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How to raise priority of a support case when it’s in Customer Action in SAP for Me

Ron8
Advisor
Advisor
4 weeks ago
1,058

Your support case is in customer action, and you need a guide on how to change the priority? This SAP Blog is for you!

Managing support cases efficiently is crucial, especially if it's in "Customer Action" status. Understanding how to navigate the SAP Support Portal (SAP for Me) can be crucial for timely resolutions and maintaining business continuity.

Before diving into the steps, it's essential to understand what "Customer Action" means. This status indicates that the support case requires input or action from the customer before SAP can proceed with further investigation or resolution. The support team might need more details to proceed with the case. This could include logs, screenshots, or specific error messages, or you may be asked to implement a suggested solution or workaround to see if it resolves the issue, etc.

 

Here's a step-by-step guide on how to change the priority of a support case in SAP for Me when the status is “Customer Action”.

 

  1. Login to SAP for Me using your SAP Universal ID or S-user ID & Password
  2. Under “Dashboards”, click on “Services & Support”.
  3. Click on “View Cases”.
  4. Open the case from your Case List. Ron8_9-1749676578957.png
  5. Click the Edit (pencil icon) beside the Priority. Ron8_0-1749679656221.png
  6. In the Priority/Business Impact drop down, select the new priority (e.g. High).Ron8_1-1749679710395.png
  7. Fill out the required details, e.g. detailed business impact statement, & click on “Submit”.
  8. Click on the “Reply” button and provide the necessary information. If there are any attachments that need to be included, kindly upload them to the Attachments tab for easy reference (see KBA  How to add an attachment to a support case - SAP for Me.)
  9. Lastly, click on “Send” after providing all the required information. Ron8_14-1749677164751.png

Note: Before increasing the priority, please refer to KBA: 67739 - Priority of problem cases - SAP for Me to know more about the 4 priority definitions (Low, Medium, High, Very High). Increasing the priority of a support case can be necessary when the issue at hand significantly impacts your business operations or poses a risk to critical processes.

 

Additionally, it’s mandatory that you provide detailed business impact information to speed up the processing of your case. Increasing the priority of a support case in SAP for Me requires clear communication and thorough documentation. See KBA: 1281633 - Speed Up Processing of a Case - SAP for Me. By following these steps, you can ensure that your case receives the attention it needs from SAP.

Remember, the key is to provide SAP with all the necessary information to understand the urgency and impact of the issue.

 

Reminder:

Some Product Areas or Components do not allow High or Very High priority. If you click the Change Priority button, and the dropdown shows only Low or Medium, that means that specific area does not allow the priority to be raised.

For Product/Component areas that do allow a change in priority, you can only change the priority if the case has one of the following statuses:

  • Not Sent to SAP (saved as draft)
  • Customer Action
  • Partner-Customer Action
  • SAP Proposed Solution

It is not possible to change the priority when the case status is any of the following. The Change Priority button will not be displayed.

  • Sent to SAP
  • Sent to SAP Partner
  • In Processing by SAP
  • Confirmed
  • Confirmed Automatically

If needed, contact the Customer Interaction Center (CIC) for assistance and guidance.  KBA: 560499 - Customer Interaction Center: Hotline - Email - Chat

 

Helpful KBAs & Links:

KBA: 2554794- How to update a case that is in Customer Action - SAP for Me

KBA: 1522544 - How to change the priority of a support case - SAP for Me

KBA: 2403394 - How to change support case details - SAP for Me

SAP BLOG: How to Prioritize and Speed Up the Processing of y... - SAP Community

 

Got More Questions?

Please note that the Customer Interaction Center is always happy to guide you on any of the mentioned processes and assist you with any queries you may have!  

Alternatively, please feel free to ask us in the Q&A  All Questions in Customer Experience | SAP Community and All Questions in Support Services | SAP Community

 

Don't Miss Out on Free Webcasts

Ron8_16-1749677379293.png

We would like to invite you to our free webcasts, which we believe can help you get the best from your support in SAP. You can find all upcoming webcasts on https://events.sap.com/supportwebcasts/en/home. These sessions are open to all users and will revolve around hot topics in support today such as SAP for Me, Case Management, Universal ID, etc. Additionally, you can explore a range of CIC how-to videos at learning.sap.com. Please feel free to share this information with your colleagues. We are looking forward to your attendance.

 

Lastly, you may want to access all SAP CIC Blogs here:  https://community.sap.com/t5/tag/CustomerInteractionCenter/tg-p/board-id/crm-blog-sap

 

Thanks for reading! We hope you found this guide helpful.