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adrian_meier01
Advisor
Advisor
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When it comes to reporting a support case, providing the right information is crucial for a fast and efficient resolution. In this blog article, we will guide you on how to report a perfect support case to SAP Field Service Management (FSM) and help our support team process your inquiry effectively.

First, consider the communication channel you will use to report your inquiry. You can refer to the blog article Communication channels for SAP Field Service Management to help you make this decision.

Next, let's talk about the information you need to have ready when reporting a support case, opening an Expert Chat, or scheduling an Expert Session. The following data is essential:

What system and product is affected?
Identify the affected system and product. This information not only provides potential real-time solutions but also helps route your request to the appropriate area within our support teams. Automation allows us to collect valuable additional data, such as log files, even before a support engineer gets involved. It also helps our engineers access your systems. You can find more information in the blog article  Why choosing the right system and product will help resolve your product issue faster. Additionally, for FSM, please provide information about the affected companies.

Which part of the product is affected (component)?
Specify which part of the product is affected. SAP uses Components to describe different parts of a product. Providing this information helps our systems route your inquiry to the team that can potentially assist you the fastest. SAP for Me can assist you in selecting the correct Component based on the entered parameters. The main component for SAP Field Service Management is CEC-SRV-FSM, followed by various Sub-Components such as CEC-SRV-FSM-WIN (Windows Client) or CEC-SRV-FSM-PD (Planning & Dispatching).

How many and which users are affected?
Indicate how many users are affected and provide their details. Knowing which users are affected and which are not simplifies the analysis and helps determine the business impact.

What symptoms do you observe?
Describe the observed symptoms without drawing conclusions. It is crucial to be specific about what you observe to ensure that our support teams can follow up and analyze the same behavior you are experiencing. Please include screenshots and videos to provide us with a better understanding.

How can you reproduce the reported behavior?
To effectively address and resolve the reported issue, it is crucial to provide detailed steps on how to reproduce the behavior. This information is vital for our support team to understand the problem and work towards finding a solution. Without being able to reproduce the issue, it becomes challenging to identify and fix the underlying problem. In fact, approximately 80% of the effort involved in resolving service-related issues lies in reproducing the behavior accurately.

If possible, please provide specific objects or examples that we can use to observe the behavior and test the steps to reproduce it. This will greatly assist us in understanding the issue and resolving it efficiently.

How does it impact your business processes?
When prioritizing support cases, it is essential to understand how the reported behavior impacts your business processes. Please explain the specific ways in which the issue affects your operations, including any tasks or actions that you are unable to perform due to the problem. Additionally, provide information on the number and types of users affected by the issue. This information helps us prioritize support cases based on the business impact and allows our development teams to address the most critical issues first.

What have you analyzed so far?
Before raising a support case, it is likely that you have already conducted your own investigation into the issue. Please share the details of your analysis and any findings you have made. This information will help us narrow down potential root causes and expedite the resolution process.

The more detailed information we receive, the faster we can analyze your inquiry and propose a potential solution. When reporting a support case, please use the product language and avoid using acronyms specific to your company that we may not understand. To maintain a common structure, we recommend using the template provided below when raising an inquiry.

 

Template for Support Cases
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Symptoms
**********************
Describe the behaviors and facts you observe.

Steps to Reproduce
***********************
1. Do this
2. Click there

EXPECTED BEHAVIOR
Describe how the system is expected to behave under normal circumstances.

CURRENT BEHAVIOR
Describe the behavior of the system as it is currently observed.

Environment
***********************
Cloud account(s):
Company(s):
Affected user(s):

Mobile apps
Affected FSM mobile app version:
Affected device OS version:

Integrations
Affected CPI Tenant URL:
Affected ECC/S4H CS Connector (Proaxia) Version:

Testing
Test objects/systems on which SAP is allowed to perform the steps to reproduce.

Research
***********************
Describe any research or analysis you have conducted regarding the issue, including any findings you have made.

Impact
***********************
Describe how the behavior affects your business processes.

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In conclusion, reporting a support case with the right information is essential for a swift resolution. By following the guidelines provided in this blog article, you can ensure that you provide all the necessary details to SAP Field Service Management (FSM) support team, enabling them to process your inquiry effectively. Remember to include information about the affected system and product, the specific symptoms observed, steps to reproduce the behavior, and the impact on your business processes, as well as any analysis or research you have conducted so far.
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