In order to quickly review an issue in SAP Interaction Center the following information is required by support.
As for all issues a detailed description of the issue you are seeing is necessary.
If possible a document containing screenshots is very helpful.
Release Information:
- Please provide details on your release and the version of BBPCRM.
- Many solutions which include code changes are released as SAP Notes and then included in the next version of BBPCRM so this can determine if a particular fix is already included on your system or not.
- To find the BBPCRM version go the Backend of the relevant CRM system and select System -> Status.
- In the pop up select the magnifying glass icon for Component Information.
- Scroll to BBPCRM
- The highest Support Package on the system is displayed in the format SAPKU<Release><Level> ie SAPKU70107
Business Role:
- Let us know the Business Role for which the issue occurs.
- Test if the issue also occurs in Non-IC Roles. This will help determine if the issue is an IC specific issue or not. By determining if an issue specific to IC will help route the Incident to the correct Support Engineer.
- When granting access via remote connection please ensure the logon user has access to the relevant Business Role.
Enhancements:
- Is the problem is reproducible when you switch off the customer enhancements or configuration by help of user parameter "WCF_IGNORE_ENHANCEMT" as explained in SAP Note 1311966 - Switching off customer enhancements for symptom analysis?
- This can quickly determine if the root cause of an issue is caused by customer enhancements/ customizing or standard SAP delivery
Please include the following connections:
- Backend (R3) system connection.
- Http connection or wts connection. For framework issues or issues which only occur on a particular browser a wts connection is best.
- Web-UI access for the relevant Business Role.
When this information is included in an incident it will allow analysis without delay thereby ensuring prompt resolution.