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ASK SUPPORT EXPERT

Former Member
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Hello Community,

Many of you have been in contact to ask different questions about SAP Business One Product Support and how we work. I would like to start a thread to answer any questions you might have.

1. Customers and Partners have different access rights to two separate portals. Therefore some customers cannot access the links to documents as these are stored in the Channel Partner Portal which your partners only have access.

2. Customer should request an s-user from their partner to be able to access this information

3. Consulting messages should be dealt with via this forum as we have dedicated many resources here.

4. Many users when contacting support do not supply fully the details of the issue, this can cause some delays until we can get the full details of the issue

5. All issues should be tested in current version lateat SP and patch, then on latest version (SP&Patch). If the issue is resolved by an upgrade then that is the solution

6. Requests for new functionality should be posted on the Product Development Collaboration forum, requests for legal issues should be sent to SAP Business One Product Support

7. Hotlines are open from 9-6 local time, you should log a message beforehand

8. It is possible to change the name displayed here on the forums so you can act anonymously

9. All partners should check frequently the support section in the SAP Channel Partner Portal

And now I hand over to you to ask any questions you may have.....

Edited by: Paul Finneran on Dec 17, 2008 10:39 AM

Accepted Solutions (0)

Answers (4)

Answers (4)

Former Member
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Hi Paul,

How does a customer raise a product bug/issue directly to SAP without partner support?

Regards

Edited by: Sharath Raghavan on Jan 30, 2009 7:44 AM

Former Member
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Hello Sharath,

Our current business model is consisted of customer - partner - SAP, meaning that it is the partner who must provide a determined level of support to the customer before handing it over to SAP if necessary. It is currently not possible for a customer to recieve direct support from SAP. This was introduced a few years ago but is now phased out and back to the customer - partner model.

Regards,

Paul

Former Member
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Hi Paul,

I am new to SAP Business One Support. and I'm having problems with the installation and with the licensing. Right now I registered one Customer and their professional user is 10 I registered this one correctly and it given me a valid license key the problem is when appliying the license on SAPB1 it only reads 9. How come?

Regards,

IAN

Former Member
0 Kudos

Hello Ian,

This thread refers to general support processes. I would suggest that you post this question in the main forum or alternatively contact your partner. SAP Note 951816 should help.

Regards,

Paul

Former Member
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Hi

I am from India.

I have a problem with SAP 2007 B.

I found one menu named as Restore > Restore Numbering in SAP 2005 but it is not in SAP 2007 B.

So what is the alternative for this in SAP 2007 B ?

How i should get that functionality back in SAP 2007 B ?

Former Member
0 Kudos

Hello Hepil,

Yes you are correct, this feature has moved in 2007 version. Under normal circumstances you should not have to use this function unless under the guidance from SAP Product Support. This function when used could be temporarily solving an issue but there may be a problem in the software or your data. You should document fully the scenario and send to your partner or SAP for fixing. Most issues which use this function have been resolved but please do let us know your scenario and why you are using this feature.

Regards,

Paul

Former Member
0 Kudos

Hi Paul,

Many thanks for the response.

Please note we are SAP partner in India, and we have developed an add-on using SDK.

I have created an UDO and linked it to a custom form for one table and my form is auto managed. Now some time conditionally I want to insert data manually in to this table. But when I try to fire Query of insert from SQL then after this system will give Error "This entry already exists in the following tables (ODBC -2035)" and the system is not allowing me to add further more records in this table from the Form (Auto managed).

In 2005 B, I used to resolve this issue by using the option Administrator > Restore Numbering and manually restore that by clicking on that menu. After doing this I am not getting that error. But now in SAP 2007 B there is no option of Restore Numbering. So how can I solve that error ?

I guess SAP internally updates document numbering of auto manged forms, and when I insert some record manually in that auto managed table/form, system starts giving above error because the internal update process has not taken place.

Do I required to post this to support within SAP service market place ?

Hepil

Former Member
0 Kudos

Hello,

I would firstly post this in the SDK forum. If this is a bug you should post it to SAP Business One Product Support after check in the forums.

Regards,

Paul

Former Member
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hi,

I found this Restore Numbering File facility in Help -> Support Desk -> Restore -> Restore Numbering File Menu.

But you are saying that this facility is removed from SAP 2007B.

So what changes are done in this restore facility in SAP 2007.

Regards

Urvi Mehta

Former Member
0 Kudos

Hello,

I did not say it was removed, I said it was moved. The main point it that this should not be run without approval from SAP Business One Product Support. If you find yourself in such a scenario then most likely there is an underlying issue which must be addressed.

Regards,

Paul

Former Member
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Hi Paul,

Any news from SDK forum ?

BR

Samir Gandhi

Hello,

I would firstly post this in the SDK forum. If this is a bug you should post it to SAP Business One Product Support after check in the forums.

Regards,

Paul

Former Member
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Hello,

I meant you should since this is your issue and you are best capable to describe it.

Regards,

Paul

Former Member
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Hi Paul,

This is regarding point no.6 Requests for legal issues should be sent to SAP Business One Product Support

I am in country India, so what is the channel to contact SAP Business One Product Support ?

Because in Country India version there is lots of Legal requirements are yet not addressed in SAP B1 2007 B

BR

Samir Gandhi

Former Member
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Hello Samir,

If you are a Partner: If there are multiple legal functionality not implemented into SAP Business One, you should log seperate support messages to SAP Business One Product Support. Alternatively please countact your channel manager.

If you are a customer: Please contact your partner.

In either case please make a note search for "missing functionality" to get the correct template to use and you should validate whether the issue is a legal requirement or a "nice to have" change. you can find the note search in the relevant portal.

Hope that answers,

Paul