Taking bets...

[Lukas_Weigelt]

...about when SAP reacts on my raised message which is NOT about our productive environment burning to the ground but rather about a particulary deceptive and complex development phenomenon, therefore priority is only "medium". All right then, try your luck.

Estimated time when the global support reacts?

Estimated time when the development section reacts?

Estimated time until the issue is solved?

To anyone who gets closest, I award this seal: http://i999.photobucket.com/albums/af115/xASHLEYwasHEREx/Pictures/seal-1.gif

Cheers, Lukas

[Jelena_Perfiljeva]

I guess no one wants to pay for Premium support. With Medium priority we had the response time ranging anywhere between 3 days (FI) and 3 weeks (SD-EDI).

Just recently I closed the message that was opened back in November. There was no solution provided, we ended up doing our own development. So good luck!

[Former Member]

I reckon you'll get a fairly good response as it's a niche component.

Initial Response - 36 hours

Time Taken for Development Support to get involved - 9 days

(Depends on how good front-line are. The very good ones quickly validate the issue and pass it on. The not-so-good ones make you apply 3 irrelevant notes first, some even argue it's an issue they don't want to fix 😛 )

Estimated time till the issue gets solved - Never 😛

[Lukas_Weigelt]

It's been 7 days since and I haven't even got a reaction from global support.

Estimated time till the issue gets solved - Never :-P

Yeah, probably.

I hate mondays.

[Former Member]

How much do we pay for such good SAP support ?

[harishtk1]

Lots of responses already, but I had almost the same answer as Julius - only I would probably not have written it quite so well.

[Former Member]

.. but I had almost the same answer as Julius 

I placed my bets on last Friday so am basically excluded from winning the beatiful prize already, yet you still agree with me today.

You could also have said that Julius is talking **** again and has no clue about reality anyway!!

Thank you Harish, you are a true friend!

[Former Member]

Now i am really starting to wonder how long it is gonna take until you get a first response...

Maybe they are already fixing and testing behind the curtains

Didn't know i was such an optimist until now.

Cheers Michael

[Former Member]

The first corrolary to Murphy's Law proves that even his first law was infact too optimistic: It is never so bad, that it cannot get worse.

Cheers

Julius

[Lukas_Weigelt]

My problem is most likely solved. An SAP Member answered my Travel Management Thread. I have yet to find out if he replied because of my message for SAP or simply as a gift of the heavens.

[Former Member]

My best guess with a bit of worst-case-scenario built into it:

>> Estimated time when the global support reacts?

23 hours and 15 minutes after opening the message. You will be asked to open a connection to your system.

Tip: You should ask that first screenshots be attached to the message to show how this could not be reconstructed in the SAP AGS support system.

There will be a delay after this until Friday evening (06.01.2012) at about 22:00, then development will respond.

>> Estimated time when the development section reacts?

If 1st level point you to SAP Note # 7, then add 47 hours and 15 minutes later to get past the hurdle.

If 1st level point you to SAP Note # 11, then add additional 71 hours and 15 minutes later to get past the hurdle.

If 1st level point you to SAP Note # 83020, then add additional 95 hours and 15 minutes later to get past the hurdle.

>> Estimated time until the issue is solved?

10 days after development section reacts. The SAP note will have a number from and be dated 04.01.2012.

So you are looking at about the 3rd week of January. Let see. Keep us posted..

Cheers,

Julius

[Former Member]

There will be a delay after this until Friday evening (06.01.2012) at about 22:00, then development will respond.

I know what you mean

[Former Member]

 SAP wrote: You can reach them in service.sap.com/tm or enter a Development Request via OSS note 11.

 Julius and Harish wrote: If 1st level point you to SAP Note # 11, then add additional 71 hours and 15 minutes later to get past the hurdle.  

and

 SAP wrote: ...we also redirect consulting issue from OSS into this forum ... 

 Julius and Harish wrote: If 1st level point you to SAP Note # 83020, then add additional 95 hours and 15 minutes later to get past the hurdle. 

Lukas Weigelt opened the post: Jan 3, 2012 12:24 PM

+ 71 hours and 15 minutes = Friday January 6th at 11:39 AM

+ 95 hours and 15 minutes = today January 10th at 10:54 AM

Lukas Weigelt closed the post: Jan 10, 2012 10:56 AM

So Harish and I were 2 minutes out...

Cheers,

Julius

[Lukas_Weigelt]

Jeez, Julius, you are fast ò_O

Global support reacted after 7/8 days and my issue was, let's say "semi-satisfactory-answered" rather than solved without DEV being involved, BUT within a few hours. I am positively shocked.

process time of my last message --> 4-6 months

process time this message --> like 3 hours

poles apart.

Oh yes, nearly forgot the most important part, @Julius + Harish:

http://images.cheezburger.com/completestore/2011/2/2/a110b8e4-cfb0-4d21-b55f-e2277ccca76b.jpg

Cheers, Lukas

Edited by: Lukas Weigelt on Jan 10, 2012 1:15 PM

[Former Member]

The 2 minutes difference is what Harish refers to as:

almost the same

It is the time it takes to

revert back with the same

3 months difference is what us Africans refer to as:

now-now

or

same-same

Cheers

Julius

[former_member184657]

same-same

In India many prefer to say it as:

same to same

pk

[Former Member]

We often also say:

it is just around the corner

Yeh, right. As in "just around the Cape peninsula". Or "just around the Mount Kilimanjaro a few times"...

Cheers,

Julius

[Former Member]

To give a good estimate, it would be nice to know the component you specified (probably something like BC-ABA-LA). Also if you could outline the problem, to give an impression on the complexity and its solutions. I am suspecting a spooky label issue here.

Estimated time when the global support reacts? 4 days

Estimated time when the development section reacts? 10 days

Estimated time until the issue is solved? 20 days

Cheers Michael

BTW: I had great success with messages on priority low, i had sometimes the impression they were picked earlier than medium. The reason may be that the default priority is in fact medium.

[Lukas_Weigelt]

it would be nice to know the component you specified

FI-TV (which is the one specified in the package of the WDA Component)

I am suspecting a spooky label issue here.

Indeed. 😛

Tip: You should ask that first screenshots be attached to the message to show how this could not be reconstructed in the SAP AGS support system.

Thanks for these hints, I'm sure they'll come in handy!

Cheers, Lukas

[Former Member]

 BTW: I had great success with messages on priority low, i had sometimes the impression they were picked earlier than medium. The reason may be that the default priority is in fact medium.

Completely agree with you. Together with providing sufficient information and analysis and sometimes even a suggestion of how to fix the problem, the important thing is to make it unmistakable that you are not passing some buck (or hobby wish) on to SAP AGS.

Much like here on SDN with questions, if you can see that the OP is being realistic and knows what they are talking about then getting to the solution is much more efficient and "noisy" answers like "see the links" (our SDN equivalent of "please open a connection") tend to steer away from those threads.

Cheers,

Julius

[stephenjohannes]

Don't forget to add time in for components to toss issues back in forth because they definitely feel its not your area and feel no need to consult anyone else before moving them again.

Also you need to add sometime for people to ask you the same question that has already been documented in the message several exchanges back, even though nothing has changed or is not relevant to the issue at hand.

I would say a medium will be about 2 months.

Take care,

Stephen