Support Essentials
What a Customer COE should know about
SAP Message Processing
Dragana Manojlovic,
Patrik Gharibi
SAP Senior Support Engineer
SAP Support Engineer
Version: 0.3
Agenda
SAP Support Basics
How to search for a solution
How to create a customer message
How to speed up and escalate a message
SAP Support Basics
SAP Support Backbone
SAP Service Marketplace
SAP Community Network
Central access to services, software
and consulting
SAP's professional social network,
comprises several collaborative communities
SAP Support Portal
SAP Notes search
www.service.sap.com/notes
SAP message wizard
www.service.sap.com/message
SAP software distribution center
Administration of remote connections
License key & requests
SAP service & software catalog
http://service.sap.com/support-welcome
SAP Developer Network (SDN)
Business Process Expert (BPX)
Discussion forums, blogs & videos
Quick access to expert advice
Online trainings
Software downloads
Dedicated SAP BusinessObjects sections
http://scn.sap.com
For a personal demo, please register here: http://service.sap.com/portaldemo
© 2013 SAP AG. All rights reserved.
3
SAP Support Basics
SAP Message Solving process at a glance
Customer
SAP
Incident occurs
Search for solution
Solution
not found
Create
Customer
Message
Support Center
Investigate the
incident
Solution found
Solution found
Incident
solved
© 2013 SAP AG. All rights reserved.
Development
Support
Solution
not found
Handover
message
Develop and
test solution
Create a new
SAP note
Solution
provided
Contact the SAP Customer Interaction Center:
http://service.sap.com/supportcenters or via SAP Note 560499
4
Agenda
SAP Support Basics
How to search for a solution
How to create a customer message
How to speed up and escalate a message
How To Search For A Solution
SAP Note Search and SAP Knowledge Base Article – Search Mask
The SAP Notes search allows you to find solutions to known issues.
Directly access the SAP Notes Search via: http://service.sap.com/notes
Directly show a note
Load an already
saved template
Enter your
key words
Choose between Linguistic
and Exact Search
Save your search as
template
Start the
search
© 2013 SAP AG. All rights reserved.
Get a detailled „Search
Option“ description via the
„Help“ button
6
How To Search For A Solution
SAP Note Search and SAP Knowledge Base Article – Search Results
Search result
You can also restrict the
search results by using
some more search terms
Note: Additionally you can use
the xSearch (see following slides)
© 2013 SAP AG. All rights reserved.
7
How To Search For A Solution
SAP xSearch – Search Mask
The SAP xSearch is a knowledge base search tool to quickly look up your search term across several
repositories. Directly access the SAP xSearch via: http://service.sap.com/xSearch
Enter your
key words
Note: Not all repositories are available in German or Japanese.
The default settings depend on the language chosen in MyProfile
and can be changed here: http://service.sap.com/myprofile .
© 2013 SAP AG. All rights reserved.
8
How To Search For A Solution
SAP xSearch – Search Result
Note: You can filter the result list by
various criteria using the "Narrow
down" feature
Search results
© 2013 SAP AG. All rights reserved.
9
How to search for a solution
Tips and Tricks
i
Restrict the search to the relevant system and technical parameters
(search using product version, system data, or software component)
Generic search using “*” in different positions:
BEFORE
AFTER
BEFORE/AFTER
BETWEEN
*search term
search term*
*search term*
search*term
Be aware of alternative search methods (advanced syntax, AND/OR concatenation,…)
Access this topic directly: http://service.sap.com/notes or http://service.sap.com/xSearch
For Problems or further questions you may open a message under the component:
XX_SER-SAPSMP-ACC
© 2013 SAP AG. All rights reserved.
10
Agenda
SAP Support Basics
How to search for a solution
How to create a customer message
How to speed up and escalate a message
Perfect Customer Message
Content of a Message
1. Installation and system number (incl. SID)
2. Select the correct component
Try to make the selection with subcomponents
3. S-user/user/person getting the error message
4. Step by step description including navigation
and description of expected results
5. Screenshot of error message
6. Open service connection
Access the topic directly via
this Quick Link:
http://service.sap.com/message
For any problem with this
application create a message
under component:
XX-SER-SAPSMP-IBX
Additional videos:
•
How to create a "Perfect
Customer Message" in SMP YouTube Video
•
How to request to close
customer messages - YouTube
Video
•
How to search for old Messages
in SMP - YouTube Video
7. Send login data (SAP Note 508140)
8. Carefully select the priority of a message
For very high customer messages you need to fill in the
business impact. All questions need to be answered or
otherwise the processor might lower the priority.
© 2013 SAP AG. All rights reserved.
12
The Perfect Customer Message
SAP Customer Messages Message Priority & Criteria
SAP Note 67739 explains how to use the different message priorities and provides information about what
must be done to ensure prompt processing of messages with the priority "very high“.
Very High Priority Messages (P1)
A productive system is completely down
The imminent go-live or upgrade is jeopardized
Core business processes are seriously affected
A workaround is not available
Business
Impact
required:
SAP Note 90835
High Priority Messages (P2)
Normal business processes are seriously affected
Medium Priority Messages (Default Priority)
Low Priority Messages
© 2013 SAP AG. All rights reserved.
13
SAP Service Marketplace
How to create a message through SAP Service Marketplace Message Wizard
How to rate a message through SAP Service Marketplace
The Perfect Customer Message
How to create a Message (1/5)
The SAP Message Wizard allows you to report an incident to SAP.
Directly access the Message Wizard via: http://service.sap.com/message
Use the System
Search by selecting
Product / Installation /
System
or
Choose a
“Recently Used
System“ from
the list
© 2013 SAP AG. All rights reserved.
15
The Perfect Customer Message
How to create a Message (2/5)
Enter a
search
term
Select a component
(F4 help available)
Note: Mark Checkbox „With
Subcomponents“ if you like to include
them into the search
© 2013 SAP AG. All rights reserved.
16
The Perfect Customer Message
How to create a Message (3/5)
Search Results: Check if appropriate SAP
Note is available to solve the issue
Alternatively you
can restrict the
search result
Here you can start a search in the SAP
Developer Network forums
Optional you can:
1. Start a new search
2. Save your „Search Result“
3. Report an inciedent by click on „Create Message“ button
© 2013 SAP AG. All rights reserved.
17
The Perfect Customer Message
How to create a Message (4/5)
Maintain Access Data &
Service Connection
Select the
priority
Enter “Short Text”, “Long
Text” and a detailed
description „Steps to
Reproduce“ the issue
© 2013 SAP AG. All rights reserved.
18
The Perfect Customer Message
How to create a Message (5/5)
Enter attachments like error
message, system view…
If you have already checked /
implemented a relevant note, please
enter the information in this section
Enter further contacts
for this message
Enable or
disable the
notification for
this message
Send message
to SAP
© 2013 SAP AG. All rights reserved.
19
The Perfect Customer Message
Maintain my Notifications and Newsletter Subscriptions
How to get notified via email or SMS when messages are updated on SAP Service Marketplace
Go to http://service.sap.com/myprofile
Maintain my Notifications and Newsletter Subscriptions
Check SAP Note 1292299 for more information
Maintain your Basic Settings &
SAP Notification Service Settings
© 2013 SAP AG. All rights reserved.
20
SAP’s Pulse Check with Positive Call Closure (PCC)
PCC is your direct feedback channel to SAP Support. When you confirm a ticket, you can tell us what you
liked about the service and what you think should be improved. SAP uses this information to refine and
adapt the message solving process. In this way, you can influence SAP Support and benefit from SAP’s
improved service. More information is available via: www.service.sap.com/pcc
© 2013 SAP AG. All rights reserved.
21
SAP Solution Manager
How to create a message via SAP Solution Manager
How to rate a message via SAP Solution Manager (Positive Call Closure)
SAP Solution Manager – Create Message
Process Overview
© 2013 SAP AG. All rights reserved.
23
SAP Solution Manager – Create Message
Report an incident via Self Service in ITSM UI
Prerequisite:
User/business partner/support role
System is configured
Procedure
Txn crm_ui
In the WebUI choose Create Incident
© 2013 SAP AG. All rights reserved.
24
SAP Solution Manager – Create Message
Report an incident via Self Service in ITSM UI
Choose Transaction Type
Enter problem description, Reporter, Priority, Comments
Continue with the SAP Collaboration assignment block
Create a message in SAP Support Backbone
Before sending a message to SAP we recommend SAP xSearch
© 2013 SAP AG. All rights reserved.
25
SAP Solution Manager – Create Message
There is no need for multiple entry of the problem description.
The Customer COE employee can select the End User´s Problem description via
„Insert Existing Text“ – please see screen shot below.
© 2013 SAP AG. All rights reserved.
26
SAP Solution Manager – Positive Call Closure (PCC)
Procedure in the WebClient UI
1.
Choose Edit in the SAP Collaboration block
2.
Coose Confirm at SAP
See KBA 1845437 - Positive Call Closure Questionnaire with SAP Solution Manager
© 2013 SAP AG. All rights reserved.
27
SAP Solution Manager – Create Message
Report an incident via Self Service WorkCenter UI
Txn sm_workcenter > Incident Management > New Message
© 2013 SAP AG. All rights reserved.
28
SAP Solution Manager – Create Message
Report an incident via Self Service WorkCenter UI
© 2013 SAP AG. All rights reserved.
29
SAP Solution Manager – Create Message
Forward incident to SAP via Self Service WorkCenter UI
© 2013 SAP AG. All rights reserved.
30
SAP Solution Manager – Create Message
Forward incident to SAP via Self Service WorkCenter UI
© 2013 SAP AG. All rights reserved.
31
SAP Solution Manager – Positive Call Closure (PCC)
Procedure in Self Service WorkCenter UI
© 2013 SAP AG. All rights reserved.
32
Agenda
SAP Support Basics
How to search for a solution
How to create a customer message
How to speed up and escalate a message
Accelerate A Message
When Issues Become More Urgent
Accelerate
What justifies an acceleration?
To avoid negative business impact, the problem solving becomes more urgent
See SAP Note 67739 for more information on „priorities of problem messages“
What can you do?
Call SAP Customer Interaction Center (CIC)
Local CIC numbers (availalbe 24 x 7) can be found via:
SAP Note 560499 or Service Marketplace
Ask to speed up the message by explaining the business impact
What you can expect
Customer Interaction Center (CIC) takes care of:
Analysis the options to speed up the message
© 2013 SAP AG. All rights reserved.
34
Escalate A Message
Message Escalation via Customer Interaction Center
Escalate
What justifies an escalation?
Critical incident
occors
To justify an escalation you need to explain the business impact!
Find more information in SAP Note 90835
Criticality has changed:
Go-Live now imminent and jeopardized - Business impact now severe
What can you do?
Contact CIC
Escalation team
takes over
2. Test/development system:
Which project?
Live date, product and release?
Please be prepared to provide the following information:
Showstopper: yes/no
1. Productive system:
Is the go-live date affected?
Is the core business severly affected? (financial loss)
3. Point of contact:
Is there an extensive manual workaround?
Work phone number (no 800x)
How many users are affected?
Cell phone number and e-mail address
How long has the problem been going on?
Contact SAP‘s Customer Interaction Center
What you can expect
SAP solves
the issue
SAP message escalation team ensures:
Intensified attention and additional activity of support resources
Increased coordiniation of internal incident handling
Involvement of SAP Development or Backoffice, if needed
Execution of action plan and frequent feedback
©
2013tip:
SAP Specifically
AG. All rights reserved.
Key
ask
to „have the escalation flag set“ and make sure system access is available and contact is named! 35
Give Feedback To SAP
How To Complain About Support or Product?
Complain
What justifies a complaint?
Customer is
dissatisfied
After the confirmation of a message, the customer wants to reach SAP‘s attention about his
dissatisfaction with:
Any of SAP‘s support services (message solving, remote services) or
SAP products in general
What can you do?
Contact CIC
Contact SAP‘s Customer Interaction Center
Please provide a detailed description of the issue (complaints must be in a written form)
What you can expect
SAP takes care of the issue:
Complaint team
takes over
Acknowledgement of complaint receipt within 24 hours and analysis of complaint reasons
Involvement of responsible manager and processor for a detailed technical analysis
Establishment of necessary steps to avoid such incidents in the future
Provision of final statement
Recording and categorization of all complaints to detect weakness tendencies in quality of
product and support provided
Continuous
improvement
© 2013 SAP AG. All rights reserved.
Based on these findings, management ensures continous improvement
36
Customer Interaction Center
Your central point of contact
Customer Interaction Center (CIC)
Provides 24 x 7 a central point of contact with queries such as:
Contact the Customer
Interaction Center
- Questions and issues around s-user
- SAP Service Marketplace navigation – SAP Support Portal
- Speeding up (acceleration) and escalation of SAP
customer messages
- Entry channel to SAP support advisory center for mission
critical support
Via telephone, e-mail or
customer message:
SAP Note 560499
Or via online web form:
Support Centers
For further details,
please refer to:
•
Customer
Interaction Center
YOU
© 2013 SAP AG. All rights reserved.
Support
Advisory Center
SAP Active Global
Support Customer
Interaction Brochure
37
Q&A – Follow-up (1)
Question
Answer
Is there a possibility for an S-user to
search within his company’s
incidents by “content”?
No, unfortunately you can search only for messages by installation or complete
customer number. We are in the middle of re-structure of SAP Service
Marketplace. We have forward this idea to our SAP development support.
Alternatively you can use the Full-Text search function in the Solution Manager, but you need an installed and running
TREX (see SAP Note 1466273).
Useful Links:
TREX Installation Guides
(including information on how to set up the
RFC connection) can be found in SAP
Service Marketplace at
https://service.sap.com/trex.
© 2013 SAP AG. All rights reserved.
Fundamentals of the RFC Connection
between TREX and SAP Systems:
Configuring and Administrating the RFC
Connection:
http://help.sap.com/saphelp_nw70/helpdata
/en/b3/793642e2a3ab04e10000000a1550b
0/content.htm
http://help.sap.com/saphelp_nw70/helpdata
/en/19/752e4241f51a2ae10000000a1550b
0/frameset.htm
38
Q&A – Follow-up (2)
Question
Answer
What is the difference between
linguistic and exact search?
Exact search provides you with the exact result of the search entry. Example:
Mayer
you will receive results with Mayer only.
Linguistic search can provide you with similar results of the entered search
term. See the different examples.
Example: Mayer
you will receive also results with Meier or Meyer. Example:
house
the TREX search is mostly intelligent and can provide results with
same meaning like building.
How can a customer check if the service
connection to SAP is open? Sometimes
it shows everything ok but the SAP
employee cannot access.
For this you can contact also SAP customer interaction center (SAP note
560499) and request them to test it.
How long should the service connection
be opened?
It would help a lot to use the Line Opener Program. In general a 14 days
open connection would be helpful.
© 2013 SAP AG. All rights reserved.
39
Q&A – Follow-up (3)
Question
Answer
How can customer add an additional
contact to the message in the section
“additional contact person” when
message is at SAP?
Unfortunately this is not possible at the moment. We have forwarded your
request to our SAP Development Support.
Business Impact to be provided again
when calling SAP customer interaction
center.
No, just refer that the business impact is already provided in the message.
What is the communication language of
SAP?
For very high incidents as a general rule the incident must be provided in
English. See SAP note 67739.
Are SAP notes provided in SCN/SDN
official statements from SAP?
Yes, SAP notes are official solution proposals from SAP
Is it possible to rate SAP Notes in the
SAP Solution manager?
This functionality is currently not supported as the SAP xSearch/SAP Note
Search in Solution Manger will redirect you to Service Market Place.
© 2013 SAP AG. All rights reserved.
40
Thank You!
Useful Information
Customer COE Manager
Check Your Data via „List Contact Persons With Important SAP Support Functions“
http://service.sap.com/user-admin
© 2013 SAP AG. All rights reserved.
43
Useful SAP Notes
Note #
Description
Report issue to SAP
560499
16481
67739
36677
508140
32736
83020
873046
797124
50048
Global Support Customer Interaction – telephone, fax, e-mail
Contacts @ SAP
Priorities of problem messages
Structure of components in SAPNet – SAP R/3 front end
Customer message – customer log-in data
24-hour support not possible in this language
What is consulting? What is support?
Processing of messages in English
LOP - Line Opener Program
Several questions reported in one message
Trouble with a message
90835
984434
SAP message escalation procedure
How to speed up customer message processing
Notes implementation
357732
Entering development requests
Feedback to SAP
736045
© 2013 SAP AG. All rights reserved.
Complaints concerning SAP Service & Support
44
Useful Links
© 2013 SAP AG. All rights reserved.
Topic
Quick Link
Support Welcome
https://service.sap.de/support-welcome
Connect to SAP
http://service.sap.com/access-support
Create Customer Incident Message
http://service.sap.com/message
Data Administration
http://service.sap.com/system-data
SAP Community Network
http://scn.sap.com
SAP Notes Search
http://service.sap.com/notes
Support Portal
http://service.sap.com/support
Line Opener Program (Youtube)
http://www.youtube.com/watch?v=ccHAq8oVLY
SAP Customer COE
http://service.sap.com/coe
Your Customer COE Contact -> via
“List Contact Persons With
Important SAP Support Functions “
http://service.sap.com/user-admin
45
Useful Links SAP Solution Manager
http://service.sap.com/rkt > SAP Solution Manager 7.1 > IT Service Management
http://help.sap.com/solutionmanager71 > Application Help > IT Service
Management
https://service.sap.com/alm > Application Lifecycle Management > Incident,
Problem & Request Management
https://service.sap.com/instguides > SAP Components > SAP Solution Manager >
Release 7.1 > 6 Additional Guides
© 2013 SAP AG. All rights reserved.
46
© 2013 SAP AG. All rights reserved.
No part of this publication may be reproduced or transmitted in any form or for any
purpose without the express permission of SAP AG. The information contained
herein may be changed without prior notice.
Some software products marketed by SAP AG and its distributors contain
proprietary software components of other software vendors.
Microsoft, Windows, Excel, Outlook, and PowerPoint are registered trademarks of
Microsoft Corporation.
IBM, DB2, DB2 Universal Database, System i, System i5, System p, System p5,
System x, System z, System z10, System z9, z10, z9, iSeries, pSeries, xSeries,
zSeries, eServer, z/VM, z/OS, i5/OS, S/390, OS/390, OS/400, AS/400, S/390
Parallel Enterprise Server, PowerVM, Power Architecture, POWER6+, POWER6,
POWER5+, POWER5, POWER, OpenPower, PowerPC, BatchPipes,
BladeCenter, System Storage, GPFS, HACMP, RETAIN, DB2 Connect, RACF,
Redbooks, OS/2, Parallel Sysplex, MVS/ESA, AIX, Intelligent Miner, WebSphere,
Netfinity, Tivoli and Informix are trademarks or registered trademarks of IBM
Corporation.
Linux is the registered trademark of Linus Torvalds in the U.S. and other
countries.
Adobe, the Adobe logo, Acrobat, PostScript, and Reader are either trademarks or
registered trademarks of Adobe Systems Incorporated in the United States and/or
other countries.
SAP, R/3, SAP NetWeaver, Duet, PartnerEdge, ByDesign, SAP BusinessObjects
Explorer, StreamWork, and other SAP products and services mentioned herein as
well as their respective logos are trademarks or registered trademarks of SAP AG
in Germany and other countries.
Business Objects and the Business Objects logo, BusinessObjects, Crystal
Reports, Crystal Decisions, Web Intelligence, Xcelsius, and other Business
Objects products and services mentioned herein as well as their respective logos
are trademarks or registered trademarks of Business Objects Software Ltd.
Business Objects is an
SAP company.
Sybase and Adaptive Server, iAnywhere, Sybase 365, SQL Anywhere, and other
Sybase products and services mentioned herein as well as their respective logos
are trademarks or registered trademarks of Sybase, Inc. Sybase is an SAP
company.
All other product and service names mentioned are the trademarks of their
respective companies. Data contained in this document serves informational
purposes only. National product specifications may vary.
The information in this document is proprietary to SAP. No part of this document
may be reproduced, copied, or transmitted in any form or for any purpose without
the express prior written permission of SAP AG.
Oracle and Java are registered trademarks of Oracle and/or its affiliates.
UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group.
Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and
MultiWin are trademarks or registered trademarks of Citrix Systems, Inc.
HTML, XML, XHTML and W3C are trademarks or registered trademarks of W3C®,
World Wide Web Consortium, Massachusetts Institute of Technology.
© 2013 SAP AG. All rights reserved.
47