Creating High-Quality Support Cases and Speeding-Up Resolution

You’re now in the process of direct interaction with SAP’s support, utilizing the tools and suggested channels to accelerate issue resolution, but as there isn’t a known suitable solution yet, you are on your way for a support case creation.

In this lesson, you’ll explore how to best fulfil the process of creating your perfect support case and how to reach out for help when escalating your case.

Submitting a structured support case in SAP for Me, with complete and precise information, allows SAP to assign the right expert immediately and avoids unnecessary back-and-forth.

Watch the video to get a step-by-step walk-through in SAP for Me demonstrating how to create a perfect support case, from structured case entry through priority assignment.

The steps of creating a perfect support case are summarized in the following picture:

1. Step 1 – Scope and Focus: Ensure your request is within SAP’s support scope and describes only one issue per case. This routes the case to the right expert faster and improves investigation efficiency.

2. Step 2 – Clear Description: Provide a meaningful title and a detailed description that includes relevant error messages or symptoms.

3. Step 3 – Steps to Reproduce: Document clear, step-by-step instructions so the issue can be reproduced in your system.

4. Step 4 – Previous Troubleshooting: List all actions already taken — SAP Notes, Knowledge Base Articles, or documentation reviewed — to avoid duplicating effort.

5. Step 5 – System Access: Select the impacted system and environment, and provide remote access details where applicable so SAP can analyse the issue directly.

6. Step 6 – Product and Product Function: Ensure correct Product & Product Function are selected from the predicted options supplied by the Get Support application intelligence.

7. Step 7 – Business Impact: Describe how the issue affects your business operations and end users. This is critical for accurate priority assignment. Review the AI recommendations before proceeding.

   Information about how the business is affected is key to help to ensure your case is treated with the correct priority.

   • The effect on your economic activities from a non-technical perspective.
   • Every business is individual and the impact of every issue varies depending on the business you are in.
   • Business impact is requested by all departments involved with customer cases.

   The picture summarizes what you should document when describing the business impact.

   

   Key questions in case of issues in the product system:

   • Is the core business severely affected?
   • Is there any workaround available?
   • How many users are affected?
   • How long has the problem been going on?
   • What the consequences if the issue continues?
   • Is there any possible financial loss? Under what circumstances?

   Key questions in case of issues in the test / development system:

   • What project is affected?
   • When is your productive go-live date?
   • Is this a showstopper for go-live? Why?
   • What is the most immediate deadline?
   • How many project team members are affected?
   • What are the consequences if go-live cannot be completed on time?
   Note

   Review the SAP Notes 1281633and 90835 for details.

8. Step 8 – Contact Details: Attach reference documents or screenshots and ensure contact information is complete, including a reachable phone number for urgent cases.

Priority is automatically assigned based on the case title, steps to reproduce and system details you provide

The following table outlines the business impact per priority.

The more precisely you describe factors such as users affected, deadlines, or financial risk, the more accurately the system assigns priority. You can adjust priority during case creation or later when the case status is customer action. For adjustments while the case is being processed, contact the Customer Interaction Center.

Once all information is complete, click submit case.

The following information sources help to proceed:

• Best Practices Handbook: Have it in your corner for later consultation.
• Support Case Management - Guided Answers

The Customer Interaction Center (CIC) serves as the central point for SAP's support, offering 24/7 assistance in over 10+ languages. The CIC supports case management, SAP for Me navigation, and more, handling over 450,000 interactions annually.

You can contact the Customer Interaction Center (CIC) anytime, anywhere for personalized and reliable support.

It provides:

• Assistance with issue management such as case creation and updates, or escalations on existing cases
• Guidance through support resources in SAP for Me
• Assistance with User Management such as S-user management, authorization inquiries or password reset help.
• Locating your licensed software from the Download Center
• Assistance with license keys request questions, creation or deletion of systems

• Requesting a remote service and confirming prerequisites, to ensure a successful service booking.

After submitting a support case, you may contact CIC to obtain more information on the case status, request faster processing, adjust the case priority, or initiate an escalation.

To ensure your case is handled with the appropriate urgency, CIC will ask you to describe the business impact from a non‑technical perspective (step 6 in building your support case).

Providing accurate and complete information helps determine the correct priority level and ensures faster and more effective case resolution.

Contact CIC 24 hours a day, 7 days a week, 365 days a year:

• Phone: You can reach out to CIC by calling for assistance.
• E-mail: You can submit your inquiries online & get a response via email
• Chat: Connect with a CIC representative through chat service.

Webcasts, videos and blogs:

• Register for live Support Webcasts here.
• Webcast replays on demand are accessible here
• CIC Support Videos and SAP Community Blogs can be found here

Leverage SAP’s self-service tools and AI-powered recommendations before creating a case, as many issues can be resolved independently. When a case is needed:

• Describe one issue per case with a clear title, a detailed description, and steps to reproduce.
• Include previous troubleshooting steps, system details, and remote access where applicable.
• Describe business impact accurately, it drives automatic priority assignment.
• Priority can be adjusted during creation or while the case is in Customer Action.

A complete, well-structured case reduces follow-up questions and accelerates resolution.