Let's know about 'SAP Support Desk'& 'SAP Note Viewer' APP forAndroid& iPhone:
'SAP Support Desk' Mobile APPfor Android or iPhone devices for SAP Service Marketplace:
'SAP Note Viewer' APP:
The "SAP Support Desk APP" allows you to perform the following tasks:
- Display your Message Inbox
- Search and Display SAP Notes
- Open and Book Remote Connections
- Store User and Password for the remote support in the secure container
- Contact SAP Customer Interaction Center Worldwide
- Read SAP Hot News, Top Notes, etc. Via RSS Feeds
A) Support WithoutIncidents
Why Create Incidents when the Solution to your Issues may already exist, be documented and ready for you!
You require assistance from SAP Support, but you don't know the contact details or how to contact your local Customer Interaction Center??
Refer Note560499 - Global Support Customer Interaction: Telephone/e-mail
#. SAP CRM Help Portal Page:
#. CRM Marketing Documentation:
#. Other CRM area Documentation:
#. Using Advanced Note Search Tool (ANST)
ANST is very useful where you need a quick solution; For more information please refer to KBA Notes 1818192 and 1909768.
This can be done by accessing ANST where you can specify the program or transaction or any other possible options available and start the issue replication process.
- Search for SAP notes
- Problematic Custom Codes
- Missing Customizing Entries
- Possible list of ABAP objects from which you can choose appropriate objects to start debugging
#. Using Performance Assistant Note and KBAS Search (PANKS)
PANKS is an acronym that stands for Performance Assistant Note and KBAS Search and as its name implies, it’s a new tool that searches for SAP Notes and KBAS from the performance assistant based on the ABAP error code and context.
Whenever you get an error message, the Performance Assistant is there to help you.
- Details on PANKS: Performance Assistant Note and KBAS Search
- PANKS Video:Youtube PANKS Video
#. Tips on how to search for your particular problem are provided here:
- How to use SCN search
- 1054121: The SAP Ecosystem in a Nutshell
- 1921704: Knowledge Sources for SAP Products
- 1823428: Right Component for Incident, Notes or KBA
- SAP CRM Marketing Top Notes, KBAs and Important Stuff..!!
B) Support With Incidents
In case you don't find any resolution from above knowledge content, or you find a SAP CRM Bug or Critical issue or else, Please follow the below steps to get the Prompt and Better Support from SAP.!!
Ensure Mandatory Checklist before sending the New Incidents to SAP:
- Have you provided any of below inputs to replicate the issue as Attachment
- Step-By-Step Document
- Screenshots or Snapshot
- ST22 Dump File
- Any Technical Analysis
- Can SAP access System Connections, such asR/3 and HTTPs Connect (Backend & WUI Connection)?
- If Credentials are updated in the 'Secure Area' with minimum 1-week validity.
- If Direct Contact Details (With Country Code) or Person of Contact data are provided for faster communication?
- Steps to Reproduction and Details provided?
- Are you sure if you have NOT missed the Attachment; If so please send the attachment Via 'Info to SAP'??
1) Which Business Role?
- Let us know the Business Role for which the issue occurs.
- Test if the issue also occurs in Non-Marketing Roles as well? This will help determine if the issue is Marketing specific issue or not.
- Please ensure the Logon USER has access to the relevant Business Role and update credentials in Secure Area
2) If the issue is due to the Enhancements?
- If issue can be reproduced switching off the Customer Enhancements 'WCF_IGNORE_ENHANCEMT' = A as explained in SAP Note 1311966
- This can quickly determine if the root cause of an issue is caused by Customer enhancements/ Customizing or standard SAP delivery!
3) Please ensure below Connections are available for Replication:
- R/3 Support: Backend System access
- HTTP Connect: Frontend Web-UI access
- Alternative: 'Window Terminal Server' to access remotely to CRM system
If having problems in establishing the connection, Please follow the Notes 592085, 812732, 605795 and ask your Basis team to establish the connection.
ElseSend the incident to SAP Network Team in 'XX-SER-NET' component.
4) Production System, Go-Live in next 7 days and Very High Priority is requested?
- Please refer the Notes 67739 and 1576685 carefully
- An incident should be categorized with the priority "Very High" caused by the following circumstances (Refer Note 67739):
- A productive system is completely down.
- The imminent system go-live or upgrade of a production system can't be completed.
- The customer's core business processes are seriously affected.
- And for each circumstance a workaround is not available
- If issue is in NON- Production environment, the Priority will be reduced to HIGH
5) Provide us the BBPCRM CRM Release Information?
- Code Correction 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 in your system or not!
- To find the BBPCRM version go the Backend CRM system and select System -> Status and click on details as below:
- Scroll Down to find the BBPCRM as shown below:
6) For Screen Sharing Session with SAP, Please use 'GoTo Assist', Refer note 2026090.
- Support Engineers are not allowed to use Lync, WebEx, or any other software for screen sharing for Data Protection & Security Reasons!
- We therefore, request you to use 'GoToAssist' for any screen sharing with the SAP or vice versa.
Above information helps SAP to analyze incident without delay thereby ensuring prompt resolution
PS: Your feedback is important to us for improving this space and content!