Support Essentials What a Customer COE should know about SAP Message Processing

Transcription

1 Support Essentials What a Customer COE should know about SAP Message Processing Dragana Manojlovic, SAP Senior Support Engineer Patrik Gharibi SAP Support Engineer Version: 0.3

2 Agenda SAP Support Basics How to search for a solution How to create a customer message How to speed up and escalate a message

3 SAP Support Basics SAP Support Backbone SAP Service Marketplace Central access to services, software and consulting SAP Support Portal SAP Notes search SAP message wizard SAP software distribution center Administration of remote connections License key & requests SAP service & software catalog SAP Community Network SAP's professional social network, comprises several collaborative communities 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 For SAP a AG. personal All rights reserved. demo, please register here: 3

4 SAP Support Basics SAP Message Solving process at a glance Customer SAP Incident occurs Search for solution Solution not found Support Center Development Support Create Customer Message Investigate the incident Solution not found Handover message Develop and test solution Solution found Create a new SAP note Solution found Solution provided Incident solved Contact the SAP Customer Interaction Center: or via SAP Note SAP AG. All rights reserved. 4

6 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: Load an already saved template Directly show a note Enter your key words Choose between Linguistic and Exact Search Start the search Save your search as template Get a detailled Search Option description via the Help button 2013 SAP AG. All rights reserved. 6

7 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

8 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: 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: SAP AG. All rights reserved. 8

10 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 * search term AFTER search term * BEFORE/AFTER * search term * BETWEEN search * term Be aware of alternative search methods (advanced syntax, AND/OR concatenation, ) Access this topic directly: or For Problems or further questions you may open a message under the component: XX_SER-SAPSMP-ACC 2013 SAP AG. All rights reserved. 10

12 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 7. Send login data (SAP Note ) 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. Access the topic directly via this Quick Link: 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 2013 SAP AG. All rights reserved. 12

13 The Perfect Customer Message SAP Customer Messages Message Priority & Criteria SAP Note 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 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

14 SAP Service Marketplace How to create a message through SAP Service Marketplace Message Wizard How to rate a message through SAP Service Marketplace

15 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: 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

16 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

17 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

18 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

19 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

20 The Perfect Customer Message Maintain my Notifications and Newsletter Subscriptions How to get notified via or SMS when messages are updated on SAP Service Marketplace Go to Maintain my Notifications and Newsletter Subscriptions Check SAP Note for more information Maintain your Basic Settings & SAP Notification Service Settings 2013 SAP AG. All rights reserved. 20

21 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: SAP AG. All rights reserved. 21

22 SAP Solution Manager How to create a message via SAP Solution Manager How to rate a message via SAP Solution Manager (Positive Call Closure)

24 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

25 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

26 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 SAP AG. All rights reserved. 26

27 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 Positive Call Closure Questionnaire with SAP Solution Manager 2013 SAP AG. All rights reserved. 27

34 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 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 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

35 Escalate A Message Message Escalation via Customer Interaction Center Escalate Critical incident occors What justifies an escalation? To justify an escalation you need to explain the business impact! Find more information in SAP Note Criticality has changed: Go-Live now imminent and jeopardized - Business impact now severe What can you do? Contact CIC Escalation team takes over Contact SAP s Customer Interaction Center Please be prepared to provide the following information: 1. Productive system: Is the core business severly affected? (financial loss) Is there an extensive manual workaround? How many users are affected? How long has the problem been going on? 2. Test/development system: Which project? Live date, product and release? Showstopper: yes/no Is the go-live date affected? 3. Point of contact: Work phone number (no 800x) Cell phone number and address 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 Key tip: Specifically ask to have the escalation flag set and make sure system access is available and contact is named! 2013 SAP AG. All rights reserved. 35

36 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 Complaint team takes over Continuous improvement SAP takes care of the issue: 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 Based on these findings, management ensures continous improvement 2013 SAP AG. All rights reserved. 36

37 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: - 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 Contact the Customer Interaction Center Via telephone, or customer message: SAP Note Or via online web form: Support Centers For further details, please refer to: YOU Customer Interaction Center Support Advisory Center SAP Active Global Support Customer Interaction Brochure 2013 SAP AG. All rights reserved. 37

38 Q&A Follow-up (1) Question Is there a possibility for an S-user to search within his company s incidents by content? Answer 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 ). Useful Links: TREX Installation Guides (including information on how to set up the RFC connection) can be found in SAP Service Marketplace at Fundamentals of the RFC Connection between TREX and SAP Systems: /en/b3/793642e2a3ab04e a1550b 0/content.htm Configuring and Administrating the RFC Connection: /en/19/752e4241f51a2ae a1550b 0/frameset.htm 2013 SAP AG. All rights reserved. 38

39 Q&A Follow-up (2) Question What is the difference between linguistic and exact search? How can a customer check if the service connection to SAP is open? Sometimes it shows everything ok but the SAP employee cannot access. How long should the service connection be opened? Answer 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. For this you can contact also SAP customer interaction center (SAP note ) and request them to test it. It would help a lot to use the Line Opener Program. In general a 14 days open connection would be helpful SAP AG. All rights reserved. 39

40 Q&A Follow-up (3) Question How can customer add an additional contact to the message in the section additional contact person when message is at SAP? Business Impact to be provided again when calling SAP customer interaction center. What is the communication language of SAP? Are SAP notes provided in SCN/SDN official statements from SAP? Is it possible to rate SAP Notes in the SAP Solution manager? Answer Unfortunately this is not possible at the moment. We have forwarded your request to our SAP Development Support. No, just refer that the business impact is already provided in the message. For very high incidents as a general rule the incident must be provided in English. See SAP note Yes, SAP notes are official solution proposals from SAP This functionality is currently not supported as the SAP xsearch/sap Note Search in Solution Manger will redirect you to Service Market Place SAP AG. All rights reserved. 40

41 Thank You!

42 Useful Information

44 Useful SAP Notes Note # Description Report issue to SAP Global Support Customer Interaction telephone, fax, SAP Priorities of problem messages Structure of components in SAPNet SAP R/3 front end Customer message customer log-in data 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 SAP message escalation procedure How to speed up customer message processing Notes implementation Entering development requests Feedback to SAP Complaints concerning SAP Service & Support 2013 SAP AG. All rights reserved. 44

45 Useful Links Topic Support Welcome Connect to SAP Create Customer Incident Message Data Administration SAP Community Network SAP Notes Search Support Portal Line Opener Program (Youtube) SAP Customer COE Your Customer COE Contact -> via List Contact Persons With Important SAP Support Functions Quick Link SAP AG. All rights reserved. 45

46 Useful Links SAP Solution Manager > SAP Solution Manager 7.1 > IT Service Management > Application Help > IT Service Management > Application Lifecycle Management > Incident, Problem & Request Management > SAP Components > SAP Solution Manager > Release 7.1 > 6 Additional Guides 2013 SAP AG. All rights reserved. 46

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