Product Support

Optimized Incident Creation

PUBLIC
Digital support experience
SAP ONE Support Launchpad

The SAP ONE Support Launchpad provides you with personalized central access to
SAP support services.

Overview Benefits Access Preview

▪ The SAP ONE Support ▪ Easy access to applications ▪ Direct access through:
Launchpad provides a user- and information according to https://launchpad.support.sap.com
centric entry point for all SAP your role ▪ Access through the SAP Support
customers and partners, Portal
▪ Proactive and guided
independent of their SAP
solution ▪ Simplified user interface ▪ Access through QR code:
based on SAP Fiori
▪ Third most visited SAP Web
site: used by up to 90,000 ▪ Global search for quickly
unique users each day finding answers, support
▪ To receive important notices
assets, and fast inter-
▪ Watch the video through SMS, please go to your
application navigation
launchpad notifications settings
▪ Strong favorites concept page to choose your preferred
notification method (launchpad, e- Mobile Desktop
▪ Holistic overview of your
mail, SMS, or a combination).
▪ Register for your demo today support assets in one place

© 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 2

 ~

Digital support experience

Optimized incident creation

The redesigned optimized incident creation guides you to solve a technical product issue in real time or reach out
to SAP experts with relevant information through a modern, AI-enabled framework.

Overview Benefits Access Preview

▪ The incident creation ▪ Simplified and intuitive design ▪ Accessible through the
application provides a central SAP ONE Support Launchpad
▪ Optimized user experience
user interface for several ▪ Add the tile ‘Report an
integrated Next-Generation ▪ Simplified categorization for
incident’ to your My Home-
Support features incidents filtered by
Screen in SAP ONE Support
system/product area selection Launchpad
▪ It is used by over 50,000
unique visits daily ▪ Real-time log file suggestions
and analysis
▪ Newly designed features are
based on ~75 hours of ▪ Unified support channels
customer feedback ▪ AI-enabled Incident Solution
▪ For detailed information also Matching provide real-time
visit here solutions
▪ Support assistant offers a
guided incident creation
experience
© 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 3
 ~

Digital support experience

Optimized incident creation with support assistant

Support assistant guides you in creating a better incident. It helps categorize your issue to get it assigned to an
expert that can help you resolve your issue faster, all while recommending content and solutions.

Overview Benefits Access Preview

▪ Support assistant helps ▪ More detail is included on  Accessible through the
categorize your issue so that incident creation, helping to SAP ONE Support Launchpad
topic-specific content can be achieve faster resolution times  Add the tile ‘Report an
offered along the way incident’ to your My Home-
▪ Component / Expert Area is
▪ Once the issue is categorized, automatically selected so the Screen in SAP ONE Support
you are asked specific questions incident is routed correctly the Launchpad
that can help get your incident first time, reducing ping-pong
resolved faster
▪ Recommended content can help
▪ At the end of your support you resolve and/or investigate
assistant interaction, the details the issue on your own
are captured and available to
▪ All details of your support
review/edit in the incident form
assistant interaction is
▪ The best component for your transferred to the incident to help
issue type will be automatically the support expert investigate
selected as well your issue

© 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 4

 ~

Digital support experience

Optimized incident management

The optimized incident management, accessed via the new ‘Manage Incidents’ tile, enables you to easily view,
edit or confirm your reported incidents to SAP, with personalizable filters and views, sorting and grouping

Overview Benefits Access Preview

▪ New tile ‘Manage Incidents’ ▪ Simplified and intuitive design ▪ Accessible through the
provides a redesigned incident SAP ONE Support Launchpad
▪ Filter customization and
list view for you to easily ▪ Add the tile ‘Manage
personalized view
search, view, edit or confirm Incidents’ to your My Home-
your incidents ▪ Quick access to confirm, open
Screen in SAP ONE Support
or view incident last changes Launchpad
▪ You can customize the filtering
option to search incidents and ▪ Foundation of incident
save the personalized view management tile simplification
with preferred grouping and from SAP ONE Support
sorting rules Launchpad

▪ Multiple saved searches can ▪ Redesigned incident edit layout

be added within the tile. provides an intuitive workflow to
interact with SAP support
▪ For detailed information also
visit here

© 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 5

Enhancing the whole incident creation & management journey
Enhanced contact details edit
User profile update during
incident creation
Central entry point for Incident,
Schedule an Expert, Expert Chat
Available support channels
highlighted

Multi-file upload New tile ‘Manage incidents’

Real-time log file suggestions & Priority & Contact Unified Support Channels Filter customization &
analysis personalized view

Add Attachment List Incident

Simplified categorization Modernized layout with intuitive
using ‘product functions’ workflow to interact with SAP
Incident Solution Matching Integrate latest functionality of
incident creation form
Issue Description
Edit Incident
System filter enhancement
Cloud outage alerting
Support assistant

System Selection Confirm Incident

Issues can be resolved through self-service tools during incident creation

© 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 6

Incident Best Practices – Customer Information

• Record one issue per incident. Issues may need to be assigned to different experts.

• Make sure that system environment information is complete and up-to-date.

© 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 7

Incident Best Practices – Priority and Contacts

• Select an appropriate incident priority. Refer to next slides for more information about different
priority levels.

• Provide contact with valid phone number and email. (24 hour number required for very high incidents)

© 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 8

Incident Priority Selection

Very High High Medium Low

An incident should be categorized An incident should be categorized An incident should be categorized An incident should be categorized
with the priority "very high" if the with the priority "high" if normal with the priority “medium" if with the priority “low" if the
problem reported has very serious business transactions are normal business transactions are problem reported has few or no
consequences for normal seriously affected and necessary affected. The problem is caused effects on normal business
business transactions and if tasks cannot be performed. This is by an incorrect or inoperable transactions. The problem is
necessary tasks cannot be caused by incorrect or inoperable function in the SAP system. caused by an incorrect or
executed. In general, this is functions in the SAP system that inoperable function of the SAP
caused by a complete system are immediately required. The system that is not required daily or
outage or by a malfunction in the incident must be processed as only used very rarely.
central functions in the production soon as possible: if the
system, or of the IT Infrastructure. malfunction persists, the entire
The incident requires immediate productive business transaction
processing because the may be seriously affected.
malfunction can cause serious
losses.

© 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 9

Very High Priority
Very high priority should be used only if the situation is causing your production system to be down completely (or a core business
process not working) or if there is a go-live for a production system which is endangered (within the next 3-5 working days)

Important for very high priority incidents:

 Provide a detailed problem description and how to reproduce the issue

 Business impact should be provided as per SAP Note 90835

 At least one, preferably two, contact persons available 24x7, to:

– Provide information on the issue
– Provide logon data

 Give information for contact persons:

– Full name and company
– Phone number (including country code)
– Mail-address

© 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 10

Business Impact

Information about how the business is affected is key to

ensuring your incident is treated with the correct priority.
What A brief description of the problem
• The effect on your economic activities from a non-
technical perspective.
Business Impact

How How is the business affected, workarounds, • Every business is individual and the impact of every
consequences issue varies depending on the business you are in.

• Business impact is requested by all departments

involved with customer incidents.
When Timelines/deadlines/project phases

• See SAP Notes 1281633 and 90835 for more details.

Who Information on the 24x7 contact person

© 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 11

Perfect Incident – Closing Incident

If the solution proposed by Product Support solves the issue,

please confirm the incident. Product Support cannot close
incidents; only customers have this option.
This lets Product Support know that you are satisfied with the
solution. For instructions on how to close the incident, refer to
Knowledge Base Article 1239839.

When closing an incident you have the option to fill out a survey
telling Product Support about your experience. The survey is your
direct feedback channel to the SAP support team. 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
incident solving process.

© 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 12

Perfect Incident
Relevant links:
• Knowledge Base Article 1228776 – How to efficiently report a
problem
• Knowledge Base Article 2474005 – How to select the right
component for your incident – Guided Answer
• Knowledge Base Article 67739 – Priority of problem incidents
• Knowledge Base Article 2436508 / 1773689 – Maintain system
logon credentials
• Knowledge Base Article 1757997 – Line Opener Program for
SAP SRM
• Knowledge Base Article 1239839 – How to close a support
incident – SAP ONE Support Launchpad
• Blog – Improved incident creation application
• Blog – Support Assistant

© 2021 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 13