Today’s @SAPCommunity Call – Creating the Perfect SAP Incident

Today’s SAP Community call; when you create an incident right, life is easier, says Chris Kernaghan.  A reminder that Mentor nominations are open, and the deadline for this round is this week.   Also upcoming SAP Inside Tracks are listed here.  Jason Qiao, SAP Support, gave this presentation.  Recording is here.

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Agenda is below:

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Solutions you are looking for are already out there, said the SAP Speaker

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First step is to search for a solution in the SAP ecosystem

Bottom of slide shows contact for Interaction Center

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Defects in software

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Tuning, administration, processing, custom code, falls under Consulting and not SAP Support

Comment: “I believe customers can lose their SAP COE designation if they do not do proper due diligence on finding their own problems first”

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Landing page of SAP Support portal – search box

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Difference between notes and KBA’s

80% of notes contain code corrections

Product support engineers write KBA’s

Notes are released by Developers

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Enterprise Support Academy is a resource to Enterprise Support Customers

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SAP Q&A

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How to search is shown above

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Error code is usually 5 characters; search for error codes use the wild card between class and number.

PANKS – error message, toolbar on top of it in top right corner; it adds a button to toolbar to allow you to search for notes/KBA in the context; searches for error code and transaction it occurred in

“KBA 2096401, PANKS in note 2020356” – thanks to Jelena

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Dump logs, ST22, on bottom right, how to correct the error and the keyword search

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Adds icon to search log ; if don’t see it go to KBA on slide

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How to find the right component is shown above

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How to report an incident is on the landing page; requires a search

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Right SID, component, user, etc.

Need to know how to reproduce the problem

Chris said to add to #4 to show the diagnostics you have already done.

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High priority – system go-live, core business impacted, system down, and no work around

Contact people must be available 24 x 7, and must be written in English for high priority

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System code, transaction code, at what point the problem occurred is shown above

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Incomplete incident is shown above

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Example of very high and business impact

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Cannot complete core business process

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Ran out of time on this slide

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How to submit an incident

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Customer action – support is not working on it

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Customer satisfaction survey at the end

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Call CIC for speed-up or processor assigned

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What justifies an escalation?  Discussed above

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SAP Note links

Chris: excited for expert chat – available for most components – everything you need for Support incident you need for expert chat

Jelena: To clarify: when you call CIC, you can request “escalation” or “speed up”. “Escalation” = raise the priority (needs justification). “Speed up” = “poke” the respective team in hope to get them moving on your ticket

Following up:

RSSTATUS program not on S/4HANA  – 2040150 – Report RSSTATUS missing

In case you missed, the recording will be made available soon and ASUG has an upcoming webcast on this.