Support???????

[Former Member]

Hello,

We have a support contract and have never received any information (user account) to access our support after the switch to SAP. An earlier email claimed someone would receive the account information, but I checked with coworkers and no one has gotten an email with this information. We are now paying for support that we cannot use. I tried the old business objects phone number, but it just tells me as of 7/7 to go to the site and ends the call. Any idea on how we access our support?

Thanks,

Dan

[Former Member]

I understand that integrating the Business Objects support with SAP support is a monumental task. And I appreciate the support engineers here are actively correcting the problems, or at least provide quick help on this forum.

May I ask if there is any plan to link back all the old cases we have logged in the past in the OCS system? If you don't, it does not bother me that much because I have already archived all the information myself. But it might affect other customers.

Thank you very much!

[BasicTek]

Hi Simon, I'm looking into it. I don't think that closed cases will be migrated, but we will need to access this info if just internally. I'll let you know what I find out.

regards,

Tim

[Former Member]

Tim,

Can you help me out (and I'm not sure how many wannabe "super administrators" are also stuck like me right now), but here's a quick run down on what's happening:

My super user ID is "S0005462257", but somehow I was not fully blessed with super admin powers when my account was migrated from the former Business Objects Tech Support site to SDN. I can log into SDN (I even have my own passport (smile) and can hunt and peck around, but I don't have full privileges as advertised). I contacted SDN tech support via e-mail (support.bosapamerica (at) sap.com) on 10 Jul and received a reply (support POC replying was Leonel Capillas Rios) who asked for more Customer Information from me. Via e-mail, I gave Leonel the information and also included all BO license keys that have been issued to us per our purchases of BOE XI, and this is where the trail runs cold.

What concerns me at this point is that Leonel did not allude to having had initiated any trouble-ticket number for my case that I can use to track status if I called for help on this (the case of resolving my super admin powers to be), nor any further acknowledgments. I know that today is only Monday, but at this point I can't submit any trouble tickets for new cases, and I feel that I'm left in a lurch. I really don't want to call on the phone and be put on hold for two hours (learned that from reading other posts in this forum), so what's a guy to do?

thanks,

John

[BasicTek]

I've been told the 2 hour wait times have been resolved by the extra people we put on the phones

1-800-677-7271 is probably the way to go. you don't need a case/message number as the incident in this case is your account.

Also SDN and SMP are 2 different portals, you may want to check the links above for the service market place as well,

regards,

Tim

[Former Member]

Tim,

thank you much for the tip on calling the 1-800 number, and you're right, the wait was very short (I chose option 2 - escalation). The lady who took my call verified my situation and promised to fire off an e-mail to Germany requesting that they look into my account to becoming fully "super admin" ASAP....

John

[Former Member]

We are experiencing the same problem (super-admin can login but cannot create support cases/msgs). I can tell you that just yesterday. I spend over 2 hours waiting on hold (no greeting, no hold queue indicator, nothing) for the BusinessObjects Americas customer support line before I had to hang up. But then I was referred to this thread where I called the SAP support number and did get hold of someone right away. They said there was a problem with our account setup and they will get back to me within a couple hours (we'll see).

Note: be sure and tell SAP support (800) 677-7271 that it is a problem with your support account. Otherwise they may try to refer you to the BO Americas support number (with the 2+ hour wait).

Edited by: George Lupanoff on Jul 22, 2008 2:30 PM

Edited by: George Lupanoff on Jul 22, 2008 2:31 PM

Edited by: George Lupanoff on Jul 22, 2008 2:32 PM

[Former Member]

Does anyone know when us "super-administrators" will get our super powers granted? I am not feeling to super when I can't even report a product error.

[Former Member]

Hi Tim,

Have you been able to figure out if these old cases are going to be available? I have not been able to access my old cases and I didn't see an update from what you posted last month.

Thanks,

Greg

Edit: Sorry everyone, this seems to have been posted to the wrong thread ... and I don't see how to delete it...

Edited by: Gregory Creme on Aug 5, 2008 6:29 PM

[BasicTek]

I'm not sure what the plan is for cases that were closed before the migration. But anything that was open should be migrated by now. There may still be a few customers that can't access their migrated cases but the data should at least be in the new system and accessible by support.

I think there is a plan to move this data at some point. In the meantime we still have access to this data internally. For confidentiality you should open a message with support and ask one of the engineers to send you anything relating to your old/closed cases.

Regards,

Tim