Patrick Roedlmeier
Incident Guidelines and Tips
Patrick Roedlmeier · 26 days ago · Discussion
Patrick Roedlmeier
Incident Guidelines and Tips

To avoid project delays due to insufficiently created Incidents to SAP, I highly recommend to create 'the perfect incident', that no additional inquiries from SAP are required to proceed.

Please have a look to the following assets, how to write the perfect incident and gain the shortest possible response and solution time from SAP Support:

1) First, have a look to the corresponding Activate Task including more accelerators and links: ://go.support.sap.com/roadmapviewer/#/group//roadmap/IMPS4HANACLDENMGMT/node/901B0E6D3F501EE79BAA4DC9BC59BE9D:

2) Please see the document for Guidelines and Tips for general Incident Management. Especially slide 7 and 15. Slide 23 and 24 are explaining the priorities (low to very high) for SAP and how to escalate the issue: https://support.sap.com/content/dam/SAAP/SAP_Activate/S4H_393%20SAP%20Incident%20Management%20Guidelines%20and%20Tips.pptx

3) Additional information like the usage of Co-Pilot for reporting issues/incidents are explained in the SAP Note (2563519 - S/4 Hana Public Cloud - How to create the perfect incident): https://launchpad.support.sap.com/#/notes/2563519

You don't like to read? I understand. Have a look to that video explaining 'how to create an incident' (2 minutes): https://www.youtube.com/watch?v=dRtIySX5uSk

Last but not least - What is the right component for the incident?

Go back to your Fiori/GUI App (Issue/Error occured) and click on your User-Icon (left upper corner) -> Click 'About' and you can see the right component at the bottom. 

Best Regards,
Patrick Rödlmeier

PS: You need an S-User to create an Incident! You don't have one? See below.

Assets:

 

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