SNP Customer Support benefits from the partnership with SAP that allows us to share the SAP Service backbone. The customer’s request for SNP or SAP support is being processed the same way, via OSS incidents.
The steps on how to create an OSS incident are following:
Go
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to https://
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Click ‘Report an Incident’.
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Fill in the fields properly – Customer’s name is preselected, select an affected system.
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Verify that the access data is available, and the system’s connection is open.
If not, process it correctly.
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Provide the meaningful subject and its description.
Important! Set correct component XX-PART-DVD.
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Add attachments (if any), set the priority (follow the SAP note 67739), and contacts below.
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When everything is filled completely, click on the SUBMIT button (bottom right corner of the screen).
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2. Click Get Support (Cases, Expert Chat...):
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3. Report New Issue:
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4. Fill out the fields. When you select system, you need to open the system data and maintain system data access:
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5. Fill out the rest of the fields that get displayed. Unfortunately, our products are not on the list so you will have to choose a different one (this will be changed later on). Click Continue:
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6. More options are displayed. Select Create a Case:
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7. Fill out Detailed Description of the issue, Steps to Reproduce:
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8. Choose if you give an approval to use Steps to Reproduce to the support, then click Continue:
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9. If you want to upload attachments, you can upload them in this step:
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10. Click Continue.
11. Fill out contacts:
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12. After you click Continue, a component is displayed:
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13. It is important to change it to XX-PART-DVD.
14. This will unfortunately restart the creation of the case. Check if the information is filled correctly, then click Continue:
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15. Review all information, then click several times Continue until you reach the end. Then you will be able to see the correct component:
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16. Click Submit Case.
These steps are summarized in general also in the SAP note 1296527.