Question Re: Support??????? in Technology Q&A

Support???????

Former Member — Wed, 09 Jul 2008 13:10:48 GMT

Hello,

We have a support contract and have never received any information (user account) to access our support after the switch to SAP. An earlier email claimed someone would receive the account information, but I checked with coworkers and no one has gotten an email with this information. We are now paying for support that we cannot use. I tried the old business objects phone number, but it just tells me as of 7/7 to go to the site and ends the call. Any idea on how we access our support?

Thanks,

Dan

Re: Support???????

david_marks — Wed, 09 Jul 2008 14:07:25 GMT

SAP Business Objects Customer Services numbers for all regions:

https://websmp102.sap-ag.de/~sapidp/011000358700000547712008/

Re: Support???????

Former Member — Wed, 09 Jul 2008 14:09:37 GMT

You'll need to go online and log a case. See the information here:

https://www.sdn.sap.com/irj/sdn/businessobjects-support

Re: Support???????

Former Member — Wed, 09 Jul 2008 14:25:17 GMT

I'm having the same issue as Dan. Obviously, we can't go online to open a case, as we never received user ids from SAP. I tried calling the SAP phone support, waited on hold for 20 minutes, then was hung up on. They are not inspiring a lot of confidence so far. I had an open case with BusinessObjects support from last week, and I have been unable to update the case at all this week. Is this a widespread problem? Is SAP support so backlogged with other "problem" BusinessObjects users that they can't answer the phone?

Re: Support???????

Former Member — Wed, 09 Jul 2008 14:28:15 GMT

I tried the phone number that was posted above and waited on hold and just hung up after no answer in 20 minutes. It appears that they may have been premature in cutting over from the Business Objects site. What good is paying for support if you can't use it!

Re: Support???????

Former Member — Wed, 09 Jul 2008 17:10:08 GMT

My bad. After searching high and low for an email with the SAP Marketplace user id and password, I finally found the snail-mail letter they sent me that had the information. I am now able to log into the support portal. I still think they ought to answer the phone, though...

Re: Support???????

Former Member — Wed, 09 Jul 2008 19:35:19 GMT

I am having same problem, but I was able to log onto the SAP Support Site but can not "Report a Product Error". I am the "super-administrator" or whatever, and it says I have to contact the "super-administrator" to get access to this feature!!!

Did Business Objects fire all those nice Tech Support guys we used to be able to talk to whenever we had an issue that we needed help with?

How do we reach them on the phone and not just some generic "SAP" person who has never heard of "Match Consolidate".

HELP!!!!!

Re: Support???????

Former Member — Wed, 09 Jul 2008 19:42:06 GMT

20 minutes? You're lucky. I was on for 1 hour 20 Minutes (note: No message, no "all our lines are full"..just music...did I dial the right nbr?). Finally, a rep came online.

She talked me through finding the link I was looking for (which was so obvious (not)), all the while I'm getting errors on the pages about "object is null" or getting messages saying "Data is incorrect check Note..."

Finally I'm asking the rep some questions and....beep...line dies.

1hr, 20mn for a 5 minute incomplete conversation.

I'm not happy.

Re: Support???????

Former Member — Thu, 10 Jul 2008 08:55:18 GMT

Hello, I understand that support as it used to be within BO underwent a radical change.

I trust that after few days of technical problems, which are physiological with every transformation, we will find more effective the way to receive support.

As from now on, before opening a case we must:

- search the knowledge base (sap notes) service.sap.com/notes

- search/post threads in the forums (here)

The reason is presumably to concentrate the tech engineers on serious issues, though I noticed that replies to the questions in the forums are much quicker than having a reply for a support case.

If there problem cannot be solved by consulting notes and forums, we can open a case online (message). at: service.sap.com/message

For communications with customer service, while people are trying to get the grasp of the new system and overload the phone lines, I would suggest to send them an email, if the problem is extremely serious I would go straight to my SAP BO representative.

The list of email addresses and telephone numbers is here: service.sap.com//bosap-support

I also found a flash presentation which should be useful:

https://service.sap.com/~sapidp/011000358700001048782008E.swf

Hope this helps

Re: Support???????

BasicTek — Thu, 10 Jul 2008 13:17:01 GMT

OK if you cannot access the new service portal https://websmp110.sap-ag.de/bosap-support

then you should call our customer support line 1-800-677-7271. We have added many more engineers and others to man the phones during this transition.

Be assured that all your BO engineers are all still here. One of the eventual goals of this migration is getting all our systems linked together to provide our customers with as much information/resolutions as possible via SAP notes and forums. Then for more complex issues customers should be able to create a message as stated earlier. A message will be worked similar to cases in the old CRM.

All account management tasks such as adding contacts will be under the control of our customers from now on. Where as previously you had to do this through our customer support.

please keep the feedback coming...

Regards,

Tim

Re: Support???????

Former Member — Thu, 10 Jul 2008 13:28:04 GMT

Simonefix,

Thank you for your encouragement in helping all of us to contend with the growing pains while the SAP/BO transition takes place. In regards to the URL with flash movie that you provided, at least on my computer here in the office (which is "locked down to the max" by our security gurus) the flash doesn't work (I get an IE error "Invalid character" (URL: https://websmp105.sap-ag.de/~sapidp/011000358700001048782008E.swf)). I even tried to run this directly from the SAP service page, but still no-go. When you run this flash, do you see anywhere that a "text" only version is available? I'd call tech support for support help on their flash, but from reading about other's experience in waiting for over an hour to speak to a live person, I'm not too eager at this point.

Thanks,

John

Re: Support???????

BasicTek — Thu, 10 Jul 2008 19:59:39 GMT

some more information for everyone. You can also email CIC via the following email addresses. I have heard this may speed things up and no hold time!!!

The regional customer mailboxes are:

Americas: support.bosapamerica@ sap.com

EMEA: support.bosapemea@ sap.com

APJ: support.bosapasia@ sap.com

take the space out (needed to post email in the SAP forums

more info to come as we get it...

Regards,

Tim

Re: Support???????

Former Member — Fri, 11 Jul 2008 11:16:26 GMT

Thank you for the posts. I found the sample email on the site that we should receive our account information with.

http://www.businessobjects.com/support/EN_Email_Super_Admin.html

This sample had links to email support and my issue is now being worked on.

Re: Support???????

Former Member — Fri, 11 Jul 2008 20:05:43 GMT

I understand that integrating the Business Objects support with SAP support is a monumental task. And I appreciate the support engineers here are actively correcting the problems, or at least provide quick help on this forum.

May I ask if there is any plan to link back all the old cases we have logged in the past in the OCS system? If you don't, it does not bother me that much because I have already archived all the information myself. But it might affect other customers.

Thank you very much!

Re: Support???????

BasicTek — Sun, 13 Jul 2008 00:00:12 GMT

Hi Simon, I'm looking into it. I don't think that closed cases will be migrated, but we will need to access this info if just internally. I'll let you know what I find out.

regards,

Tim

Re: Support???????

Former Member — Mon, 14 Jul 2008 14:41:38 GMT

Tim,

Can you help me out (and I'm not sure how many wannabe "super administrators" are also stuck like me right now), but here's a quick run down on what's happening:

My super user ID is "S0005462257", but somehow I was not fully blessed with super admin powers when my account was migrated from the former Business Objects Tech Support site to SDN. I can log into SDN (I even have my own passport (smile) and can hunt and peck around, but I don't have full privileges as advertised). I contacted SDN tech support via e-mail (support.bosapamerica (at) sap.com) on 10 Jul and received a reply (support POC replying was Leonel Capillas Rios) who asked for more Customer Information from me. Via e-mail, I gave Leonel the information and also included all BO license keys that have been issued to us per our purchases of BOE XI, and this is where the trail runs cold.

What concerns me at this point is that Leonel did not allude to having had initiated any trouble-ticket number for my case that I can use to track status if I called for help on this (the case of resolving my super admin powers to be), nor any further acknowledgments. I know that today is only Monday, but at this point I can't submit any trouble tickets for new cases, and I feel that I'm left in a lurch. I really don't want to call on the phone and be put on hold for two hours (learned that from reading other posts in this forum), so what's a guy to do?

thanks,

John

Re: Support???????

BasicTek — Mon, 14 Jul 2008 14:56:26 GMT

I've been told the 2 hour wait times have been resolved by the extra people we put on the phones

1-800-677-7271 is probably the way to go. you don't need a case/message number as the incident in this case is your account.

Also SDN and SMP are 2 different portals, you may want to check the links above for the service market place as well,

regards,

Tim

Re: Support???????

Former Member — Mon, 14 Jul 2008 19:10:07 GMT

Tim,

thank you much for the tip on calling the 1-800 number, and you're right, the wait was very short (I chose option 2 - escalation). The lady who took my call verified my situation and promised to fire off an e-mail to Germany requesting that they look into my account to becoming fully "super admin" ASAP....

John

Re: Support???????

Former Member — Tue, 22 Jul 2008 12:29:36 GMT

We are experiencing the same problem (super-admin can login but cannot create support cases/msgs). I can tell you that just yesterday. I spend over 2 hours waiting on hold (no greeting, no hold queue indicator, nothing) for the BusinessObjects Americas customer support line before I had to hang up. But then I was referred to this thread where I called the SAP support number and did get hold of someone right away. They said there was a problem with our account setup and they will get back to me within a couple hours (we'll see).

Note: be sure and tell SAP support (800) 677-7271 that it is a problem with your support account. Otherwise they may try to refer you to the BO Americas support number (with the 2+ hour wait).

Edited by: George Lupanoff on Jul 22, 2008 2:30 PM

Edited by: George Lupanoff on Jul 22, 2008 2:31 PM

Edited by: George Lupanoff on Jul 22, 2008 2:32 PM

Re: Support???????

Former Member — Wed, 23 Jul 2008 21:55:34 GMT

Does anyone know when us "super-administrators" will get our super powers granted? I am not feeling to super when I can't even report a product error.