Defining Optimized Incident Creation

The award winning SAP ONE Support Launchpad provides personalized, central access to SAP support services. It is a user-centric entry point for all SAP customers and partners and for all solutions, regardless of whether they are run on premise, in the cloud, or as a combination of both.

SAP ONE Support Launchpad provides a state-of-the-art and intuitive interface, enabling you to accomplish your support-related tasks with ease and efficiency. All support services and applications are displayed in a personalized manner, according to your user profile. A global search allows you to quickly find and access various support-related assets, such as knowledge documents, products, downloads, license keys, support user accounts, and many more. It also makes it possible to navigate easily between these assets and their associated applications.

The SAP ONE Support Launchpad offers the following benefits:

• Easy access to applications and information according to your role
• Proactive and guided
• Simplified user interface based on SAP Fiori
• Global search for quickly finding answers, support assets, and fast inter-application navigation
• Strong favorites concept
• Holistic overview of your support assets in one place

The SAP ONE Support Launchpad can be accessed in any of the following ways:

• Direct access
• Via the SAP Support Portal
• Use the QR code provided in the figure

You can specify whether you wish to receive important notices via SMS, e-mail, via the SAP ONE Launchpad, or using a combination of methods. Indicate your preferred notification method on your launchpad notifications settings page.

The SAP ONE Support Launchpad includes many tools. The incident creation application provides a central user interface for several integrated Next-Generation Support features. As it is one of the most-used applications, with over 50 thousand unique visits daily, it was an important application to review and enhance.

Read a detailed explanation of how the optimized incident creation application simplifies the incident creation process.

The optimized incident creation application offers the following benefits:

• Simplified and intuitive design
• Optimized user experience
• Simplified categorization for incidents filtered by system/product area selection
• Real-time log file suggestions and analysis
• Unified support channels
• AI-enabled Incident Solution Matching provide real-time solutions
• SAP Support Assistant offers a guided incident creation experience

The optimized incident creation application can be accessed in the following ways:

• Via the SAP ONE Support Launchpad
• Via the Report an incident tile, which you can add to your My Home screen in SAP ONE Support Launchpad

Support Assistant is available to help guide you through the incident creation process so that you create a better incident. It helps you categorize your issue correctly. This ensures that topic-specific content is offered throughout the incident creation process to help you investigate or resolve the incident yourself. It also ensures that the most appropriate component/expert area is selected so that the issue is assigned to an expert that can help you resolve your issue faster.

Once the issue is categorized, you are asked specific questions that can help get your incident resolved faster. At the end of your support assistant interaction, the details are captured and available to review/edit in the incident form.

Using the Support Assistant offers the following benefits:

• Recommended content can help you resolve and/or investigate the issue on your own
• Component/expert area is automatically selected so the incident is routed correctly the first time, reducing ping-pong
• More detail is included on incident creation, helping to achieve faster resolution times
• All details of your support assistant interaction is transferred to the incident to help the support expert investigate your issue

The Support Assistant can be accessed in the following ways:

• Via the SAP ONE Support Launchpad
• Via the Report an incident tile, which you can add to My Home screen in SAP ONE Support Launchpad

The Manage Incidents tile gives you access to the optimized incident management view.

The redesigned incident list helps you easily search, view, edit, or confirm your reported incidents to SAP. You can customize the filtering option to search incidents and save the personalized view with preferred grouping and sorting rules. It is also possible to add multiple saved searches the Manage Incidents tile.

Read detailed information about the redesigned incident list.

The optimized incident management view offers the following benefits:

• Simplified and intuitive design
• Filter customization and personalized view
• Quick access to confirm, open, or view incident last changes
• Foundation of incident management tile simplification from SAP ONE Support Launchpad
• Intuitive workflow for interacting with SAP support

The optimized incident management view can be accessed in the following ways:

• Via the SAP ONE Support Launchpad
• Add the Manage incidents tile to your My Home screen in SAP ONE Support Launchpad

The entire incident creation and management journey, from incident creation to listing, incident edit, and confirmation, has been enhanced to provide an optimized user support experience. During this journey, various self-service tools (such as the support assistant, incident solution matching, and the real-time log file suggestions and analysis) are available to help resolve issues. As a result, some issues are fixed without having to raise the ticket to SAP support.

When creating an incident, it is important to record only one issue per incident. This is because different issues may need to be assigned to different experts.

It is also important to provide complete and up-to-date system environment information.

For each incident, select an appropriate incident priority. There are four priority categories:

• Very High
• High
• Medium
• Low

An incident should be categorized as very high priority if the problem reported has very serious consequences for normal business transactions and if necessary tasks cannot be executed. In general, this is caused by a complete system outage or by a malfunction in the central functions in the production system, or of the IT Infrastructure. The incident requires immediate processing because the malfunction can cause serious losses. Very high priority should be used only if the situation is causing your production system to be down completely, if a core business process not working, or if a go-live for a production system is endangered (within the next 3-5 working days).

If you do categorize an incident as high priority, it is important that you provide the following information:

• A detailed description of the problem and of how to reproduce the issue
• The business impact, as per SAP Note 90835
• At least one, preferably two, contact persons available 24x7, to provide information on the issue and logon data
• For each contact person, their full name and company, phone number (including country code), and email address

An incident should be categorized as high priority if normal business transactions are seriously affected and necessary tasks cannot be performed. This is caused by incorrect or inoperable functions in the SAP system that are immediately required. The incident must be processed as soon as possible: if the malfunction persists, the entire productive business transaction may be seriously affected.

An incident should be categorized as medium priority if normal business transactions are affected. The problem is caused by an incorrect or inoperable function in the SAP system.

An incident should be categorized as low the problem reported has few or no effects on normal business transactions. The problem is caused by an incorrect or inoperable function of the SAP system that is not required daily or only used very rarely.

Information about how the business is affected is key to ensuring your incident is treated with the correct priority. As a result, the business impact of an incident is requested by all departments involved with customer incidents.

Every business is individual and the impact of every issue varies depending on the business you are in. However for all businesses, business impact is defined as the effect on your economic activities from a non-technical perspective.

For details about business impact, refer to SAP Notes 1281633 (Speed Up Processing of a Customer Incident) and 90835 (SAP Incident Escalation Procedure).

If the solution proposed by Product Support solves the issue, please confirm the incident. This lets Product Support know that you are satisfied with the solution. Product Support cannot close incidents; only customers have this option.

For instructions on how to close the incident, refer to Knowledge Base Article 1239839.

When closing an incident you have the option to fill out a survey telling Product Support about your experience. The survey is your direct feedback channel to the SAP support team. You can tell us what you liked about the service and what you think should be improved. SAP uses this information to refine and adapt the incident solving process.

• How to efficiently report a problem - SAP Note 1228776
• How to select the right component for your incident - Guided Answer - Knowledge Base Article 2474005
• Priority of problem incidents - SAP Note 67739
• Maintain system logon credentials - Knowledge Base Article 2436508/1773689
• Line Opener Program for SAP SRM - Knowledge Base Article 1757997
• How to close a support incident - SAP ONE Support Launchpad - Knowledge Base Article 1239839
• Improved incident creation application - Blog
• Support Assistant - Blog