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Am I the only one unimpressed by the Support Portal?

I heard yesterday, via a client, that a PowerDesigner change request has been released in the latest patch. That's great news, as it was raised to fix one of my incidents. However, I have several gripes about what's happening, and I wonder if I'm alone in this:

  • even though the change was instigated by me, they didn't inform me
  • the fix is in SP04 PL02 - I wasn't aware that Service Pack 4 was available - there appears to be not obvious notification method
  • I've tried finding the actual change request (809868) in the portal, with no luck. I don't appear to be able to search or even list change rquests
  • I was able to locate the files I need to download to upgrade PowerDesigner, and the're stuck in my basket. They're zip files, and I can't just download them. The only apparent option is "install Download Manager", which I already have, but freezes as soon as I launch it.

The SAP portal has to support multiple support requirements for a complicated ecosystem, and I suspect that most customers employ people almost full-time to use it. It appears to be configurable, assuming you know the terminology and therefore can deteemine which options are actually relevant. It looks quite simple, with large buttons and minimal text, but hides a lot of complexity, most of which I don't need to know about. My biggest issue is that everything is done with buttons and icons, with some cryptic tooltips on them.

My needs are really simple, as PowerDesigner is the only SAP product I have, so much of the interface and terminology is completely irrelevant. I access the portal no more than a handful of times a year, and I hit the same issue every time - remembering how to use the simplistic interface. I'd really like an interface that recognises how simple my requirements are - not all SAP customers are mega-corporations.

<end of rant>

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1 Answer

  • Oct 17, 2017 at 11:54 AM

    Hello George,

    You are correct. Change requests cannot be visualized from the SAP Support Portal, it is an internal reference to identify a bug or an enhancement request.
    In case an open CR is created or attached to your incident, the support engineer has to document it in a KBA so you can mark that KBA as favorite and get a warning when the CR status changed.

    To review subscription or email notification, you can contact your local Customer Interaction Center (see KBA 560499).

    To download the software, go to
    select SAP POWERDESIGNER 16.6 - Maintenance Product
    choose SAP POWERDESIGNER 16.6 and click the zip (hyperlink) you need to download.


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