How to Write to sap using the oss notes.

[#1]

Hai All,

we found a problem with the standard extractor and we want to open a ticket with the sap. I am about to get the service market place ID. Can you anyone tell me the steps to write and procedure to communicate to get the solution.

Thanks, VP.

[Former Member]

Hi,

1. login in to service.sap.com

2. Click on Sap Service Channel

3. Click on Problem solving

4. Click on customer message

5. Click on choose system

Then follow the setups .

For All these you need the accessid which will be your installation no. with password.

Just for information...

When you open an OSS note you have to assign the priority too.

SAP has defined the following priorities for problem messages:

1.Very high:

A message should be categorized with the priority "very high" if the problem reported has very serious consequences for normal business transactions and if necessary tasks cannot be executed.

In general, this is caused by a complete system outage or by a malfunction in the central functions of the SAP System in the production system.

The message requires immediate processing because the malfunction can cause serious losses.

2.High:

A message should be categorized with the priority "high" if normal business transactions are seriously affected and necessary tasks cannot be performed.This is caused by incorrect or inoperable functions in the SAP System that are immediately required.

The message must be processed as soon as possible: if the malfunction persists, the entire productive business transaction may be seriously affected.

3.Medium:

A message should be categorized with the priority "Medium" if normal business transactions are affected.The problem is caused by an incorrect or inoperable function in the SAP system.

4.Low:

A message should be categorized with the priority "Low" if the problem reported has few or no effects on normal business transactions.The problem is caused by an incorrect or inoperable function of the SAP system that is not required daily or only used very rarely.

Customer requirements for prompt processing of messages with the priority "very high" are:

o The affected system should be open

o A contact person must be nominated for opening the system. This person must be

- available

- be able to provide the necessary logon data

o A contact person must be available to provide information on the problem

o The problem should be described in as much detail as possible:the message should /must contain instructions on how to simulate the problem.

Assign points if helpful.

Thanks.

Amith

[Former Member]

Amith,

Thanks for the info. I just got the ID and I went to service.sap.com and then to step2, Click on Sap Service Channel(found in the SAP Support Portal). But I am not seeing step3, Problem Solving? Am I missing some thing?!

Thanks, Vijay.

[Former Member]

Vijay,

you must have a customer logon to the support portal that is enabled for logging OSS messages , otherwise you will not see this option .. when SAP was installed - some IDs would be created as customer logins - you would have to use that to do the same..

Arun

Hope it helps...