ONE SUPPORT Launchpad
VAR incident management
Know Me – Guide Me – Help Me Published: April, 2016 Note: application is continually updated and developed
ONE SUPPORT Launchpad > VAR Incident Management >
Contents
VAR Incident Management Blocking Customer Installations to Prevent Incident Creation Selecting Your Role(s) Tile Navigation Creating a Support Incident on Behalf of a Customer Finding Customer Support Incidents
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ONE SUPPORT Launchpad > VAR Incident Management >
VAR Incident Management Value Added Resellers (VARs) that have attained a Partner Center of Expertise (PCOE) certification are authorized to sell and provide VARdelivered support for SAP on-premise solutions. These partners must manage all their customer incidents via their SAP Solution Manager; the One Support Launchpad should only be used in case of emergency if the partner’s Solution Manager is down. Partners’ use of SAP Solution Manager as incident management system is tracked as a KPI for their PCOE recertification.
Exception: © 2015 SAPof SESAP or an Solution SAP affiliate Manager company. Allis rights The use notreserved. mandatory for Partners that support only SAP Analytics, Mobile, Hybris or Database solutions (excl. HANA), therefore they should use SAP One Support Launchpad for customer incident management. ©
2016 SAP SE or an SAP affiliate company. All rights reserved.
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ONE SUPPORT Launchpad > VAR Incident Management >
Blocking Cust. Installations to Prevent Incident Creation Preventing VAR partner customers from sending incidents directly to SAP: VAR partners can request that SAP blocks all their end customers from submitting incidents to SAP on all installations that are supported by a partner. This is not set by default, it will only be set if the partner explicitly requests it. See SAP Note 1285423 for more information.
Customer view if their installations have been blocked: The customer is able to start the incident form as they may have other installations that are not supported by a partner. When they select an installation for the incident, the partner-supported installations are greyed out and a URL for the partner’s support website/system is presented in the column “Supported By”.
Partner view if their customers’ installations have been blocked: Even if a partner’s customers are blocked, the partner can still submit incidents on behalf of their end customers in the One Support Launchpad. This should be used only in emergencies when the partner’s Solution Manager is down, or in scenarios where the partner has no Solution Manager. © 2015 SAP SE or an SAP affiliate company. All rights reserved.
©
2016 SAP SE or an SAP affiliate company. All rights reserved.
For internal SAP and partner use only
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ONE SUPPORT Launchpad > VAR Incident Management >
Selecting your role(s) When you log into the One Support Launchpad for the first time, you will be prompted to select your role(s): 1. 2. 3. 4.
These roles determine which tiles (topics) are available to you when customizing your One Support Launchpad homepage. Select all the profiles that relate to your role “On Premise” refers to all topics that are not cloud-related If you are a user from a partner providing VAR-delivered support, you should select “Support Partner”. This role is essential for being able to create and manage incidents on behalf of your support customers.
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2016 SAP SE or an SAP affiliate company. All rights reserved.
For internal SAP and partner use only
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ONE SUPPORT Launchpad > VAR Incident Management >
Selecting your role(s) 1
To edit your role assignment: 1. 2. 3.
Open the menu from the top right of the page and select “User Profile” Select “Roles” and click on the pencil to edit Add or remove ticks in the relevant boxes for the roles you want, and save
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2016 SAP SE or an SAP affiliate company. All rights reserved.
For internal SAP and partner use only
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ONE SUPPORT Launchpad > VAR Incident Management >
Tile Navigation There are 6 tiles for Partner Support Incident Management. These show only incidents of end customers supported by the partner. 1. 2.
The tile “Find a Solution” leads to a solution search, after which it is possible to submit a support incident to SAP. The rest of the tiles are shortcuts to pre-defined searches in the incident inbox.
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2016 SAP SE or an SAP affiliate company. All rights reserved.
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ONE SUPPORT Launchpad > VAR Incident Management >
Creating a Support Incident on behalf of a customer 1. 2. 3.
Select the tile “Find a Solution” or just start searching directly in the search bar at the top of the Launchpad. Review the search results to see if a solution to your problem has already been documented. If no solution can be found, click on the button “Contact SAP Support” at the bottom right hand side of the page.
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ONE SUPPORT Launchpad > VAR Incident Management >
Creating a Support Incident on behalf of a customer 1. 2.
Select a customer from the list, and click “Next” on the bottom of the page Once a customer has been selected, the search field for S-user of the customer will appear. This is important as there needs to be a customer contact for the incident. Don’t worry, the partner S-user that logged the incident will automatically be recorded in the “Contacts” section of the incident.
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2016 SAP SE or an SAP affiliate company. All rights reserved.
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ONE SUPPORT Launchpad > VAR Incident Management >
Creating a Support Incident on behalf of a customer 1. 2.
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Now select the system for which you want to create a support incident. You can narrow down your search if you know which product or installation the system belongs to, or if you know the system ID you can enter that directly into the search field. Otherwise, just press Search and you’ll get a list of all systems. Be careful with the search field, if you have entered a search term that is not in the system ID or description, it will return nothing.
© 2015 SAP SE or an SAP affiliate company. All rights reserved.
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2016 SAP SE or an SAP affiliate company. All rights reserved.
For internal SAP and partner use only
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ONE SUPPORT Launchpad > VAR Incident Management >
Creating a Support Incident on behalf of a customer 1. 2.
Next, the fields for providing the incident details will appear. After these have been filled in, more fields will appear for adding attachments and additional contacts.
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ONE SUPPORT Launchpad > VAR Incident Management >
Creating a Support Incident on behalf of a customer 1. 2. 3. 4.
You will receive email notifications when the incident is updated, provided that you have maintained a valid email address in your S-user profile. Any customer S-users associated to this incident will also receive email notifications if they have set their preferences to receive emails. Submit the incident by clicking the green “Submit” button in the bottom right hand side of the page. Alternatively you can save it as a draft and submit it later. Draft incidents can be found via the “Draft (Partner)” tile on the Support Launchpad home page. Instead of submitting an incident, you can also initiate a live expert chat with SAP Support. You may be able to get a quick answer instead of having to wait for a response on your incident. Bear in mind that the chat will still be recorded as an incident, so it will be subject to the same conditions as an incident with respect to incident billing and quality measurement.
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2016 SAP SE or an SAP affiliate company. All rights reserved.
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ONE SUPPORT Launchpad > VAR Incident Management >
Finding Customer Support Incidents 1.
Click on one of the partner tiles for displaying incidents Use the filters to narrow down the list Use the global search or “Search in list” function within the incident list to search for key words in the fields Incident Number, Subject, Component, Reporter and Customer.
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2016 SAP SE or an SAP affiliate company. All rights reserved.
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