SDN Forum Responses

[Former Member]

I understand the whole point of a forum is to have users/consultants post replies to posted topics, but for unresolved posts, after some period of time, I do feel that the owner of the forum should be responsible to post some sort of feedback or comments.

All of my groups' issues posted have no responses.

I would like to be able to receive the needed feedback on SDN (SAP customer questions), rather than having unresolved posts be routed through my clients' account manager for escalation. This looks bad for both my company as well as SAP.

Any other consultants have any thoughts?

[Former Member]

Thanks for your responses. I will use the appropriate channel for support issues in the future. I appologize for my frustrations in the original post.

[Mark63]

Just a few general remarks from my side as a moderator. First, I fully understand that it is frustrating when posts are left unanswered. But, as Venkat pointed out correctly, participation in the forum

is always voluntary. Since there is a dedicated channel for support issues, it is always safer to use this if timely help is required.

To sum this up, if it is about open discussion, SDN is the place of choice, if it is about streamlined customer support, OSS is the option of preference.

Regards,

Markus

[Former Member]

If I understand correctly, OSS is where SAP Customers can seek and expect resolution to their issues.

SDN is for volunteers, who in their spare time, share their experiences/knowledge with others in need. With all due respects, no obligation to reply to a post even someone knows the answer.

SDN has tons of content which encompasses help.sap.com with real world scenarios (even duplicate blogs ;). Search SDN before you post (I agree MDM is relatively new area, where real world experiences are scarce). I can understand your frustration.

As for Rajani's suggestion of "Sticky" posts, it won't work. More than most of the first pages will be "Sticky" with new posts taking back seat.

This is very common in any "volunteer" community. Best wishes.

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Venkat

[Former Member]

Hi Conner,

After reading your post, as an active member in MDM forum, I felt like responding and the response time this time is approximately 2 hours ...

Even though I did not understand who all are part of your "Group", in general the response time in MDM forums is increasing and it is unfortunate that the response to all your posts was poor. Personally, I tend to reply to all posts/questions for which I have answers on top of my head and for others, I will try to do it at my liesure as I may have to work on the specific scenario. All your posts may belong to the second case.

Partially, the responsibility also is with the persons posting the questions. As an active member since MDME4.0 days, I can say that most users does not even tend to inform whether their problem is solved or not(They can atleast mark the post as "Solved Problem"). This demotivates people trying to answer the queries.

My suggetion would be (for moderators) to make such posts as "Sticky" posts, so that everyone one can see them on top instead of these posts getting unnoticed.

Hope you understand that there are some people who are trying to take out some time to answer the forum posts.

Regards,

Rajani Kumar