Do you know the difference between a Support Case and a Service Request? If not, then you’re in the right place as I will explain those two options to get in touch with our technical experts according to your needs.
What's the difference?
The Support Case is used to report technical/functional issues with an SAP product or SAP support application. Getting support from an SAP Solution Expert via case is included in your maintenance offering.
While the Service Request is based on the SAP Enterprise Cloud Services (ECS) contract with SAP; this service can be non-chargeable, subject to additional fees or chargeable. That can be used to make changes on cloud systems.
Let’s start with the Support Case
With the migration from the SAP One Support Launchpad to the SAP for Me, we have changed the terminology from “incident” to “case”. ‘Case’ is the new name for getting technical help in SAP for Me.
To create a Case, you will need to access the Get Support Application via the Services and Support Dashboard. There you will see the card “Get Support”, this is the card that allows you to get access to the support application.
Please review this Knowledge Base Article (KBA) that will provide you with the Best Practices for creating a support case: 1339209 Best practices for creating a support case - SAP for Me
It is important to mention that you will need an S-user ID to create a case and that user must have the following authorizations:
- Display Cases
- Display all Cases
- Report a Technical Issue
- Send Cases to SAP
- Close Cases
The authorizations will need to be assigned by the Super Administrator on your company or you can, use the self-service request (see KBA 2891528 How to use the Self-Service Authorization Request - SAP for Me).
Perfect Case
Here at SAP, we believe that this checklist will enable you to provide us with the elements of a perfect case.
- 1 problem per Case
- Document client analysis and SAP Note search
- Remote connection details
- A “meaningful” short text (error-related information)
- Detailed steps to reproduce the problem in your system.
- Appropriate priority, product area or component
- Business impact of problem on your operations
- Customer Contact Information
More information on How to Create a Support Case can be reviewed on KBA 1296527 How to create a support case (contact SAP Product Support) - SAP for Me
So, what about the Service Request?
The Service Requests app offers the ability to request services for delivered systems, based on the SAP Enterprise Cloud Services (ECS) Roles and Responsibilities (R&R) document. The service request catalogue includes services categorized as:
Standard services: non-chargeable and provided as part of the standard contract.
Optional services: Subject to additional service fees and require a contractual change request.
Chargeable services:
- Enhanced Managed Services (EMS): Supplemental set of services subject to additional fees for SAP HANA Enterprise Cloud (BYOL and Subscription) contracts, which could or could not be performed by customer.
- Additional Services: Supplemental set of services subject to additional fees for SAP S/4HANA Cloud, private edition, and SAP HANA Enterprise Cloud Advanced Edition contracts.
- Templates with details on the service to be requested and specific input fields for the required parameters.
- A continuously expanding service catalogue based on customer demand.
How to access ECS Service Requests
The following S-user ID authorizations are required to access the ECS Service Request application:
- Create Billable Service.
- Create Service Requests.
- Display Service Requests.
- Report a Technical Issue is needed to create or display service requests.
Access the application via SAP for Me > ECS Workspace > Click Create Service Requests
You will see a list of all open requests and the details of the selected request on the right side of the screen.
To create a new Service Request, click New or New on Behalf which allows you to request services for a different user.
Click Overview to view all services requests history.
Further details can be found on KBA 2720477 How to access ECS Service Requests - SAP for Me
How to use the Service Request Application
To access and manage your Service Request, you can check KBA: 3239384 How to use Service Requests application - SAP for Me
And here you can find some videos that explain the process:
You can also check this document that explains the use of Service Request: https://support.sap.com/content/dam/support/en_us/library/ssp/my-support/help-for-sap-support-applic...
Thank you for reading!
We hope you found this helpful. Please note that the Customer Interaction Center is always happy to guide you on any of the mentioned processes and assist you with any queries you may have!
You can contact CIC for assistance if you need any further guidance. The Customer Interaction Center can be contacted by Phone, Expert Chat and by email.
- SAP Managed Tags:
1 Comment
| User | Count |
|---|---|
| 10 | |
| 2 | |
| 2 | |
| 1 | |
| 1 | |
| 1 | |
| 1 | |
| 1 | |
| 1 | |
| 1 |
