Customer's incidents and systems not displayed

[jsommer79]

When I'm using the pages Services & Support and Systems & Provisioning
then only our (partner's) incidents and systems are displayed, but no incidents and systems of our customers.

For my collegues the same.

Are our privileges not suficcient? If yes, whicht privileges do we need?
Or may there be a misfunction in SAP for ME?

URL's:
https://me.sap.com/servicessupport
https://me.sap.com/systemsprovisioning

[Wallace]

I see this as 6 days back.

Have you ran a support ticket on this?
Yes, you can't get in to run the ticket, but I believe you could call the CIC/Customer Incident Center and take it that way.

Hoping this helps.

Wallace

[thalesvb]

Same issue here. I can see customer's data on (to be retired) ONE Support Launchpad, but nothing on SAP for Me.

KBA 2982890 says "Many cards that are relevant for SAP partners have been integrated into the dashboards Finance & Legal, Portfolio & Products, Services & Support, Systems & Provisioning, and Users & Contacts, which were previously called “Customer Dashboards”, so we are looking into the right place.

If you have any update from SAP can you also post here?

I suggest also to add tag "#partner" which SAP staff is using to publish "SAP for Me for Partners" announcements and "Support Services", maybe will help to bring their attention.

[jsommer79]

Hello Wallace, hello Thales,

FYI: I just noticed that the Support Launchpad for SAP Business One shows the following message at the top: "Support Launchpad for SAP Business One remains your single point of entry to get support. For further info refer to KBA 3325732 SAP Business One Support and SAP for Me."

This confirms that everything remains the same for SAP Business One Partners.
SAP4Me seems to be irrelevant for SAP Business One Partners.

Kind regards

Johannes

[jsommer79]

Hello Wallace, hello Thales,

an aditional information connected with this issue:

I found that when I create an issue in the SAP ONE Support Launchpad under
https://launchpad.support.sap.com/#/incident/create

I cannot select the customers which are available in the Support Launchpad for SAP Business One
https://userapps.support.sap.com/B1support/index.html

I created an incident on this issue. The answer of SAP Support is:
"SAP ONE Support Launchpad does not support Business One. See KBA 2388701"
This KBA (last update 05.05.2023) refers to KBA 3325732 (last update 24.04.2023, see below), wich states that for all SAP Business One Support related topics the Support Launchpad for SAP Business One hast to be used.

I conclude that SAP4Me shares the same database with SAP ONE Support Launchpad, but does not have access to the data of Support Launchpad for SAP Business One.

Consequently, it is absolutely necessary that var partners still have access to the Support Launchpad for SAP Business One after 24 May.

Waiting still for answer from SAP Partner support.

---

3325732 - SAP Business One Support and SAP for Me

https://launchpad.support.sap.com/#/notes/3325732

The Support Launchpad for SAP Business One is still the main entry point for all SAP Business One Support related topics. We recommend that partners search for documentation such as SAP Business One Notes and KBAs in the Launchpad. Once an SAP Note or KBA is selected, you are automatically directed to SAP for Me for the display.

At present it is not possible to search for SAP Business One related materials in SAP for Me or report/access an incident. Please continue to use the Support Launchpad for SAP Business One.

Please open the Request Lizencekey application via https://me.sap.com/licensekey/wizard.

---

Kind regards
Johannes

[Wallace]

Thanks Johannes,
Glad its moving, apologize that I missed the partner part of this.
Hoping it soon gets resolved in a good way.
Wallace

[jsommer79]

Hello Wallace, hello Thales,

as a first action I wrote to SAP Support and SAP Partner Support (partner@sap.com):

---

We strongly request not to switch off the SAP Business One Support Launchpad
https://userapps.support.sap.com/B1support/index.html
until all our customer's system information (including license download) and tickets are available at SAP for ME.
Please forward this request to the SAP division in charge.

---

If you are also affected as var Partner, maybe you can do the same in order to ensure that access to customer's systems and incidents is still available as of 24 May.

Waiting now for SAP Partner Support's answer.

Kind regards

Johannes

[jsommer79]

Hello Wallace, hello Thales,

in the meanwhile I received the folowing answer from SAP Support:

SAP4ME does not work properly for var Partners.
One has to contact the partner support in order to individually solve the problem.

(original answer see below)

I am surprised that SAP is not proactively solving the apparently general problem with the highest priority. Apparently many (all?) var partners are affected and the previous support launchpad will be switched off on 24 May (in just over 2 weeks) according to SAP's announcement.

Kind Regards

Johannes

---

Answer from SAP Support:
There is currently a bug with the incidents of var partners not showing up.

The systems of the end customer of a var partner are not displayed in the system & provisioning tab.

Customer needs to check the partner dashboard and need to check with the partner support.

Please follow the below mentioned KBA to know how to get SAP Partner support or help for SAP Partner Portal:

1848459 - How to get SAP Partner support or help for the SAP Partner Portal - SAP ONE Support Launch...

3165784 - How to get assistance for Partner Dashboards and the related partner cards - SAP for Me - ...

2388701 - How can Partners get technical support for SAP Business One - SAP ONE Support Launchpad

[jsommer79]

Hello Wallace,

thank you for your message. I've opened a support ticket on the SAP for ME incidents page. Until now the problem is unsolved.

Kind regards

Johannes

[Wallace]

Hello Johannes,
Hoping I helped.
Some areas on the community on tags I follow are more active than others, so I suggested the support approach.
Looking forward to a post here on what was found.
Best Regards, Wallace