone numbers will be pre-filled into the form, which in return will speed up the problem resolution if SAP has to come back to you with additional questions.

By the way, while you are at it, double-check your role assignment in the My Profile section, and make sure that it is still accurate. Remember that when you entered the launchpad for the first time, you had to pick a role (in essence a customer segment)? Depending on your choices back then, the launchpad will offer you different tiles, and seemingly irrelevant search results may not get listed.

Note: Piloting Program SAP ONE Support Launchpad

We invite interested customers and partners to a special piloting program for the SAP ONE Support Launchpad. In this program, we offer roll-out and feedback sessions where we present new functionality that has become available since the previous release, give an outlook and insight on what we are currently working on, and collect and discuss feedback and ideas with participants. Sessions are held every 6-8 weeks. All interested parties can participate without obligations. The only prerequisite is a valid Feedback Agreement with SAP.

In case you would like to be involved and invited to future sessions, simply send an email to my colleague Arno Helmling containing your name, S-user ID, e-mail address, and name of your company.

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