
In part II of How to improve your SAP CRM E-Commerce support I will give some suggestions on how to get the best possible support. This will included some samples message that have been reported. One example that will needed fiuther clarification by SAP Support and another that will allow quick analysis of the issue.
If we now look a two example of issue that maybe reported on the very same issue. (note these are note real issue that have been reported but examples).
Example 1.
Dear Support,
We have an issue with our webshop that it is not possible ot order non-catalog production in or productive webshop. Customers should be able to order products that are not available in the product catalog. Configuration in CRM allows this. CRM system is open for connection.
Regards
A Customer.
From this message we can see the following.
What is missing from the message.
Example 2.
Dear Support,
We have an issue with our webshop that it is not possible ot order non-catalog production in or productive webshop. Customers should be able to order products that are not available in the product catalog.
We have set the non.catalogproducts to True in the UI element of the B2B application but still this is not possible.
Steps to reproduce this issue.
Connection to the System CRD are open and both HTTP , R/3 and WTS connection are available. Userdata is in the SECURE AREA of the message.
Please login to
Create a new order and enter product 123456.
You will recieve the error that the product is not available in the product catalog.
Please see the attached session log.
Can you please advise on this issue.
Regards
A Customer.
From this message we can see the following.
Example 2 is a sample message to show all information that would be require to analyse this issue. Once this message has been recieved SAP Support will be able to start the analysis of the issue and feedback on your issue will be provided quickly.
Together SAP Support and Customers can help improve the level of support through communication .
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