A support request enables you to request SAP electronically for a service specifically for your problem.
This app displays detailed information about support requests you have made and solutions proposed by SAP.
In the Support Requests
app, you can:
Create new support requests
Process existing support requests
Send support requests to SAP
Send additional notes about support requests already sent to SAP
You have the role SAP_SERVICE_REQUEST_ALL
.
The Support Requests
app lists existing support requests. You can also filter this list. The following information is displayed for each support request:
Transaction ID
Short request description
Status
Solution assigned
Creator
To display details of a support request, select it in the list. In the details screen area, detailed information about the support request is displayed on the following tabs:
Details
This tab shows a short description, the ID, the creator, the scope, the status, and the creation date of the support request.
Solution Proposed by SAP
This tab shows the solution proposed by SAP for your support request. SAP can propose the following types of solution:
Consulting
Expertise on Demand
Service
There is a link to each proposed solution in the list, under Description
.
To create support requests, choose Create
in the Support Requests
list.
You branch to the Create Support Request
guided procedure.
Note
Required fields in the dialog box are marked by a red asterisk.
Enter the following data:
Specify Request
Select a support option support options and enter the required additional information:
To receive general support, choose Inquiry for Support
and describe the reason for the support request.
To receive project support, choose Project Quality Check
.
To receive support in optimizing an existing solution, choose Optimization of existing solution
.
Add Systems
Specify the systems by specify the logical component, the system, the installation number, and the product instance. Choose Add
.
Note
You can only add each system once.
Define Scope
Optional: In the Desired Service Date
field, specify the date by which SAP Support is to provide the service.
Enter a short text and a problem description, to explain your uncertainty about whether the relevant problems have been recognized and appropriate measures proposed.
If any previous services were provided, under Services
, add the following services that relate to the problem, for example:
The current results of any EarlyWatch Services run automatically
Self-services that were previously performed
Services provided by SAP that have already been performed
Under Contact Persons
, specify contact persons responsible for the support request.
Add Solution Documentation
(Optional)
Specify the solution, branch, and elements for your solution documentation.
To add solution documentation, choose Add
and add the required information.
Add Attachments
Add a screenshot, for example.
Review
If the Service Delivery Readiness
icon is green, you can send the support request to SAP Support by choosing Save and Send
.
You go back to the Filter Support Requests by:
view.
To edit a draft support request, proceed as follows:
In the Support Requests
list, click on the transaction ID of the support request.
The Support Request Details
dialog box appears.
Edit the entries in the tabs.
Save your changes.
To send an existing support request to SAP, proceed as follows:
Ensure that the Service Delivery Readiness
icon is green.
Note
Service delivery readiness is the prerequisite for provision of SAP services, self-services, and SAP EarlyWatch Alert services.
If the icon is red, proceed as follows:
Choose the Service Delivery Readiness
link to start a self-diagnosis of the system.
The results overview for the self-diagnosis appears.
To display the cause of the problem, navigate to the Managing Systems
tab and choose , and select the Display
link in the Details
column.
The system displays the response strategy.
Fix the error. If required, create a support message under component SV-SMG-SDD
.
Optional: To send the current report of your system status to SAP, choose Transfer to SAP
.
Note
The status report is informational only. A support message is not created.
Select the support request in the Support Requests
list.
Choose Send to SAP
.
The dialog box Data Transfer Release
tells you that the solutions proposed by SAP may be charged, but that you can accept or reject proposals.
Select the checkbox to confirm that the information in the Data Transfer Release
dialog box is also to be sent to SAP in addition to the support request. Choose Send to SAP
.
The support request is sent to SAP.
Note
You cannot edit the details of a support request once it has been sent to SAP. To add notes to a support request that has already been sent to SAP, proceed as follows:
In the Support Requests
list, click on the transaction ID of the support request.
The dialog box for the support request details appears.
Enter your notes in the Communication
tab, in the For SAP
field.
Choose Send Update
.
Your support request notes are sent to SAP.
To manually retrieve support request updates, in the Support Requests
list, choose Get Update from SAP
.
Note
You can automatically receive support request updates from SAP by using job SM:SYNC SERVICE REQUESTS, program RAGS_SERVREQ_LOAD_FROM_SAP. You schedule the job in the Solution Manager Configuration. By default, the job is executed daily.