Hi Robin,
Go to "service.sap.com/support" and from there you can log in with your User account ID and password. If you don't have one then it should prompt you or Call our Customer Services people and they can help you get set up. If you know who your Super User is then they can add you also and create an accoutn for you, no limit as to how many users can be added now. And there is no option to add users to the case, whomever logs the case manages the communication.
Once you get in then click on the Help & Support tab on the left. Then SAP Businessobject Support tab in the middle of the screen. Then on the left in next row of tabs you'll see one labelled "Report a Product Error". This is how you generate a Message ( was previously known as a Case ). One you search the notes area and fill in the correct Product name, very important so it gets directed to the correct team, and you note and also all the info about your system configuration, errors generated etc. ( same as before ) then save it and then you must send the case.
Once it shows up in the various teams queue someone one typically calls you to verify the info and start working the case.
There is no option to call in first. We are using the SAP support model now and it's not an option.... This system puts the onus on the customer to manage the case, if you don't keep it up to date the system will close the case automatically after 45 days.
I believe if you search the notes also you'll find the abridged version on how to...
Hope that is clear and thank you for your understanding and patience.
Don
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.