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Step-by-step on creating incidents via CoPilot

In the Getting Started with SAP Digital Assistant post I outlined some of the advantages in creating an incident via the embedded digital assistant. SAP provides guidance on incident creation via the steps outlined in the SAP Note 2563519 (S/4HANA Public Cloud – How to create a perfect incident) hence the illustration below assume you’re familiar with such resource.

For this example the dropwdown in the Company code in the ‘Manage Journal Entries’ app is not working hence this is the incident we’re going to report as the users can’t see any Journal Entry in the system.

 

1. Click to open your SAP Co-Pilot Digital Assistant
From the app itself where you’re facing the issue (so the Digital Assistant can determine the component) click in the Co-pilot icon

2. Instruct Co-Pilot by typing to ‘create incident’ (or use your voice)

3. Link your s-user

4. Type the issue you’re facing (or use your voice)

5. Type a short summary (or use your voice)

6. Use the embedded ‘take screenshot’

7. Use the embedded image editor tools to illustrate to SAP Support where you’re facing the issue

8. Include additional screenshot if necessary 

9. Choose the app where you’re facing the issue

10. Choose the relevant priority (see SAP note 67739)

11. Describe the steps you took until you faced the issue

12. Type the business impact (or use your voice) (See section 3 of SAP note 2563519)

13. Submit the incident to SAP Support

Please be reminded to monitor the progress of the incident via the ONE Support Launchpad. You can request a demo to leverage the best of it via the ‘Attend a Demo‘ resource and become familiar with the SAP Next-generation support resources on how interact with our Support team (Youtube series)

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  • If I worked in SAP Support, I’m pretty sure I wouldn’t like this.¬† One of the biggest problems I see in the ticket system is that the person submitting the ticket does a poor job of explaining the situation.¬† Using a chat-like interface to initiate a ticket will just make this even worse.