- SAP Managed Tags
Note: This blog post was about enhancements delivered for this application in 2024
SAP customers rely on high-quality implementation and operation services by SAP partners for their SAP cloud solutions. As an element of these services, SAP partners will often perform support-related activities and will engage with SAP support on behalf of their customers.
To empower these SAP partners, and to enable an expanded customer experience, SAP has introduced the service partner user management application, through which customers can authorize their partner’s S-user IDs to create and manage cases in SAP for Me on their behalf. This application is a key enabler for partner’s support related service quality, optimized troubleshooting, and collaboration between SAP and partners. In addition, it benefits SAP customers by resulting in accelerated troubleshooting of cases, higher transparency about partner behavior, and fewer S-user IDs to manage for partner users. SAP recommends that customers and partners leverage this application for any such scenarios where partners are engaging with SAP support at the request and on behalf of their customers.
This blog post will share an overview of this application and the process and will be regularly updated when new features are added.
Process Overview
This application is natively hosted in SAP for Me. The process involves the use of the following cards in SAP for Me under the Users & Contacts dashboard:
- Manage Service Partner Users: for use by customer’s cloud administrator, to invite and disengage partner’s S-user IDs, as well as manage the authorizations, installations, and validity periods
- Service Partner User Cockpit: for use by partner S-users to accept invitations from customer as well as disengage the authorization
The process is completed as follows in SAP for Me:
1) Customer invites partner S-user(s) using Manage Service Partner Users (can be done one by one, or via CSV file upload)
2) Partner S-user accepts invitation in the Service Partner User Cockpit
3) Customer assigns the authorization to partner S-user, as well as specifying the installations and/or tenants they are authorized for and the authorization validity date
4) Partner S-user is now able to create and manage cases on behalf of customer within the Get Support application using their own S-user ID
New Features:
As of September 1, 2024 -
Mass Authorization via Copy Authorizations
To make this process more efficient and reduce the administrative effort for the customer, we have now introduced the ability for the customer's cloud administrator to copy authorizations from one partner S-user to multiple partner S-users within the Manage Service Partner Users card. The cloud administrator can choose to either add the authorizations to selected S-users or overwrite the authorizations of the selected S-users. Please see screenshots below.
Notification of Authorization Expiry
Customer cloud administrators and authorized partner S-users will now receive notifications via email and within SAP for Me when their authorization is close to expiring.
For customer cloud administrators, they will be notified with the below message:
- 90 days before authorization expiration
- 60 days before authorization expiration
- 30 days before authorization expiration
- 1 day before authorization expiration
For partner S-users, they will be notified with the below message:
- 30 days before authorization expiration
- 14 days before authorization expiration
- 3 days before authorization expiration
As of June 1, 2024 -
Customers now have the option to invite multiple S-users at a time using a CSV upload.
Restrictions:
- CSV file only
- Up to 200 entries
References
- Customer Guide: https://d.dam.sap.com/a/sz1zkWg
- Customer KBA: https://me.sap.com/notes/2518600