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e in SAP? t O i What are the differ priorities of tickets/me rent essage that ca be created ? an hat y y b In wh cases Very high priority message to be raised? ----------------------------------------------------------------------------In real tim scenarios, there might be situations, where local basis adminis me , , strators could not resolve t issue. In d the those cas a message can be raise to SAP so that SAP con ses, ed t nsultants can r resolve the iss based on priority of sue the ticket t. Please fo ollow below steps to raise an Oss messa s a age: Step1: Goto Service Market Place. Navigate to Help & Supp -> Repor a Product E G M port rt Error
wn ve re teps to raise a Oss messag an ge. As show in the abov screen, ther will be 4 st They are e i) ii) ystem on whi issue to be reported ) ich e Choose system (Select sy ution Search (Solution search can be pe ( erformed here by using key e ywords of the issue) e Prepare Solu
iii) Find Solutio (System di on isplays some notes which a relevant to the issue. If any of the no suits are o f otes your requ uirement, they can be revie ewed and app plied and mes ssage creation can be defer n rred. iv)Enter messag ( If note of the listed notes are applic ge f cable, you can go ahead an create an O message) n nd Oss
P b de e rding which y would lik to report you ke Step 2 : Please refer below screen. Please provid SID of the system regar an issue and click on search button It displays the system de s n. t etails.
Step 3: In the above screen, provid the keywor of the issue and conduct a search. n de rd e t System displays all th notes that are relevant to this issue as shown below d he a o s w
Step 4: Please review the notes list and try if you can apply any of these to resolve your issue. If n P ted y y e none of the notes sui you can pr its, roceed furthe to create a message to SA er m AP.
As shown in the above screen, select the Language, Component and Priority of the message. By default English language will be selected. If you would like to change, you can do the same by selecting from the dropdown. Afterwards, the relevant component of the SAP system for which you would like to report needs to be selected. A click on component button, opens up screen as below from which component of the SAP system can be selected. Please note this is very important to raise a ticket in correct component for faster resolution of issue. Otherwise, it delays because an SAP consultant will have to go through the issue and he has to in turn forward this message to correct component(In other words, to correct team As each component will be supported by a separate expert team)
Depending on the priority of the issue this is to be selected. SAP responds to you based on the priority selected. In case you have selected very high priority to create an Oss message, you will need to provide some extra details to SAP like Business Impact, Revenue Loss, Number of users impacted etc. In these cases, an SAP consultant will call you within 15mins to understand the issue and lowers the priority if it does not suit to Very high priority call. If they consider it as very high priority call, they start working on the issue immediately, requesting further details in case of any required. Hence, Please note, In case you are selecting very high priority, please make sure you have valid business reason for the same like production system is down and lots of users are unable to work and huge amount of revenue loss to the company.
Next as shown in below screen enter problem details like short text (subject of the issue) and long text (description of the issue)
Below th any attach his, hments related to the issue like screensh d hots, dump fil etc can be uploaded in the les Attachments section
In Conta & Notific acts cations section name , emai id, contact n n il number of the reporter to b provided s that SAP be so can conta you in cas of emergen act se ncies related to this issue. t
Once all these details are provided, please click on save mess sage push but tton to save th Oss messa It he age. P he er e d ush provides an Oss message number. Please note th same. Afte that, please click on send message pu button ctually sends the message to SAP. t t which ac Generate Oss numbe can be used for further correspondenc with SAP. ed er d c ce