There can be many instances where we have to create a Support Message (Ticket)/Incident with SAP to get a Solution for an Error or get help from SAP Support for various other issues.
Below is a Simple Procedure to Create a Ticket with SAP.
NOTE :- You need to have a Valid S- USER and Password and require appropriate Authorization to Create a Ticket with SAP.
Step 1 :- Logon to the SAP Support Portal (www.service.sap.com) with your Credentials.
Step 2 :- Click on Help & Support beside HOME
And then Click on “Repot a Product Error”
Step 3 :- Click on the Search Button to find the list of all the SAP Systems in your Landscape.
(you will find a list of recently used systems on the left side of you screen)
Step 4 :- Select your system from the List for which you want to create a Ticket.
(Click on “Next Page” button to find your System on the Next Page)
Step 5 :- Enter the Search Term or Keyword in the field Provided and Select the Component by clicking on the Button beside Component.
You will find a list of Components available.
Now you have to find the Component which matches your Error
Example :- If there is a Oracle Database related Error then you select the Component BC-DB-ORA-DBA
Please Note:- You can enter the Search Team in the Field Provided and search which is very helpful to find the Component.
Step 6 :- Then you Click on Continue Button at the Bottom of the Screen.
Step 7 :- In the Next Step , it provides you with the list of SAPNOTES which might be helpful for you to resolve the issue. You can take a look at these SAPNOTES or continue to create the Ticket by clicking on “Create Incident”.
Step 8 :- This Screen is divided into 4 Sections.
1. Classification :-
Here you have to decide the Priority on the Ticket . Please Note that “Very HIgh” should be created only when there is a Severe Error which is stopping the system or Business
2. Problem Detail :-
In this Section , you can mention the error you have in your system in Detail to SAP
3. SAP Notes:-
In this Section you can mention any SAPNOTES that you have implemented to resolve the error. if you did not, you can leave it blank.
4. Contacts & Notifications :-
In this section you can provide additional Contact Details apart from your Contact Details which are already there.
Step 9 :-
After you have provided the required information , then click on “Send Incident” button.
This will notify SAP about this message and SAP will contact you depending on the Priority of the Ticket.
To Display the Status of all your Tickets :-
To Display all your Tickets with SAP , you can click on “My Inbox” at the top of your Home screen.
This page will show you all the Tickets you have created and their Current Status.
SAP Basis Administrator