OSS calls with priority "HIGH" imply a business impact description?

[Former Member]

Today I needed to reply to some OSS calls I opened some days ago. The system is now requesting me to enter a business impact with dates, affected users etc. This was necessary for priority VERY HIGH before.

Is that now changed also for all others? If yes, does anyone know where and when this has been communicated?

I especially wonder why, since those calls have been opened earlier...

Markus

[Former Member]

I noticed that this came into play around the middle of last week. They also requested the service connection(s) be opened.

[Former Member]

i got the exactly the same problem, I'm so angry about this because this is not fair for those already opened ones.

at the end , i give up and change the priority to medium, i think someone is happy now.

[markus_doehr2]

btw: I got the information from the support center that this is correct:

http://service.sap.com/~form/sapnet?_SHORTKEY=01100035870000280235&_SCENARIO=01100035870000000202

If you read the Q4 release notes they say

<...>

1. Business Impact data is now required when opening a message priority Very High OR High

2. Business Impact area is now displayed by default for messages with Very High and High priority

<...>

This could be interpreted as

"Hey customer, you dare to create a prio high call? If you seriously do that, please exculpate why you did that and then we will try to judge at the green table, if your call is being processed faster than another call..."

What is the role of the CIC then, if they can´t ask you any more for a business impact?

Markus

[Former Member]

Does that mean less service for more money ?

This is a SAP measure against the world wide recession coming up !

[Former Member]

I now can see the future of this post...... 😮